IT​/Help Desk Coordinator

Position: IT Help Desk Coordinator

Location:

Taunton, MA

Status:
Full Time

The IT Help Desk Coordinator is responsible for providing day-to-day technical and operational support to Bank employees. Assists with solving problems, documenting resolutions, and learning from past experiences.

• Provide technical assistance and problem resolution support to staff for Microsoft windows-based computers, peripherals, and systems.
• Responsible for troubleshooting issues, resolving issues within ability, and escalating issues.
• First point of contact for end user support.
• Responsible for resetting and unlocking accounts.

• On a daily basis troubleshoot software/hardware and telephone issues to resolution ensuring employee's ability to perform.
• Review, elevate internally and to vendors as needed.
• Ensure workstations are updated with required software, patches, and third-party software in accordance with Bank policy.
• Assist with applying OS patches and upgrades on a regular basis.
• Assist in repair and recovery from hardware or software failures.
• Setup workstations and laptops, install and configure printers as needed.
• Use of personal mobile phone for MFA, email, and escalations.

• Demonstrate highest level of customer service.
• Knowledge of Windows operating system.
• Ability to install, configure and maintain computer hardware and software.
• General understanding of networking for troubleshooting purposes.
• Ability to troubleshoot and resolve computer related issues in a timely manner.
• Ability to adapt and learn technologies.
• Strong verbal and written communications skills.
• Ability to communicate technical information to non-technical personnel.
• Ability to work as part of a team while calmly assessing and prioritizing issues,
• Ability to help others use a computer and commonly known applications.
• Ability to manage multiple tasks simultaneously and adapt to rapidly changing situations.
• Proven ability to handle confidential information with discretion, be adaptable to various competing demands.
• Possess a valid driver’s license, vehicle registration and personal liability auto insurance.
• Ability to lift forty pounds.
• Must be able to relate to other people beyond giving and receiving instructions.
• Must be able to get along with coworkers or peers without exhibiting behavioral extremes.
• Display a willingness to receive and respond appropriately to criticism from a supervisor.
• Ability to effectively communicate information and respond to questions in person and in group settings with customers, vendors, and employees.