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Join the Kitsap Bank Family as a Help Desk Technician
We have the greatest employees in the world. We truly care about each other, our customers, and the communities around us. We only hire the best people, who believe that the customer comes first. As a local, family-owned company, we embrace our family culture and we recognize our responsibility to supporting others.
The IT Help Desk is the Banks central point of contact for technology assistance and system security. The Help Desk Technician I provides first tier technical support, creates and updates user security privileges, and vigilantly protects Banks systems and data from security risks. Must be eager to learn, have excellent multi-tasking skills, and be able to handle a high volume of work with accuracy and efficiency in a busy team environment. Provides excellent customer service and represents Kitsap Bank in a courteous, professional manner.
Essential Functions:
Identifies potential security issues and takes immediate action to mitigate risk to bank systems
Answers calls and monitors Help Desk email to create and update Track-It tickets with accurate and valid information for the reported issues
Quickly evaluate callers level of comfort with technology and ask thoughtful, appropriate questions to determine the nature or cause of the issue being reported
Assigns, maintains and closes work orders using Track-It software to log and track status of reported issues, purchase requests, and hardware/software audits
Provides first tier internal technical support. This includes password resets, troubleshooting issues with bank hardware and software, email maintenance, and network connectivity
Identifies issues that require elevated IT support, collects required data, assigns tickets accurately, and with the appropriate urgency
Complete security requests for new hires, transfers, promotions, name changes, access requests, and terminations accurately and within the acceptable timeframes
Performs setup, maintenance and documentation of internal staff security profiles for all bank systems and approved software
Performs follow up tracking/maintenance for staff members that have left Kitsap Banks employment
Reviews security requests completed by other members of the Help Desk
Completes daily, monthly, quarterly and annual security audits and certifications
Follows, updates, and creates documentation for the Help Desk manual
Additional Responsibilities:
Cross train in areas of the department to assist as needed
Works with IT to assist with testing, documentation and rollout of new upgrades, system maintenance and procedures
Perform other duties as assigned
Required Education, Experience, and Skills:
High school diploma or GED required
Requires a minimum of three years of related Help Desk work experience to include customer service, troubleshooting and problem resolution. Equivalent combinations of education and experience may be considered
Strong computer skills and knowledge, with experience using and providing technical support for Microsoft Office products, internet browsers, e-mail programs and general internet features
Ability to create and maintain complex Excel spreadsheets and work with Adobe Acrobat and other software applications as needed
Must have outstanding time management and task prioritization skills
Demonstrated experience in technical issue resolution
Excellent technical writing and verbal (telephone) communication skills. Ability to communicate well, on the phone and in person, demonstrating courtesy, tact and patience
Must be a team player with a positive attitude
Excellent customer service skills
Strong written and verbal communication skills
Ability to operate standard bank/office equipment such as a copy machine, telephone, fax machine, and ten-key calculator
Physical/Mental Requirements:
Position frequently involves hearing, speaking, fingering, standing, walking and repetitive motions of hands/wrists
Requires use of close and distance vision
Ability to read, write, speak and understand English and effectively communicate with Bank employees
Travel is occasionally required to clients places of business and to attend community events
Ability to discern information and formulate appropriate action
Ability to lift up to 30 pounds