Help Desk Technician (Bremerton, WA)

Help Desk Technician (Bremerton, WA)

21 May 2024
Washington, Olympic peninsula 00000 Olympic peninsula USA

Help Desk Technician (Bremerton, WA)

Vacancy expired!

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

Job Details

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