Help Desk Technician

North Shore Bank is about helping families thrive, businesses grow and communities flourish. We are dedicated to championing our customers, empowering them to bank their best life, and supporting the community we all share. And it's our employees that make the difference. With offices located throughout eastern Wisconsin and northern Illinois, we offer a work culture that has been recognized as a Top Workplace twelve times by the Milwaukee Journal Sentinel.

As a mutual company, North Shore Bank isn't publicly-owned, which means when we come to work every morning, our sole focus is on providing high-touch service to our customers and employees, and supporting our local communities. Are you looking for a company that places long-term growth ahead of short-term profits? Where you can put your customers first and think creatively to solve challenges? Where respect, integrity and being true to your word are valued and rewarded? This is the place.

SUMMARY: The Help Desk Technician is responsible for directly supporting all facets of North Shore Bank's PC, workstation, and LAN environment. As part of a help desk support team, shares in responsibility for providing Tier 1 support including PC builds/rebuilds; data back-up and restores, data and software support.

ESSENTIAL DUTIES AND RESPONSIBILITIES: North Shore Bank's Position Descriptions are intended to describe only the major functions of the job. You may be expected to perform other duties specified by your manager. Everyone is expected to contribute whatever efforts necessary to operate efficiently and effectively to insure the success of the Bank.

Maintains a personal queue of "Trouble Tickets" as assigned via the help desk tracking system; responds to servicing open tickets in strict accordance with appropriate service level agreements.

Provides exceptional customer service and user support for both onsite and offsite users, and ensure that the client's needs are being met.

Troubleshoots, diagnoses, installs, and supports on-site hardware and software, as well as, general support of PC, laptops, cell phones, and printer and peripheral installations.

Provides user administration for networked users, including but not limited to, providing informal training to users for PCs, remote connectivity, bank applications, and other topics as needed.

Documents processes and procedures as needed.

Creates application user accounts as part of the new user and change user process.

Supports audio and video equipment in conference rooms.

Manages and monitors internal assets to ensure accurate inventory records following the bank's inventory process.

The expected workweek is typically 40 hours, however, some overtime will be necessary on occasion. Performs duties on an on-call rotation before and after regular business hours.

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:

Position requires a high school diploma or its equivalent. Requires excellent troubleshooting techniques with at least 1 year experience with PC desktop support, including strong familiarity with Microsoft Office Suite; supporting networked users of HP and Dell workstations; and, servers running MS Windows, Office, Outlook, and other common business applications. Excellent communication skills and a penchant for top-notch customer service are a must. A+ certification preferred.

OTHER SKILLS AND ABILITIES:

Excellent interpersonal skills with an ability to work with all levels of management and users with varying levels of technical ability. A person with exposure to Microsoft Windows, and TCP/IP is a plus. Reliable transportation for travel to branches (North Shore Bank is located in Eastern Wisconsin, Door County, and Northern IL.) The candidate must be able to communicate technical information, both verbal and written, to a wide range of end-users. The candidate must also have strong analytical skills to determine root cause.

PHYSICAL REQUIREMENTS: The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to stand; walk; sit; reach with hands and arms; stoop, bend, kneel; and talk or hear. The employee must occasionally lift and/or move up to 50 pounds. Requires ability to drive to various branch locations.