Help Desk Technician
$55,120–$72,800 year
On-siteIpswich, Massachusetts, United States
Job Summary
Answer, evaluate, and prioritize incoming Help Desk requests for hardware, software, networking, and computer-related technology issues. Interview users to collect problem information, lead them through diagnostic procedures, and determine whether errors stem from software or hardware. Handle problem recognition, research, isolation, resolution, and follow-up for routine issues, while logging all requests in the tracking system and maintaining history records. Prepare standard statistical reports, analyze incident data to recommend rate reductions, and test products to evaluate ease of use. Install personal computers, software, and peripheral equipment; write or revise user training materials and infrastructure run books. Train users on necessary software and hardware. Participate in a Saturday on-call rotation.
Required Qualifications
- High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience
- Advanced knowledge of the Microsoft Office Suite
- Excellent written, verbal and interpersonal communication skills
- Strong organizational skills to perform and prioritize a high volume of tasks simultaneously
- Ability to speak effectively before groups of customers or employees of organization
- Knowledge of Jack Henry Database software
- Knowledge of MCP, Microsoft 365 Certified Administrator, CompTIA IT Fundamentals+(ITF+) and/or CompTIA A+
- Embrace a team-oriented culture and work collaboratively across the Bank to support the Bank's strategic growth plans
- Participates in a Saturday on-call rotation
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