FirstBank Jobs

Description: The Help Desk Technical Support Representatives (TSR) role is to provide technical support and customer assistance. The Help Desk Technical Support Representative will provide administrative support for daily operational activities of the Help Desk in alignment with the business objectives of the organization. The Help Desk Technical Support Representative reports to the Help Desk Manager. This is a 100% on-site position in Bristol CT. The TSR also supports staff at multiple sites across Bristol, New Britain and Plymouth.

Primary Duties and Responsibilities:

• Provide Level I Technical Support (to include: Computer Hardware and Software; Windows Desktop operating systems; Microsoft Office; other organization-specific applications; Networks (both wired and wireless); IP phones and related systems and mobile devices (smartphones, tablets, etc.)), to the organization and ensure timely incident response and resolution for end-users at multiple locations.
• First-point-of-contact for technical issues and IT-related requests; ensure timely incident response, resolution, and when necessary, escalation, for end-users at multiple remote locations.
• Track ticket time and document work activity in Help Desk system; following department Standard Operating Procedures (and to keep current with changes of such).
• Effectively communicate with end-users, managers and relevant parties regarding issues, outages, updates and Help Desk Tickets.
• Assist in the deployment, upgrade and support of all IT systems; including telecommunications, PCs, operating systems, hardware, software, mobile devices, peripherals and Office Automation equipment.
• Assist in the development and implementation all IT policies and procedures.
• Assist in asset management for IT hardware, software and equipment.

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``` - Operational familiarity with phone systems (both analog and IP-based). - Operational familiarity with security camera systems and related software. - Keep current with the latest technologies and best practices. - Perform any/all other duties as assigned.

Minimum requirements:

• Two years of help desk, technical support work-related experience and providing technical support in an organizational setting, or one year of relevant experience and current A+ Certification.
• Moderate technical knowledge of PC operating systems, software and hardware, networking and mobile devices (smartphones, tablets, etc.). Application support experience.
• Valid Drivers License with an acceptable driving record and reliable transportation is required.

Knowledge/Skills/Abilities:

Effective and engaged team member; pro-actively looks for ways to enhance processes and interaction.

Self-motivated and engaged; consistently seeking to learn and grow and add increasing value to the Help Desk team and organization.

Approaches technical issues and related matters with accuracy; uses industry-standard terms and vernacular.

Understands and executes procedural standards consistently.

Excellent written and oral communication skills.

Excellent interpers