IT Help Desk Technician

Citizens Bank & Trust

POSITION DESCRIPTION

POSITION TITLE: Help Desk Technician

DEPARTMENT: Information Systems and Technology

CLASSIFICATION: Non-exempt

REPORTING RELATIONSHIP

POSITION REPORTS TO: Information Technology Manager

POSITIONS SUPERVISED: None

Hourly Rate depends on current experience

POSITION SUMMARY

The position will provide first level support for Information Technology infrastructure and related bank equipment. The technician will be the first point of contact for internal bank clientele and will provide triage, critical analysis, and escalation of reported incidents. This position is based out of the corporate office in Lake Wales, Florida and receives direction from the Information Technology Manager.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Integrate with the Information Technology team.
• Provide excellent customer service.
• Answer service calls and ticket submissions.
• Document and track incidents to facilitate a timely resolution and update related knowledge articles.
• Escalate incidents to the appropriate Information Technology team members.
• Oversee the inventory of branch peripheral equipment and request new equipment as needed.
• Assist with troubleshooting client connectivity and login issues including but not limited to network connectivity, web access, and email connectivity.
• Assist with installing, troubleshooting, and repairing PC hardware and related peripherals.
• Assist with installing and troubleshooting PC software including applications specific to the bank.
• Other duties and responsibilities may be added at the Information Technology Manager’s discretion.

OTHER SKILLS/QUALIFICATIONS

• Ability to travel to other locations within central Florida to service and maintain systems in other offices.
• Ability to be polite under pressure and adapt to unexpected situations.
• Must be cooperative and willing to assist others.
• Familiarity with installation and deployment of Microsoft client operating systems and software including: Windows 10 Professional, Microsoft Office 2019, and Active Directory.
• Familiarity with Local Area Networks, TCP/IP, and WI-FI standards.
• Must possess basic language skills to write and speak clearly, effectively, and appropriately to business standards.
• Must have basic typing skills.
• Must be able to make sound decisions, recognize potential problems, and take appropriate corrective action.
• Must be well organized, accurate, and attentive to details.

EDUCATION &/OR EXPERIENCE

Required

• High school diploma or equivalent.
• Computer hardware (A+ certification or equivalent experience).

Preferred

• Associates degree in a related field.
• Microsoft Enterprise Desktop Support Technician.
• 1-2 years minimum Help Desk or Information Technology support experience.

PHYSICAL DEMANDS

Must be able to lift and handle equipment of up to 50lbs. Must be able to do sedentary work. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

Professional environment working minimum 40 hours per week; Must be accustomed to professional, business office environment in manner and dress; Must demonstrate excellent human relations skills with customers and bank employees.

COMPLIANCE WITH REGULATORY REQUIREMENTS

Each employee is responsible for compliance with all applicable regulatory requirements affecting the banking industry as well as applicable Citizens Bank & Trust programs, policies and procedures. When an employee has supervisory responsibilities, he or she will make certain that their staff understands their responsibilities to comply with applicable regulatory issues and internal programs, policies and procedures.

Equal Opportunity Employer/Affirmative Action & E-Verify Employer/Drug Free Workplace

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