IT Help Desk Representative II- Billings

  • First Interstate Bank
  • Billings, MT, USA
  • Sep 21, 2020
Full time Customer Service Information Technology Computer Science

Job Description

SUMMARY

The primary responsibilities of the IT Helpdesk II position will be the ongoing management of First Interstate BancSystems workstation and mobile device environment by; analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal IT Helpdesk. Specifically, IT Support II personnel are responsible for administration and internal support of First Interstate BancSystems PCs, Thin Clients, end user’s personnel & network printers, mobile devices, software, and related equipment. Tasks include (but are not limited to): second and third-tier end-user support, workstation maintenance, software management including upgrades and configurations, as well as fulfilling internal service requests for new hardware or software installations. 

 
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following; other duties may be assigned.

  • Field all levels of application support and operational calls from bank employees.

  • Consistently and without fail provide the highest levels of support and professionalism including the ability to effectively communicate not only with end-users, but also internal operations and third-party vendor support via phone, e-mail, and in-person.

  • Resolve any customer inquiries or issues that fall within First Support’s “Scope of Practice” in a timely manner and properly escalate issues on a limited basis.

  • Must demonstrate complex problem-solving skills when interacting with end-users and all other areas of Operations and third-party vendor support to identify and correct problems.

  • Maintain current knowledge of information systems applicable to First Interstate Bank as well as a familiarity with First Interstate Bank systems and processes.

  • Documents procedures and guidelines.

  • Consistently and without fail complete monthly rotating tasks as assigned.

  • Other duties as assigned by the manager including but not limited to proactively recommending improvements within First Support.

  • Work closely with all areas of First Interstate Bank support, including servers, network, and security personnel to ensure all Bank software applications are running/performing properly.

  • Understand how supported applications interact with the underlying technologies including Windows Server, SQL Server, Active Directory, System Center Configuration Manager, Citrix XenApp, network technologies, and VMware.

  • May be required to work after hours and weekends to accomplish work tasks.

 
QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and /or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

High School diploma (or equivalent) and one to two years related experience and/or training required; Four-year college degree or CompTIA A+ certification a plus; Experience with Microsoft products including but not limited to Microsoft Office and Microsoft Desktop Operating systems i.e. Windows 10; Microsoft Active Directory knowledge is helpful.

OTHER SKILLS & ABILITIES

  • Understanding of enterprise client/server relationships, networking (TCP/IP), and Internet technologies fundamentals

  • Ability to multi-task and prioritize workload.

  • Ability to solve complex problems independently.

  • Must be a self-starter and detail-oriented

 
LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs. 
 

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions.  Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.  Ability to identify trends and identify solutions to those trends.
 

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to sit and talk or hear.  The employee is occasionally required to stand; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl.  The employee must occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.


WORK ENVIRONMENT

The work environment characteristics described here are representative of those employees' encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.