Our client a bank, seeks an experienced Help Desk Administrator.
Help Desk Administrator will provide bank wide support to all branch and corporate users on a variety of hardware, software, and business application issues. Relies on experience and judgment, as well as pre-established procedure and instructions to identify, research, and resolve technical problems. In addition will provide additional help for complex issues from other IT staff and vendors.
Troubleshoot manage and resolve Help Desk tickets/issues related to technical support, hardware, software and the network.
Provide in-depth level 2 technical supports for users reporting problems related to software or hardware issues.
Ability to extract details of an issue and document accurately in an incident tracking tool.
Coordinate problem resolutions among required IT resources and exercising strong teamwork attitude and skills.
Generate incidents by tracking all issues and requests to ensure a timely restoration of service.
Follow up with all users tickets/issues to ensure that the issue has been 100% resolved.
Develop and maintain documentation as it relates to IT supported hardware, software, and business applications to ensure the IT knowledge base is continuously updated.
Create, modify and delete user accounts across multiple systems and software applications in order to ensure that accurate employee accounts are held.
Interface with infrastructure and database.
Communicate plans, progress, and issues in a timely manner.
Actively contribute to ongoing process improvement.
Ability to complete multiple simultaneous projects in a timely manner.
Performs other duties or special projects as assigned.
Verify all issues/tickets are resolved and documents/updates the ticketing (help desk) system.
Experienced in Windows 7/8/10 operating systems.
Ability to follow processes and escalate issues consistently.
Ability to multitask and strong problem resolution skills.
Broad understanding of web technologies
Printers experience and knowledge (Laser, Desktop, Network, etc.,)
Proficiency in the operation and use of personal computers, utilizing word processing, spreadsheet, and database management software programs (e.g., Microsoft Office Suite, Word, Excel, Access, PowerPoint, etc.), the Internet browser, websites and e-mail systems.
Ability and desire to provide excellent service to all internal users.
Bank protocols, polices, and procedures knowledge.
Familiarity with TCP/IP, IPSEC, Linux and networking concepts preferred.
Ability to remain calm and effective in high-pressure situations.
Able to work with minimal Supervision.
Prior experience in Retail Banking
Education and Experience
Associate’s or Bachelor’s degree from a four-year college preferred.
4 or more years of relevant experience.
Strong communication, interpersonal, and analytical skills.
Able to work in a fast paced changing environment