SUMMARY
The IT Help Desk Technician II - Networks provides key support and technical assistance to team members at all levels. Serving as the first point of contact for team members seeking assistance, this technician performs troubleshooting, utilizes diagnostic techniques, and determines the best path toward resolution. They assist in the implementation and ongoing support of personal computers (PC), endpoint devices, and networking equipment, providing day-to-day support and maintaining a strong focus on efficiency, service, and documentation.
The ideal candidate for this role should have a strong customer service orientation, excellent communication and organizational skills, and a true desire to assist others with technical issues and requests. A working knowledge of IT network functions and motivation to develop skills and efficiencies will be critical to this technician’s success.
Overall, the IT Help Desk Technician II - Networks greatly impacts the organization by providing daily support to team members throughout the company, emphasizing accuracy and efficiency, and supporting an overall team culture of improvement, respect, and service.
All employees are expected to protect the information and assets of the organization through heightened awareness of information security, cybersecurity, and risk management best practices, as well as complying with all applicable laws, regulations, and organizational policies.
ESSENTIAL DUTIES
- Provide Tier 1 help desk support for team members submitting service requests/incidents (e.g., Ticket requests, phone calls, etc.).
- Identify, troubleshoot, and perform diagnostics, resolving technical issues by providing appropriate solutions (e.g., software, hardware, and networking).
- Ensure team member satisfaction prior to closing tickets.
- Follow up on outstanding requests, ensuring timely resolution and exceptional service.
- Identify, prioritize, and schedule problem resolutions, escalating issues to appropriate IT team members as appropriate.
- Apply and utilize diagnostic tools, software updates, drivers, knowledge bases, and FAQs to resolve reported issues.
- Assist in the deployment of software, ensuring effective communication with involved team members.
- Develop help sheets, FAQs, and knowledgebase articles to assist other IT team members and end users with problem resolutions.
- Create and manage team member accounts in accordance with company policies and procedures.
- Support technology equipment in conference rooms.
- Manage, monitor, and procure assets (new and existing) to ensure accurate inventory records.
- Perform preventative maintenance checks on computers, printers, and peripherals.
- Configure and deploy end user computing equipment in accordance with company best practices and standards.
- Alert members of IT management to incident trends to improve problem management.
- Reinforce Service Level Agreements (SLAs) to align end-user expectations.
- Assist with the configuration and deployment of network equipment (e.g., switches, routers, firewalls).
- Participate in the management of physical security systems (e.g., FOB and camera systems), the bank’s phone system, and the bank’s eFax solution.
- Assist in new and existing cable pulls and network installations (e.g., network rack installation, network punch-down block, and router/switch installation).
- Assist Compliance on an ongoing basis with camera footage.
- Participate in mentorship and development programs as appropriate.
- Assume responsibility for additional projects and tasks as assigned.
EDUCATION & CERTIFICATIONS
- Associate’s degree in IT, relevant technical certification, or commensurate combination of education and experience required.
- A minimum of two years of experience working with network equipment, cable management and deployment, camera or FOB systems, and phone systems required.
- A minimum of two years of direct experience working in a computer help desk environment required.
MINIMUM REQUIREMENTS
- Working knowledge of the integration and interworking of various data processing functions.
- Excellent communication skills and the ability to communicate effectively, verbally and in writing, with internal and external customers at all levels.
- A positive and proactive approach to work, demonstrating enthusiasm, adaptability, and the ability to maintain composure and professionalism in stressful or adverse conditions.
- Strong critical-thinking skills and the ability to analyze potential project outcomes with the adaptability to redirect attention as needed to meet targets and deadlines.
- Ability to complete standard calculations and apply basic mathematical concepts in practical situations.
- Proficient computer literacy, including comfort with Microsoft systems and Office Suite.
- Intermediate typing skills to meet the needs of this position.
- Current driver’s license and reliable transportation with appropriate insurance coverage; additionally, the ability to drive occasionally in the course of performing assigned duties and responsibilities.
- The ability to work with minimal or no supervision.
ADDITIONAL QUALIFICATIONS
- CompTIA Network+ certification or equivalent preferred.
PHYSICAL DEMANDS AND WORK ENVIRONMENT
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.
While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers; handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.
NOTE
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.
All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently.
Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others.
The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.
The company is an Equal Opportunity Employer, drug-free workplace, and complies with ADA regulations and other laws/regulations as applicable.
Benefits: We are dedicated to creating a workplace where all team members feel valued and empowered. Our employee benefits promote well-being and professional growth, including insurance options, retirement plans, and career development opportunities included approved company paid training. Benefits include paid time off, medical, dental, vision and life insurance, 401(k) plan, tuition assistance, and more.
Required
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2 year(s): A minimum of two years of direct experience working in a computer help desk environment required.
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2 year(s): A minimum of two years of experience working with network equipment, cable management and deployment, camera or FOB systems, and phone systems required.
Required
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Associates or better in Information Technology or related field
Preferred
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
