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About the Position

Part-Time IT Help Desk Associate

Location: Lexington, South Carolina

Resolve technology-related issues by phone or network connection with line of business technology users using professional and responsive customer service skills and capabilities.

Essential Duties and Responsibilities (Other duties may be assigned.)

  • Serve as the first point of contact for bank employees seeking technical assistance/problem resolution, working requests by way of phone and/or email.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions.
  • Determine the best solution based on the issue and details provided and walk employees through corrective action or take corrective action as appropriate.
  • Direct unresolved issues to the next level of support staff.
  • Provide accurate information on bank IT systems and resources.
  • Track issues and resolutions in appropriate ticketing systems.
  • Follow-up and update employees on resolution status and information until issue is resolved
  • Manage response times on any outstanding “tickets” or calls.
  • Identify and suggest possible improvements on processes and procedures.
  • Communicate any significant matters or patterns to senior IT Associates or the IT Director

 

Qualifications

  • Proven experience as a help desk technician or other customer support role.
  • Strong problem solving skills
  • Tech savvy with working knowledge of IT concepts and practices.
  • Good understanding of computer systems, mobile devices and other tech products.
  • Ability to diagnose and resolve basic technical issues.
  • Effective oral and written communication skills.
  • Basic problem-solving and analytical skills.Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
  • Proficiency in using personal computers and products like Office 365, Azure, including end-user tools like Excel, Outlook, Word, etc.