Desktop Support Technician

Posted by Citizens & Northern Bank
Wellsboro, PA
November 23, 2022

Job Details

Full Job Description

Desktop Support Technician
US-PA-Wellsboro
Job ID: 2022-2015
Type: Full-Time
Category: Information Technology
Wellsboro
Overview
At C&N we have a mission to take care of our customers to be the only bank they need. The qualified Desktop Support Technician is responsible for supporting and maintaining desktop computer systems and peripherals. This includes installing, diagnosing, repairing, maintaining and upgrading all hardware and equipment while ensuring optimal workstation performance. The position will also troubleshoot problem areas and provide end user training and assistance where required.
Responsibilities
1. Supports Desktop Environment.

  • Performs analysis and resolutions of complex PC problems for a variety of end users, recommends and implements corrective solutions, (may involve off-site repair work), if necessary, escalates calls appropriately to an administrator or engineer.
  • Diagnoses basic software and hardware problems within 30 minutes to 1 hour.
  • Researches and recommends best methods for software deployments, may involve designing customized install procedures.
  • Recommends, schedules, and performs software, hardware and peripheral equipment improvements, upgrades and repairs.
  • If necessary, liaise with third-party support and equipment vendors to resolve issues.
  • Notifies supervisor immediately of high priority problems, critical status changes, and client complaints.
  • Keeps abreast of the latest developments in desktop hardware and software technologies.

2. Maintains calls in the Helpdesk software package.

  • Enters call information into Service Desk, immediately upon receipt.
  • Enters revised status information into the Service Desk system after updates are performed.
  • Updates customers on the status of open calls via verbal or written methods.
  • Changes status of checked calls from “open” to “closed”- adding comments, if necessary, notifying other technicians about results, then closing calls in a timely fashion.
  • Documents changes to software support procedures as soon as possible in Service Desk under Solutions. Documents support and maintenance of software packages in Service Desk.
  • Creates monthly reports of calls for supervisor and shares information of reports during staff meetings.
  • Documents the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Helps with the responsibly of maintaining the Service Desk software.

3. Completes setup of all new PC’s, Laptops, Thin clients, branch scanners, receipt printers.

  • Researches, recommend, and orders any new workstations, laptops, and general office supplies, parts and software.
  • Singularly completes the entire build, configuration and testing of computers for delivery.
  • Ensures all desktop PC’s & Laptops are built according to C&N Bank standards and loaded with the correct versions of application software, complete with the latest service patches.
  • Delivers and sets up computers, thin clients, branch scanners, and receipt printer devices, including relocating computer equipment as needed.
  • Places warranty and non-warranty service calls with the vendors of the equipment in need of repair, including copier/fax machines.
  • Maintains assigned equipment to correct configuration.

4. Backs up desktop computer images, software media, and software licenses.

  • Builds and stores bootable custom installs for computers to provide a quick way to setup and restore.
  • Completes monthly or quarterly backups of specific critical PC’s, as assigned, according to schedule.
  • Regularly tests, restores and documents completion of the process.
  • Maintains inventory of PC’s, Laptops, monitors, keyboards, hard drives, modems, printers, scanners, and other peripheral equipment as assigned.

5. Performs monthly Patch Management.

  • Checks monthly for new patches and maintains software patch deployments for operating systems and applications, via Patch Management Product in area of responsibility.
  • Monitors unauthorized software, unauthorized files, misused passwords, etc.
  • Completes installation and documentation for patches, according to schedule.

6. Performs duties related to maintaining Business Continuity Site.

  • Maintains Application and Hardware system readiness.
  • Performs scheduled restore/testing procedures on Computers, software, hardware and peripheral equipment.
  • Assumes accountability for specific responsibilities as assigned for Business Continuity.
  • Duplicates desktop software licenses and install media and send to the DRP site for storage.
  • Documents Business Continuity Site processes and performs yearly updates to the documentation.

7. Training and Education – Completes all assigned training as established in a timely manner, including compliance, certification & licensure, and other developmental requirements.

8. Customer Service – Exemplifies C&N Customer Service Standards.

QualificationsEducation: High school diploma or general education degree (GED)and Experience: 1-2 years of previous related experience and/or training in a related field. OR: Equivalent combination of education and experience.

Recommended Certifications: Network + or Microsoft Related Certification.

Special Requirements: Travel required to various locations.

Skills:

  • Strong Communication
  • Critical Thinking
  • Detail Oriented
  • Strong Research Skills
  • Proficient in Microsoft Products

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