IT Help Desk Specialist

Citizens Bank - WI; Oak Knoll (WI); On-site; USD 40,000 - 60,000; Full time

Job summary

Citizens Bank is seeking a Help Desk Analyst to join the Information Technology team in Mukwonago, WI. You will provide frontline support for hardware and software issues and help users resolve problems with IT equipment and applications.

The role requires strong communication, teamwork, and organizational skills, with on-site support duties and occasional weekend on-call. A high school diploma or associate degree plus relevant experience is desirable.

Qualifications

• High school diploma or equivalent required.
• Associate degree in computer science or a related field or equivalent experience.
• Ability to communicate technical information to nontechnical personnel in a professional manner.
• Ability to install, configure and maintain personal computers, printers and related hardware or software.
• Possess the ability to maintain the integrity of highly confidential customer and bank information.
• Skill in organizing resources and establishing priorities.
• Excellent verbal and written communication skills.
• Strong customer orientation.
• Willingness to continue learning and developing your network knowledge and skills.
• Technical certifications in related fields are a plus.

Responsibilities

• Provide support on a variety of computer hardware and software issues by identifying, researching, and resolving technical problems.
• Answer calls coming to the IT service desk.
• Triage all ticket coming into the help desk and assign them to the appropriate technician.
• General hardware break/fix to include diagnostics, troubleshooting and parts replacement for laptops, desktops.
• Build/configure all end point systems.
• Printer installation and management.
• Complete new hardware upgrades; moves, adds, changes in a laptop and desktop environment.
• Interface regularly and effectively with ticket submitters
• Coordinate hardware repairs with the appropriate vendors.
• Perform remote troubleshooting of hardware software issues.
• Educate end users on technology issues.
• Recommend improvements to support process.
• Complete assigned daily, weekly, and monthly proactive tasks.
• Recommend and identify projects to improve client functionality.
• Perform assigned projects.
• Complete assigned documentation as requested.
• Support, examine, and repair computer systems, hardware, printers, and computer peripherals
• Document or update the IT Help Desk knowledge base to support quicker and efficient resolution of most frequently raised IT issues
• Member of the Incident Management response team
• 24/7 Support team - will need to be on call at least 1 weekend a month
• Any other duties as assigned.

Skills

Communication

Teamwork

Organization

Loyalty

Accountability

Education

High school diploma or equivalent

Associate degree in computer science or related field

Job description

Citizens Bank is seeking a Help Desk Analyst to join the Information Technology team in Mukwonago, WI. You will provide frontline support for hardware and software issues and help users resolve problems with IT equipment and applications.

The role requires strong communication, teamwork, and organizational skills, with on-site support duties and occasional weekend on-call. A high school diploma or associate degree plus relevant experience is desirable.