Service Desk Technician I

JOB SUMMARY

Responsible for providing first line support to bank employees and troubleshooting computer user questions.

ESSENTIAL DUTIES

The duties listed below may not include all responsibilities that the person in this role may be asked to perform. Incumbent may be required to perform other related duties, as necessary.

• Provides first line support to bank employees and troubleshooting computer user questions
• Assists with various hardware and software problems, network support and password issues for end users
• Follows up with internal customers to ensure satisfactory completion of Help Desk calls
• Documents and maintains record of Help Desk calls in the incident management database
• Resets passwords for network, AS/400, and other systems, as required
• Monitors and reports on ATMs activities, server events and performances and LAN/WAN bandwidth utilization
• Participates in job specific training and other various Bank training programs, as necessary
• Maintains current knowledge of internal risk controls and loss prevention, including reporting of suspicious or unusual customer activity per Bank policy
• Maintains current knowledge and complies with all federal and state laws and regulations and all established Bank policies and procedures, including internal audit controls related to department operations
• Maintains current knowledge of all rules, regulations, and laws as they apply to BSA/OFAC/USA Patriot Act/CIP/AML