IT Helpdesk Technician

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Info Tech & Info Sec Full Time Staff Non-Sales Pell Plaza, Novato, CA, US

Bank of Marin, voted by our employees as one of the "Best Places to Work" in the North Bay Business Journal, is looking for an IT Helpdesk Technician to work at our corporate office in Novato.

The IT Helpdesk Technician is responsible for providing extraordinary computing and communication support to internal employees. The IT Helpdesk Technician is also responsible for mobile phones, asset tracking, request tracking, and reporting.

• Represent the bank in a positive, courteous, friendly and professional manner, including direct client contact (internal) as well as telephone, email and other methods of communication.
• Serve as first point of contact for all phone and email requests related to computing and communication systems, providing a high level of continuous communication to IT customers on reported issues.
• Respond to inquiries from employees and assist in resolving application, phone, printer, or computer problems. Troubleshoot and correct problems either through onsite visits or remote access.
• Maintenance of Active Directory including but not limited to account creation, deletion, reset passwords and perform account administration.
• Maintain record of all helpdesk tickets, including telephone calls, sessions, e-mail, etc. and resolution of each issue.
• Elevate complex issues/problems to appropriate resources, including third-party vendors; track progress and ensure timely resolution of end user issues.
• Configure, image, and install new or replacement Windows based PCs, laptops and network printers.
• Provide exceptional support to mobile users.
• Provide Enterprise software user administration as permitted by IT management
• Maintain inventory supplies (toners, peripherals, etc.) and contact hardware vendors for warranty replacement/repair.
• Maintain and update an internal knowledgebase record of resolutions to reported problems.
• Provide technical solutions to help improve workflow.
• Work in a productive and safe manner without sacrificing quality.

This list includes the current primary responsibilities of the position. It is not intended to be all- inclusive and is subject to change; additional duties may be assigned as needed.

• 1-2 years computer support experience, or two-year degree (A.A./A.S.). 3 years computer support experience desired.
• Excellent verbal and written communication skills, organizational, and collaborative problem- solving skills
• Excellent customer service skills to support the technical needs of a user group with minimal technical knowledge
• Demonstrated analytical and problem-solving ability.
• Full understanding of desktop, printer, and scanner hardware
• Basic understanding of the inter-relationships of computer hardware, software, Local Area and Wide Area Networks. Should be familiar with network switches and network hardware.
• Basic understanding and experience with Active Directory including AD structure
• Working knowledge of MS Office Suite and O365 preferred
• Ability to carry up to 50lbs
• Frequent workday travel to various Bank locations required.

Minimum 1 year related experience and/or training. Prefer 3-5 years' experience.

Associate’s degree (A.A.) or equivalent from two-year college or technical school; or equivalent combination of education and experience and/or training.

The hiring pay range for this position is $27.99 to $45.54. In addition to the pay range listed, all bank positions are eligible for incentive compensation, which varies based on role. The pay rate for a successful applicant depends on a variety of factors including but not limited to geographic location, work experience, education, and/or skill level.

The Bank of Marin is a growing public company with career advancement opportunities. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, a retirement savings plan with employer matching opportunity, bank paid employee stock ownership plan, tuition reimbursement, employee volunteer program and more. Additional details about total compensation and benefits will be provided during the hiring process.

Bank of Marin is an equal opportunity employer. EOE AA…