First United Bank & Trust
191 - IT Help Desk - Service Desk Specialist (Information Technology)
Job Reporting Relationships
Supervised by: Service Desk Supervisor
Supervises: None
Basic Qualifications
Education/Training: A high school diploma or equivalent; obtain and maintain appropriate Bank Product Knowledge Certification.
Skill(s): Proficient reading, writing, grammar, and mathematics skills; proficient interpersonal elations and communicative skills; basic understanding of standard operating systems and common applications, i.e., Word, Excel, PowerPoint, etc.; basic understanding of PC and peripheral hardware repair; visual and auditory skills; ability to bend, stoop, reach, and lift items weighing 50 lbs. or less; valid driver's license.
Experience: A minimum of one (1) year's related experience normally required.
General Responsibilities
Responsible for maintaining the Service Desk and providing technical and end user support; coordinating work within the department, as well as with other departments; reporting pertinent information to the immediate supervisor; responding to inquiries or requests for information.
Essential Duties
1. Maintains the Service Desk and provides technical and end user support of which the following are illustrative:
a. Coordinates or performs user adds, moves, and changes.
b. Maintains core processor, network, and other security IDs, usernames, and passwords.
c. Assists users in resolving hardware, software, phone, network, or other IT issues via phone support or remote access methods.
d. Answers the Service Desk phone line during business hours and provides on call Saturday emergency coverage.
e. Logs all requests and issues in the Service Desk Ticketing system for tracking, reporting, and efficient workflow within the department.
f. Maintains IAM (Identity Access Management) system and completes cases for user's system access.
g. Escalates unresolved issues appropriately in the department.
h. Responds to all users in a prompt and courteous fashion.
i. Informs supervisor of any unresolvable difficulties.
j. Strives for improved customer service by suggesting improvement ideas to supervisor.
k. Adheres to all pertinent help desk policies and procedures.
l. Performs other related duties as assigned.
2. Coordinates specific work tasks with other personnel within the department as well as with other departments in order to ensure the smooth and efficient flow of information.
3. Abides by the current laws and organizational policies and procedures designed and implemented to promote an environment which is free of harassment and other forms of illegal discriminatory behavior in the work place.
4. Cooperates with, participates in, and supports the adherence to all internal policies, procedures, and practices in support of risk management and overall safety and soundness and the Bank's compliance with all regulatory requirements, e.g. Community Reinvestment Act (CRA), Bank Secrecy Act (BSA), Equal Credit Opportunity Act, etc.
5. Reports pertinent information to the immediate supervisor as requested, or according to an established schedule; compiles information as necessary or as directed and provides data to appropriate bank personnel.
6. Responds to inquiries relating to his/her particular area, or to requests from customers, other bank personnel, etc., within given time frames and within established policy.
Ancillary Duties
1. Performs tasks which are supportive in nature to the essential functions of the job, but which may be altered or re-designed depending upon individual circumstances.
Job Location
Operations Center
Various outside locations as assigned
Equipment/Machines
1. Automobile
2. Telephone
3. Computers and networking equipment
4. Printer
5. Copy machine
6. Fax machine
7. Calculator