Desktop Support Specialist REQ#4959

Full Time at Citizens First Bank

The primary function of a Desktop Support Specialist is to perform end user help-desk support, PC hardware staging, troubleshooting and repairs.

Essential Duties and Responsibilities:

1. Provides primary support for the IT Help Desk functions by answering calls and entering/creating and resolving help desk support tickets 2. Conducts initial research on end-user problems regarding hardware and software by identifying and evaluating the problem, troubleshooting, facilitating suitable solutions, documenting the resolution, notifying the end user, and closing out the helpdesk tickets 3. Answers or responds to questions received from end users regarding the status of open help desk tickets in a timely, helpful manner 4. Ensures that help desk tickets are thoroughly and accurately completed in a manner that explains the problem 5. Identifies, assigns and/or escalates Help Desk issues to appropriate IT resource and/or vendor in order to ensure timely resolution of help desk tickets 6. Completes own individual help desk tickets in a timely and complete manner and updates the Help Desk software database as appropriate 7. Provides end user support for the installation and troubleshooting of desktop computers, phones, scanners, copiers and printers 8. Provides end user training in the use of hardware, software and/or network products where applicable 9. Monitors the performance of the company’s desktop infrastructure and makes suggestions for improving efficiency 10. Evaluate applications and software patches for desktop applications to see if they will solve desktop issues 11. Receives and inspects incoming computer products 12. Assists with the management of the bank’s inventory of PC parts and peripherals 13. Work with vendors in the implementation and management of their systems in the bank 14. Works directly and assists the bank’s VP of Information Technology in all projects as required 15. Notifies the VP of Information Technology of any security related issues (end users writing down passwords, Virus/Malware detections) 16. Work with vendors in the completion of appropriate form(s) when parts are defective or break (RMA) 17. Assist with the proper disposal and recycling of unused or retired PC hardware and peripherals 18. Assists with the development and maintenance of supporting documentation 19. Position specific compliance and other trainings as required 20. Other duties as assigned

Minimum: High school diploma or equivalent required plus related PC hardware repair required. A+ certification required comprehension of Windows 7 Operating Systems and Microsoft Office Suite products. In-depth knowledge of integrating and configuring PC hardware and peripherals. An understanding of the networking principles and components as well as hardware maintenance support. Ability to work with little supervision and in a cohesive environment. Must be detailed oriented and have the ability to work under pressure to be able to solve complex problems or procedures. Must have an understanding of mathematical concepts. Flexible work schedule (Ability to work overtime, if needed) Timely and accurate preparation of paperwork as required. Must have excellent customer service, teamwork and communication skills.

Preferred: Networking knowledge in a corporate environment and previous help-desk experience

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Citizens First Bank is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, religion, color, sex, national origin, disability status, protected veteran status, or any characteristic protected by law. Applicants have rights under Federal Employment Laws. Please see the attached posters for more detail about your rights: Equal Employment Opportunity is the Law (EEO)Family and Medical Leave Act (FMLA), and Employee Polygraph Protection Act (EPPA).    

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