Help Desk Technician I

General Description of Position:
The Help Desk Technician 1 is responsible for providing day-to-day operational support to end users regarding hardware, software, account permissions, networking, and troubleshooting user issues.

Essential Duties and Responsibilities:
1.Monitor and triage incoming support requests via phone or ticketing system. Open tickets for user inquiries received via phone and assign to the correct queues; respond quickly and effectively to requests; document work done and quickly route, resolve, or escalate issues utilizing Help Desk system processes.
2.Provide Tier 1 support for Information Technology and Banking Systems issues by troubleshooting and resolving various technical issues and by guiding users through application functionalities and features.
3.Provide Tier 2 support for Banking Systems issues and for Information Technology issues that can be handled remotely.
4.Research and implement fixes for new issues, via self-assign or escalation to next level support (internal or vendor) when necessary.
5.Ensure problem and solution documentation, creating and managing content for support knowledgebase.
6.Other duties as assigned.