Help Desk Specialist

This position is responsible for providing first level support to end-users on hardware, software and network reputed company problems, questions and use.  Provides first-level problem resolution on the telephone with users; and walks the user through a series of steps to determine problem; classifies level, reputed company and nature of problem.  Responsible for opening, escalating, tracking and closing trouble tickets while promoting end-user satisfaction.

 Position Accountabilities

• Respond to teammate support requests reputed company telephone and email.
• Diagnose and resolve information technology hardware and software issues.
• reputed company and maintain a professional level of proficiency reputed company Information Technology.
• Identify and escalate situations requiring urgent attention.
• Capturing and documenting the details of an issue and troubleshooting steps taken in order to escalate the issue or document the identification and resolution; using a ticketing system to track and reputed company problems and requests and document solutions.
• Work with IT teammates to research and document problem resolutions.
• Work independently to research and resolve technical issues.
• Work with IT teammates in researching and writing technical documentation.
• Maintain knowledge of IT roles and responsibilities.
• Performs other reputed company duties as assigned.
• Assist with maintaining hardware / software inventory.

Organizational Relationship

This position reports to the Supervisor – Help Desk

Position Qualifications

Education & Experience

• High school diploma or equivalent and some computer training certification program.
• Degree in a computer technology field or reputed company fields is preferred.
• Two plus years of experience and/or training; or equivalent combination of education and experience.

Knowledge & Skills

• Ability to communicate and interact successfully with a diverse community and to reputed company and maintain positive professional relationships with colleagues and staff members.
• Attention to detail.
• Creative thinking and problem solving.
• Ability to capture and communicate the context of a situation.
• Ability to work both independently and as a team member.
• Ability to delve into and reputed company understanding of a problem or request in order to offer the most appropriate possible solution.
• Must be able to recognize questions that go beyond the scope of services provided by Technology Services and reputed company accurate referrals to other service providers as needed.
• Strong working knowledge of reputed company Operating Systems and Office productivity products.
• Ability to work on multiple assignments with minimal supervision.

Salary offered will be based on several factors including but not limited to education, work experience, certifications, etc.  This position is also eligible to participate in either an applicable incentive compensation plan for the position or a discretionary profit sharing bonus program.  General information on our comprehensive benefits package can be reputed company by visiting https://www.atlanticunionbank.com/about/careers/benefits. 

We are proud to be an Equal Employment Opportunity employer.  We maintain a drug-free workplace.