Helpdesk Intern (Part-time)

MAJOR FUNCTION:

The Helpdesk Technician will support the IT Department with helpdesk tickets, routine maintenance tasks and assigned projects. Provide user support and service on computer applications and hardware. Assist with hardware support of bank equipment. Troubleshoot problems, determine and document resolutions and advise on the appropriate action. Research, write and maintain IT documentation and related departmental procedures. Provide assistance, as needed, with network and systems administration and support.

RESPONSIBILITES:

1. Respond to requests for technical assistance in person, via phone and electronically

2. Ensure and foster a customer centric positive attitude.

3. Provide installation, configuration, troubleshooting, maintenance and support of desktops, software, printers and other peripheral devices.

4. Diagnose and resolve technical hardware and software issues.

5. Assist with installation, configuration, troubleshooting, maintenance and support of network hardware, software and systems.

6. Document all work and resolutions.

7. Assess and recommend system changes for enterprise wide services and applications.

8. Collaborate with IT staff for problem management of complex technical support issues.

9. Research questions, resolutions to problems and other issues.

10. Act as a technician for help desk requests and adhere to standard help desk procedures.

11. Redirect problems to appropriate resources.

12. Identify and escalate situations requiring urgent attention.

13. Track and route problems and requests.

14. Prepare any required reports

15. Stay current with system information, changes and updates.

16. Staff is required to be flexible with their weekly hours due to workflow and other unique situations that may arise.

17. Complete all initial and annual training requirements as outlined by ASBT.

Perform all other duties as required, consistent with the goals, objectives and responsibilities of the Information Technology function.

QUALIFICATIONS:

1. An Associate degree in Computer Science or related field and/or 1+ years of current and progressive experience.

2. Working knowledge or 2 years of related experience through education and training of fundamental operations of relevant software, hardware and network systems; including latest versions of Microsoft Office and Windows.

3. Knowledge and experience of customer service practices.

4. Excellent interpersonal, verbal and written communication skills.