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Job Description:
Description
The Help Desk Support II role reviews, analyzes, and evaluates information technology systems operations. This position is responsible for the installation and maintenance of computer or computer-related equipment and components for the Bank.
RESPONSIBILITIES
- Respond to initial and escalation requests for technical assistance in person, via telephone, and electronically.
- Diagnose and resolve escalation issues associated with PCs, laptops, network, local servers, printers, remote access and file shares.
- Escalate cases as required.
- Provide customer service through Helpdesk.
- Accurately log, track and route all problems and requests using ticket tracking software; document resolutions.
- Log all help desk interactions - administer helpdesk software.
- Follow standard Helpdesk operating procedures.
- Develop fundamental operations of commonly used software, hardware and other equipment.
QUALIFICATIONS
- 3+ years of increasingly responsible experience on an IT Help Desk or as a Support Analyst.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
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