IT/Network Help Desk Associate

Position Summary Resolve technology-related issues by phone or in person with line of business technology users using professional and responsive customer service skills and capabilities. Essential Duties and Responsibilities (Other duties may be assigned.) Serve as the first point of contact for bank employees seeking technical assistance/problem resolution, working requests by way of phone and/or email. Perform remote & on-site troubleshooting through diagnostic techniques and pertinent questions. Determine the best solution based on the issue and details provided and walk employees through corrective action or take corrective action as appropriate. Research unresolved issues or direct to the next level of support staff. Provide support to banking office staff by installing and/or moving computer equipment and systems as needed Track issues and resolutions in appropriate ticketing systems. Follow-up and update employees on resolution status and information until issue is resolved Manage response times on any outstanding "tickets" or calls. Identify and suggest possible improvements on processes and procedures. Communicate any significant matters or patterns to senior IT Associates or the IT Director Qualifications Proven experience as a help desk technician or other IT customer support role. Strong problem solving skills Working knowledge of IT concepts and practices. Good understanding of computer systems, mobile devices and other tech products. Ability to diagnose and resolve basic technical issues. Effective oral and written communication skills. Basic problem-solving and analytical skills. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Proficiency in using personal computers and products like Office 365, Azure, including end-user tools like Excel, Outlook, Word, etc. FIRST COMMUNITY BANK (SC) is an EEO employer - M/F/Vets/Disabled View all jobs at this company