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Job Title: Help Desk Technician I                                                       

Department: Information Technology

Job Status: Full Time                                                                                

FLSA Status: Non-Exempt

Grade: 8                                                                                                        

Amount of Travel: Some Travel                  

Reports To: IT, Help Desk Manager                                                      

Positions Supervised: N/A

POSITION SUMMARY

The Level 1 Help Desk Technician serves as the first point of contact for employees seeking technical assistance and support. This position is responsible for providing exceptional customer service while resolving routine hardware, software, network, telecommunications, and application issues. The technician will document incidents, fulfill service requests, escalate complex issues when appropriate, and contribute to maintaining a secure and compliant technology environment. The technician will also assist in the testing and implementation of software, hardware or procedures to support bank goals and objectives and will complete, monitor and report on the status of recurring tasks, as well as provide regular and preventative maintenance for bank systems.  

ESSENTIAL FUNCTIONS

• Assist users with Microsoft Windows, Microsoft 365, Teams, Outlook, SharePoint, and applications. 
• Respond to user requests for assistance.  Provide 1st level support and triage on all calls.  Escalate to senior team members as appropriate.
• Monitor and follow up on unresolved tickets to ensure satisfactory resolution.
• Update tickets/knowledge base with actions taken for resolution and status through closure.
• Support the achievement of Help Desk service level objectives and customer satisfaction.
• Install, configure, and maintain workstation hardware, software, and peripherals.
• Configure and deploy technologies to support on/off boarding needs for new or changed employees.
• Monitor event logs and status of various cyber controls to ensure optimal performance.
• Participate in after-hours support or on-call rotations when scheduled or otherwise required.
• Must adhere to and maintain bank systems consistent with bank standards, procedures, policies, best practices and regulations.
• Must complete BSA, AML, and other Regulatory and Continuing Education as assigned. Performs additional duties as requested.

POSITION QUALIFICATIONS

Competencies

• Adaptability/Flexibility
• Analytical Skills
• Initiative
• Organizational Skills
• Problem Solving

Education/Experience/Skills & Abilities

• High School Diploma, G.E.D required. Associate or bachelor's degree (or actively pursuing) and/or certifications in IT or Cybersecurity such as Security+, Network+, Microsoft Certifications, etc. desired.
• Help desk support and ticketing software experience preferred.
• Windows 11, Microsoft Office, 365 and email experience preferred.
• PC / Laptop management/configuration/troubleshooting experience preferred. 
• Apple iPhone, iPad and Mobile Device Management knowledge.
• Triage copier/printer and other peripheral hardware issues.
• Antivirus, vulnerability patching and cybersecurity controls.
• Basic networking concepts (TCP/IP, DNS, DHCP, VPN).
• User access controls management (Active Directory, Share Permissions).
• Endpoint security tools management/troubleshooting. Audio/Video System Management/Troubleshooting. 

 PHYSICAL DEMANDS

Physical Demands

Lift/Carry

Stand                                  Occasionally

10 lbs or less                  Occasionally

Walk                                   Frequently

11 - 20 lbs                      Occasionally

Sit                                       Constantly

21 - 50 lbs                     Occasionally

Handling/Fingering         Occasionally

51 - 100 lbs                   Not Applicable

Reach Outward               Occasionally

Over 100 lbs                  Not Applicable

Reach Above Shoulder   Occasionally

Push/Pull                                                                                              

Climb                                 Not Applicable

12 lbs or less                  Occasionally

Crawl                                 Not Applicable

13 - 25 lbs                      Occasionally

Squat or Kneel                 Not Applicable

26 - 40lbs                       Occasionally

Bend                                  Not Applicable

41 - 100 lbs                    Not Applicable

 N (Not Applicable)          Activity is not applicable to this occupation.

O (Occasionally)               Occupation requires this activity up to 33% of the time (0-2.5+ hrs/day)

F (Frequently)                   Occupation requires this activity from 33%-66% of the time (2.5-5.5+ hrs/day)

C (Constantly)                   Occupation requires this activity more than 66% of the time (5.5+ hrs/day)

Other Physical Requirements

None

Westfield Bank has reviewed this job description to ensure that essential functions and basic duties have been included.   It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities.  Additional functions and requirements may be assigned by supervisors as deemed appropriate.