The IT Support Tech is responsible for providing first line Tier 1 and 2 level support to end user requests related to desktop configurations, applications, email, internet access and peripherals. Additional responsibilities will include basic troubleshooting of hardware and software issues.
Essential Duties and Responsibilities (Other duties/projects may be assigned):
Manage incoming calls and service requests from users contacting the IT Help Desk. Ensure calls are attended to in the prescribed timeframe and escalation of issues is timely and efficient.
Assist in the maintenance of Active Directory and Application Accounts for end users as directed by documented procedures and policies.
Provide frontline technical support and education to on-site and remote employees by diagnosing and resolving basic software, hardware, mobile application and telephone system issues. Escalating advanced technical problems to the appropriate experts in a timely manner.
Become familiar with IT departmental procedures and policies. Recommend changes to procedures to improve processes and efficiency.
Work within a structured change control environment.
Perform a variety of basic technical tasks in the diagnosis, repair and maintenance of computers, peripherals, and equipment.
Track issues and solutions, including proper updating of internal knowledge base, by utilizing the current help desk software and remote desktop support software.
May install printers, copiers, scanners and peripheral equipment at branch or department locations, as requested and needed.
Assist in the creation of training material drafts for end-user frequently asked questions and knowledge base articles, as requested.
Assist with recording and maintaining inventory of hardware, software, peripheral network devices and licensing using current systems management software as needed.
Provides an exceptional level of service for internal and external customers, with the ability to build and maintain positive, professional relationships, to successfully interact with all levels and functional areas of the organization.
Excellent business communication skills to effectively document results, instructions, and recommendations, with demonstrated ability to effectively communicate basic technical information verbally and in writing to non-technical personnel, and the ability to read, write, speak, and understand English well.
Working knowledge of various basic troubleshooting tools and techniques.
Ability to identify and resolve basic computer system malfunctions and operations problems in a timely, accurate, and effective manner; with the ability to reason and analyze logical steps.
Knowledge of computer network security systems, procedures, techniques and applications.
Strong organizational, time management, and follow up skills, demonstrating a strong sense of urgency and ability to execute quickly, timely and efficiently, ensuring that priorities are set and commitments and deadlines are met at the direction of supervisors.
Demonstrated problem-solving skills with a high level of initiative and attention to detail and a strong focus on accuracy.
Ability to work independently while understanding the necessity for communicating and coordinating work efforts with other employees and departments.
Unquestionable integrity in handling sensitive and confidential information required.
Flexible with and accepting of change in a fast paced sometimes unstructured environment.
Proficient use of MS Office products (Word, Excel, Outlook), and retrieval of data, with the ability to adapt to, support and learn new technologies quickly.
High School Diploma or equivalent - required. Associates Degree in Computer Sciences or Certificate from an IT vocational program preferred.
1 + years of recent relevant work experience in an IT support role, to include system configuration, setup, troubleshooting and user support required.
Equivalent combination of education and comparable work experience may be considered.
IT certifications and/or accreditations highly desired.
Climate controlled office environment.
Work involves being able to concentrate on the matter at hand, under sometimes distracting work conditions and frequent employee and customer contacts and interruptions during the day.
Work requires regular attendance, punctuality and adherence to agreed-upon schedule with willingness to work a flexible and/or rotating schedule and or extended hours, which may require assisting at other locations, as needed.
Work may involve the constant use of computer screens, reading of reports, and sitting throughout the day.
Ability to operate a computer keyboard, multi-line telephone, photocopier, scanner and facsimile which often requires dexterity of hands and fingers with repetitive wrist and hand motion.
Work requires almost exclusive time spent using a telephone and computer; in the course of performing this position spends time writing, typing, speaking, listening, seeing (such as close, color and peripheral vision, depth perception and adjusted focus).
Typically sitting at a desk or table; intermittently standing, stooping, bending at the waist, kneeling or crouching to file materials, install equipment or wiring in confined spaces.
Occasional lifting 25-75 lbs. (e.g., files, boxes, equipment).
Less than 10% depending on assigned location; Willingness to travel to other Bank locations and meeting sites which may include overnight travel availability when needed; valid driver's license, proof of insurance, and access to reliable transportation; or the ability to access and utilize an alternative method of transportation, when needed, to carry out job-related essential functions.
The above statements are intended to describe the general nature and level of work being performed and are not an exclusive list of all qualifications for this position.
Heritage Bank is an Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, disability, or any other basis protected by applicable law.
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If you need assistance completing the online application, please email: HBRecruiting@HeritageBankNW.com
##JobCategory:Information Technology / Systems
##Street:435 E George Hopper Road
Heritage Financial Corporation