Help Desk Technician

Position Title:   Help Desk Technician      
Location: Wakefield, MA
6+ Month Temp To Hire
M-F 8:30am-5pm (onsite)
Pay Rate: $28-$32/hr                                                             
                                                                                                                                                                              
GENERAL SUMMARY
Supports all employees with using Track-It (Help Desk) to ensure their issues are resolved in a timely manner, within company guidelines.

ESSENTIAL JOB FUNCTIONS*

• Maintains data and monitors security access.
• Responds to end user inquiries and/or troubleshoots (1st level).
• Responds immediately to information systems security incidents and provides post incident analysis.
• Resolves hardware and software problems.
• Creates and deletes user accounts.
• Edits file rights management.
• Conducts software and hardware installations and/or upgrades.
• Documents any system upgrades or system changes.
• Creates/edits policies and procedures.
• Maintains familiarity with installed software standards and procedures and provides technical guidance to other staff.
• Maintains inventory of all hardware and software.
• Implements new project plans and assists in deployment of solutions.
• Analyzes security requirements for systems/networks.
• Communicates and enforces the defining, implementing and maintaining company information security policies.
• Required to participate in trainings, and comply with all Bank policies and procedures, as well as Federal and State banking laws and regulations

OTHER DUTIES AND RESPONSIBILITIES

• Performs additional duties, as assigned.

PREPARATION, KNOWLEDGE, SKILLS & ABILITIES

• Associates degree in computer science preferred.
• Minimum of 2 years’ experience in help desk setting.
• Proficient knowledge of information systems.
• Ability to multi-task.
• Ability to interpret and communicate information, ideas, and instructions clearly and accurately, both verbally and in writing.
• Ability to provide excellent, efficient customer service to end users.

WORKING CONDITIONS/PHYSICAL DEMANDS

• Normal office environment.
• While performing the duties of this job, sitting is regularly required for long periods of time. The job frequently requires speaking or hearing. Specific vision abilities required by this job include close vision and the ability to adjust focus.  This job requires frequent computer monitor use.
• Ability to lift minimum 50 pounds.
• Must have a vehicle, valid driver’s license and be able to drive between Bank locations.

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