Provides technical assistance and support by phone for incoming requests from IBC internal customers and end users, work tracked by service tickets in ServiceDesk Plus The position will also be responsible for ensuring standardized and comprehensive troubleshooting ,…
Full Description :
successes are the result of an aggressive and innovative attitude. The Bank's "We Do More" philosophy reflects it's dedication to the growth and success of it's employees, customers and communities. IBC bank hires talented, creative and dedicated individuals to help our business succeed. We are a company that values leadership, community engagement and relationship building that leads to a culture of excellence. We are currently seeking to fill positions across all business segments. IBC's focus is to be customer centric and strive to provide excellent customer experience.
864 Service Desk
The Service Desk Technician I will serve as Single Point-Of-Contact for all incidents/service requests, based on prioritization and urgency/impact, as reported by business stakeholders. The position will also be responsible for ensuring standardized and comprehensive troubleshooting steps are performed for each individual incident/request, providing thorough reporting to Service Desk Technician II and Supervisors as needed for escalation.
ESSENTIAL JOB FUNCTIONS
The statements on this job description are intended to describe the general nature of level of work being performed by incumbents. They are not an exhaustive list of all responsibilities, duties, and skills required by all incumbents.
Provides technical assistance and support by phone for incoming requests from IBC internal customers and end users, work tracked by service tickets in ServiceDesk Plus
Troubleshoots and resolves common internal/external serviced applications, software, hardware, etc.
Provisions network access and password resets in all applications administered by IT Services
Gathers pertinent details and assigns/escalates tickets to the appropriate level of support
Processes network access setup for new employees/non-employees
Performs software installation on computers
Provides front line support for mobile devices
Provides user awareness and education for IBC supported applications
Navigates and utilizes IT Service Desk SolutionsBase, processes & procedures
Provides technical assistance for software upgrades
Utilizes intra-departmental training resources to achieve competent and proficient skill level with standard IT systems and IT industry practices
Other duties as assigned
Complex Problem Solving
High School Diploma or GED
Associate’s, Bachelor’s Degree or Technical Certification in related field