Help Desk Specialist

Description

Position Summary: Assist the Information Security/ Information Technology (IS/IT) Manager with daily duties and responsibilities. Provide technical assistance such as trouble-shooting; unlocking and resetting passwords to staff. Must be knowledgeable of standard software such as Excel, Word, Outlook, etc.  

Reporting Relationship: Direct report to the Information IT Manager & IS/Compliance Officer; indirectly reports to the VP/Chief Operating Officer.

MAJOR ACCOUNTABILITIES:

1. Assist the IT Manager in order to achieve the daily duties being performed, while meeting established deadlines. Monitor assigned Information Security Management reports. 

2. Help with training of new personnel on the use of the network, outlook, intranet, etc.

3. Perform duties associated with the IT Help Desk: troubleshoot questions and resolve problems in regards to the Bank’s information systems and applications.

4. Responsible in providing information when requested by customers and branch personnel in a prompt, professional, and courteous manner.

SPECIFIC DUTIES:

• Backup the IT Manager in      supporting the Bank staff request for assistance via email, telephone and      the IT Help Desk online tickets. “Triage” and prioritize based on need,      escalating to the IT Manager or Complete Network when warranted.
• Assist customers with online      banking services (internet banking, bill pay, electronic statements,      mobile banking, etc.).
• Perform assigned duties of the      IT Manager in her absence.
• Run and save copies to a      laptop of the Loans and Deposits trial balances daily.
• Assist with updates to the      Bank’s intranet; ensuring forms and polices are kept up-to-date and      archive out dated versions.
• Assist with the annual      rotation of computers; installs and updates to computers, network hardware      and software; and maintenance of the Bank’s network systems.
• May install      and configure peripheral equipment.
• Assist with managing      information and access control procedures.
• Offer ideas and suggestions on      addressing organizational information needs with current technology
• Assist      in developing and testing disaster recovery protocols for the      organization's 
  • information       systems and data processes 
• Assist      in managing an IT portfolio of basic strategic and systems related 
• Initiatives      and inventory
• Provides      support to the IT Manager in developing and directing the systems 
• analysis,      programming, and operation of the in-house electronic data processing 
• (EDP)      system
• 13 Assist in maintain and updating the      bank’s website.

Work Environment

• This job      operates in a clerical, office setting. This role routinely uses standard      office equipment such as computers, phones, photocopiers, filing cabinets      and fax machines.  

Physical Demands

• The      physical demands described here are representative of those that must be      met by an employee to successfully perform the essential functions of this      job.
• This      is a largely sedentary role; however, some lifting is required. This would      require the ability to lift boxes, computers, etc. and bend or stand on a      step stool as necessary.  

Other Duties

• Please      note this job description is not designed to cover or contain a      comprehensive listing of activities, duties or responsibilities that are      required of the employee for this job. Duties, responsibilities and      activities may change at any time with or without notice.
• Guaranty Bank and Trust Co. is an Equal      Employment Opportunity Employer. All qualified applicants will receive      consideration for employment without regard to race, color, religion, sex,      sexual orientation, gender identity or national origin.