IT Help Desk Technician

BayCoast Bank

POSITION DESCRIPTION

POSITION TITLE: IT HELPDESK TECHNICIAN

DEPARTMENT: INFORMATION TECHNOLOGY

FLEXIBLE WORK PROGRAM ELIGIBILITY CODE: Hybrid Work (HW)

FUNCTION:

Under the direction of the IT Helpdesk Manager, this position is responsible for user support and customer service on supported computer applications and platforms for the bank and its affiliates. Troubleshoots problems and advises end-users on appropriate action.

RESPONSIBILITIES:

1. Responds to requests for technical assistance in person, via telephone, or electronically.

2. Diagnoses and resolves technical hardware and software issues.

3. Research questions using available information resources.

4. Advises user(s) on appropriate action.

5. Has the ability to work well in a team environment.

6. Follows standard Help Desk procedures.

7. Actively works within the Help Desk software.

8. Monitors IT email filter in accordance with the IT Helpdesk Procedure.

9. Redirects problems to appropriate resources.

10. Identifies and escalates situations requiring urgent attention.

11. Tracks and routes problems and requests and documents resolutions.

12. Stays current with system information, changes, and updates.

13. Handles the ordering/configuring/troubleshooting of mobile devices.

14. Handles the troubleshooting of all issues related to our RingCentral Phone System.

15. Images and configures new workstations and establishes all other additional equipment to get end-users established on the Bank’s network.

16. Orders miscellaneous equipment when required through vendors.

17. Assists with remote deposit capture installations, support, and maintenance.

18. Perform on-site visits for bank and remote deposit customers as needed.

19. Additional duties as assigned

20. Embraces the Bank’s commitment to Solutions by seeking and recognizing opportunities to refer new business to different areas of the Bank, BayCoast Insurance, Plimoth Investment Advisors, BayCoast Mortgage Company, Teamwork Funding, and Priority Funding.

21. Behavior and performance align with the guiding principles and purpose that define the organization’s mission (To provide exceptional service and solutions for our community), and core values (Take pride in what I do; Believe that what I do is important; Care about people; Have a positive attitude).

Knowledge/Skills/Experience Requirements:

Has a working knowledge of fundamental operations of relevant Bank software, hardware, and other equipment. Is knowledgeable of relevant call tracking applications and customer service practices. Good oral and written communication and learning skills. Is customer service orientated and pays attention to detail. Has good analytical and problem-solving skills. Is adaptable and able to plan and organize. Has the ability to multitask in various types of environments while being organized and prioritizing tasks.

Physical Demands/Conditions Requirements:

In the performance of respective tasks and duties, the employee is expected to successfully perform the essential functions of the position. Reasonable employee accommodation for physical or mental disabilities will be considered on a case-by-case basis. While performing duties the employee is required to sit, talk, hear, lift up to 35 lbs., and may be required to work evenings and/or weekends, attend remote meetings and/or travel.