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AmeriServ Financial Bank · 1 day ago

Help Desk Specialist I

Johnstown, PA

Full-time

Onsite

Entry Level

3+ years exp

AmeriServ Financial Bank is seeking a Help Desk Specialist I to maintain a reliable technology environment by assisting clients with IT-related issues. The role involves responding to client calls, managing incident tickets, and ensuring proper access to IT systems while providing high-level customer service.

BankingCrowdfundingFinancial ServicesVenture Capital

Responsibilities

Maintain a reliable technology environment by responding to client calls and assisting them by resolving their issues or escalating the issue to the appropriate person

Assist setting up and maintaining client access privileges for various IT Systems

The IT Support area is the main client contact point for IT related issues; (IT hardware, software, applications, telephones, etc.) This position is responsible for receiving clients’ calls, resolving the caller’s issue, or escalating to the appropriate party

Keep track of incoming requests within incident management ticketing system. Enter the important details including steps to resolve the issue accurately and in a timely manner based on the standard SLA’s. Assign tickets to the appropriate support operator when necessary. Enter on-call tickets the coming from e-mail, in-person, and chat

Manage various systems access accounts in accordance with established policies and IT Control. Ensure all employee access requests are completed accurately and on time

Function as liaison between the client, IT Support Team and Network/Voice Team, and application administrations to determine who has the expertise to handle issues

Recognize more serious situations and alert the appropriate administrator(s) of the issues that warrant immediate attention and alert the other clients of serious problems

Function as main source of companywide or departmental communications regarding system related issues. Notify clients of any planned updates or outages that could affect daily operations

When required assist with configuring new and repurposed IT equipment in accordance with the established configuration requirements. Provide high-level customer service when deploying all IT equipment to an end-user following the installation procedure

Apply software patches to IT equipment in accordance with the established change management practices, using the automated patch management system where applicable

Adhere to IT policies and procedures

Maintain and update IT Support documentation and knowledge base system for customer self-service portal

Act as part of the 'After hours' on call support team including response to system notifications and incidents. Being part of the on-call rotation requires documentation of calls and or emails received with details of the resolution in the ticketing system

Continue to keep current and enhance knowledge of computer hardware and software through courses, certifications, or continuing education

Maintain a good working relationship with Company employees. Demonstrate strong interpersonal skills with the ability to work independently and motivated to work as a team player to contribute to the success of the department and in turn, the organization

Follow the core principles representing the ideal behaviors that will guide the IT Team to success: 1.) Respect Others, 2.) Give Your Best, 3.) Be Accountable, 4.) Communicate Transparently and Effectively, 5.) Inquire and Provide Honest Feedback, and 6.) Commit to a Lifetime of learning

Qualification

IT SupportIncident ManagementCustomer ServiceAnalytical SkillsTechnical ProficiencyCommunication SkillsDeadline OrientedEthical ConductInterpersonal Skills

Required

An associate degree in an Information-related field with at least 1 year of IT-related experience is required or a high school education with at least 3 years IT-related experience

A practical knowledge of mobile and PC operating and application systems with an understanding of network topologies is required

A proven ability to diagnose and correct operating system and application problems

Strong interpersonal, analytical and communication skills are required

Professional demeanor with clear and direct communication skills

Self-motivated and results oriented

Ability to thrive under pressure and deliver effectively in a fast-paced environment

Ability to manage multiple priorities effectively and consistently