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Position Title
IT Help Desk Technician
Job Description
Position Summary: At a central help desk, receives calls from FI team members concerning problems with a variety of computer software, hardware, network, etc.
Essential Functions:
- Field and when possible troubleshoot all user inquiries relating to software, hardware, & network operations and problems of all IT equipment.
- Completes necessary paperwork and appropriate tracking-related activities to notify proper personnel of problems. Identify problems that are continuous and let IT Manager know.
- Assist in ongoing training of FI team on specific software and hardware applications.
- Communicate complex advice and give guidance or training to technical and nontechnical users in a clear non-technical manner. To encourage users to adopt best IT practice on the use of IT equipment and integrity of data.
- To plan, manage and prioritize own workload. To respond to changing work priorities on a daily basis, as directed by the IT Manager.
- To work as a member of the IT Support Staff, in accordance with standard procedures.
- To maintain the integrity and confidentiality of sensitive data when carrying out any work on IT equipment, ensuring that data is securely stored on file servers or other media to ensure that the data is not accessible by unauthorized personnel.
- To install IT equipment in accordance with bank policies.
- To ensure that new installations are tested against the installation checklist and that the user is satisfied before leaving the site.
- To assist with the disposal of redundant equipment by collecting, transporting, labelling and logging equipment to be disposed of.
- To work with the IT Team on specific tasks or projects as and when requested.
- To work on and be responsible for specific IT projects, which will require the planning and organization of complex tasks as required.
- Other duties as assigned.
Position Qualifications:
Competency Statement(s)
- Tactful - Ability to show consideration for and maintain good relations with others
- Customer Oriented - Ability to take care of the team members’ needs while following company procedures
- Accountability - Ability to accept responsibility and account for his/her actions
- Accuracy - Ability to perform work accurately and thoroughly
- Detail Oriented - Ability to pay attention to the minute details of a project or task
- Loyal - The trait of feeling a duty to the employer
- Organized - Possessing the trait of being organized or following a systematic method of performing a task
- Reliability - The trait of being dependable and trustworthy
- Demonstrates a team player mentality
Education & Experience :
- High School Graduate or General Education Degree (GED)
- Extensive familiarity with FI’s computer and operating system requirements
- One to two years of experience in IT related field preferred OR in IT related degree plan.
Other Requirements:
PHYSICAL DEMANDS
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Physical Demands
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Lift/Carry
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Stand
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O (Occasionally)
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Walk
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O (Occasionally)
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Sit
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C (Constantly)
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Handling / Fingering
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C (Constantly)
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Reach Outward
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O (Occasionally)
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Reach Above Shoulder
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O (Occasionally)
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Climb
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N (Not Applicable)
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Crawl
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O (Occasionally)
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Squat or Kneel
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O (Occasionally)
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Bend
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O (Occasionally)
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10 lbs or less
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O (Occasionally)
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11-20 lbs
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N (Not Applicable)
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21-50 lbs
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N (Not Applicable)
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51-100 lbs
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N (Not Applicable)
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Over 100 lbs
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N (Not Applicable)
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Push/Pull
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12 lbs or less
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O (Occasionally)
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13-25 lbs
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N (Not Applicable)
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26-40 lbs
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N (Not Applicable)
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41-100 lbs
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N (Not Applicable)
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N (Not Applicable)
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Activity is not applicable to this occupation.
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O (Occasionally)
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Occupation requires this activity up to 33% of the time (0 - 2.5+ hrs/day)
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F (Frequently)
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Occupation requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day)
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C (Constantly)
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Occupation requires this activity more than 66% of the time (5.5+ hrs/day)
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WORK ENVIRONMENT: An office environment in a controlled atmosphere building.
Basic Qualifications
•High School Graduate or General Education Degree (GED)
•Extensive familiarity with FI’s computer and operating system requirements
•One to two years of experience in IT related field preferred OR in IT related degree plan.
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