IT Help Desk Support I

Hours of Work: Full time. Typical hours are 8:00 a.m. to 5:00 p.m. Monday through Friday with occasional exceptions. Approximately once per month, this position will transition to a four-day, 10-hour schedule (7:00 a.m. to 5:30 p.m., Monday through Thursday). During that rotation, the employee will be on call for the preceding weekend.

Primary Job Purpose: The primary responsibility is to have a thorough knowledge and understanding of the bank’s data network and core system applications. Must create and maintain an environment of satisfactory Information Technology Regulatory and Security Compliance.

Essential Responsibilities and Duties:

• Serve as the first point of contact for West Gate Bank employees seeking technical assistance over phone, support ticket, or email.
• Perform remote and in person troubleshooting to diagnose and resolve hardware and/or software issues.
• Create step-by-step training material with screen shots for client and internal documentation.
• Help monitor and maintain system security and implement security procedure as appropriate.
• Provide technical guidance to staff and investigate problems resulting from unusual causes or errors in program data.
• Communicate all applications problems upward; communicate to bank personnel all applications updates and procedure changes.
• Monitor the Bank’s applications programs for proper use, potential efficiencies and improved customer service.
• Perform user account provisioning, deactivation, and modifications in active directory and identity systems.
• Support password resets, mfa enrollment, and role-based access controls.
• Identify and report suspicious activity, phishing attempts, or potential security incidents.
• Deploy, configure, and maintain end-user devices using endpoint management tools (e.g., Intune, NinjaOne).
• Assist with patching, updates, and asset inventory tracking.
• Other duties may be assigned.

Job Specifications

Work Direction: This position reports to the Senior Systems Engineer.

Accountability: This position has access to and knowledge of personally identifiable information and highly confidential/proprietary financial data of customers and staff. The utmost discretion and confidentiality must be exercised with all data.

Work Relationship: Daily contact and continuous contact with technology vendors and bank employees via the phone, in-person, electronically, and written communication. Must be able to communicate in a clear, concise, and pleasant manner.

Supervision: This position has no supervisory responsibilities.

Affirmative Action: Equal Opportunity Employer Veterans/Disabled

Qualifications: 

Education:

• Associate’s degree in computer science, BA in Information Technology or similar relevant field preferred.

Experience:

• Minimum 2 years’ experience working in the Information Technology services industry is preferred.
• Microsoft Server operating systems administration experience.
• Microsoft Office 365, SharePoint, and Teams systems administration experience.
• PowerShell scripting is preferred but not required.
• Jack Henry Silverlake experience preferred but not required.
• Cisco network, switching, and routing experience preferred but not required.
• Zoom Phone and Call Center experience preferred but not required.
• Hands on experience with diagnosing and resolving basic technical issues.
• Excellent communication and interpersonal skills.