Desktop Support II

Resource-Bank; Covington (LA); On-site; USD 42,000 - 62,000; Full time

Job summary

Resource Bank is seeking a Desktop Support specialist to provide end-user support for data and voice systems, and to manage hardware, software, and security across desktops and mobile devices.

The role includes setup of new users, asset inventories, and maintaining standard images and patches, with occasional travel for training and meetings. Office-based in Covington, LA, with weekend on-call rotation as required.

Qualifications

• Knowledge of computer and application, Active Directory, and Office 365.
• Experience as a helpdesk technician.
• CompTIA A+ certification preferred.

Responsibilities

• Provide end user support for data and voice systems.
• Enter, track, and document all helpdesk tickets.
• Enter, track, and work MACD tickets and forms in a timely manner.
• Install and/or repair hardware, software, and peripheral equipment following manufacturer specs.
• Responsible for new user and computer setup and configurations.
• Maintain software licensing and hardware asset inventories.
• Address vulnerabilities or security matters on desktops and mobile devices.
• Setup and support Bank’s mobile devices, provisioning and de-provisioning phones.
• Maintain standard computer images for desktop and laptop refreshes.
• Maintain approved software including OS and application patches.

Skills

Troubleshooting

Reading comprehension

Critical thinking

Active listening

Writing

Speaking

Oral expression

Oral comprehension

Written comprehension

Deductive reasoning

Problem sensitivity

Education

CompTIA A+ certification

Job description

RESOURCE BANK

Desktop Support

Position Summary

This position reports to the Chief InformationTechnology Officer and performs system and support of all data and voicesystems to support the processing of all bank functions. Duties include a variety of tasks withtechnical difficulties ranging from entry level PC support to systemadministration. User or device supportmay be conducted in person, via telephone, or from remote location. Thisposition will provide assistance concerning the use of voice, computer hardware,and software, including printing, installation, word processing, electronicmail, applications, and operating systems. To perform effectively in thisrole, the IT Help Desk must have demonstrated previous experience or knowledgein isolating hardware and software issues, training computer users, andtroubleshooting problems with computers and other office equipment.

Essential Functions

• Provide end user supportforall data and voice systems, maintaining friendly communication.
• Enter, track, work, anddocument all helpdesk tickets.
• Enter, track, and work MACDtickets and forms in a timely manner.
• Install and/or repairhardware, software, and peripheral equipment, following manufacturerdesign, installation specifications, and prescribed procedures.
• Responsible for new user andcomputer setup and configurations.
• Responsible for maintainingall software licensing and hardware asset inventories, including allcomputers, phones, tablets, servers, network equipment, mobile devices,printer equipment, and all other expensive data processing equipment.
• Responsible for addressingvulnerabilities or other security matters on all desktops and mobiledevices.
• Responsible for setup andsupport of Bank’s mobile devices, including provisioning andde-provisioning phones in the Mobile Device Management system, Google ZeroTouch, and Apple business manager.
• Responsible for maintainingstandard computer images for desktop and laptop refreshes.
• Responsible for maintainingapproved software including operating system and application patches onall desktops and mobile devices.
• Maintain working knowledge ofNetwork Infrastructure and Design. Including but not limited to allLAN/WAN infrastructure and ISP connections.
• Adhere to guidelinesestablished in bank policies and follow defined procedures is required.
• Otherduties as assigned.

Skills and Abilities

• Troubleshooting - Determiningcauses of operating errors and deciding what to do about it.
• Reading Comprehension -Understanding written sentences and paragraphs in work related documents.
• Critical Thinking - Usinglogic and reasoning to identify the strengths and weaknesses ofalternative solutions, conclusions or approaches to problems.
• Active Listening - Givingfull attention to what other people are saying, taking time to understandthe points being made, asking questions as appropriate, and notinterrupting at inappropriate times.
• Writing - Communicatingeffectively in writing as appropriate for the needs of the audience.
• Speaking - Talking to othersto convey information effectively.

Competencies

• Oral Expression - The abilityto communicate information and ideas in speaking so others willunderstand.
• Inductive Reasoning - Theability to combine pieces of information to form general rules orconclusions (includes finding a relationship among seemingly unrelatedevents).
• Oral Comprehension - Theability to listen to and understand information and ideas presentedthrough spoken words and sentences.
• Written Comprehension - Theability to read and understand information and ideas presented in writing.
• Deductive Reasoning - Theability to apply general rules to specific problems to produce answersthat make sense.
• Problem Sensitivity - Theability to tell when something is wrong or is likely to go wrong. It doesnot involve solving the problem, only recognizing there is a problem.

Working Conditions

The work for this position isconducted in an office environment. Thenoise level in this environment is usually moderate. Travel will be required to receive trainingand attend meetings. Incumbents will be berequired to drive to each bank facility as needed for set-up and implantationof new systems or upgrades. Evenings and weekend work will be required basedupon the workload. A rotation of weekendon-call duty is required.

Experience and Education

Knowledge of computer and application, ActiveDirectory, and Office 365 functionality required. Experience as a helpdesk technician andCompTIA A+ certification preferred.

The position of Desktop Support has three different levels: Desktop Support I, II, III. The position level is primarily determined bythe following categories:

• Years of experience and expertise
• Education level
• Certifications
• Complexity of projects managed
• # of projects managed

This list is not intended to be allinclusive but is describing the major criteria in determining one’s level ofposition.

Resource Bank strives to be the employer of choice - EEO\Minority\Female\Vets\Disabled