Helpdesk Support Specialist

PRIMARY PURPOSE OF JOB

Assists with various tasks within and related to the IT department.

This job offers a fast-paced, dynamic work environment where quick decision-making and independent work are valued. The team is collaborative, yet individual contributions are also highly encouraged. This role also presents a significant opportunity for growth and advancement, rewarding both successful performance and initiative. Candidates should be prepared to embrace change and take ownership, as initiative and a proactive approach are key to success.

EXPECTATIONS OF ALL SOUTHERN BANK TEAM MEMBERS

• Southern Bank team members exhibit Southern Bank’s values, which can be remembered with the acronym FIRSTS. We teach our team members about our “values in action,” which give further examples of how we can live out Southern Bank’s values.
  • We act as a FAMILY – We know we’re not a related family, but we really care about people, both personally and professionally. We like knowing that our skills, our time, and our efforts contribute to the overall success of those we spend time with every day.
  • We move with INNOVIATION – We push for better ways to solve problems. We are not afraid of a challenge; we’re driven to develop new ideas and solutions using creativity and experience. We are committed to leading, devising new solutions for all kinds of obstacles.
  • We are ROOTED – We’re from here. These communities are our homes, and we are deeply invested in making our hometowns the best that they can be. We are firmly committed to success in the places where we’ve known people our whole lives.
  • We prioritize SERVICE – We put others above ourselves. We make intentional decisions and take action to benefit others, be it in our daily work with our customers and fellow team members, or in volunteering our time, money, and energy in our communities.
  • We build TRUST – We strive to be reliable and trustworthy, honest and transparent. We are dedicated to doing what’s best for our team members, our customers, and our communities, and they can be confident that we are who we say we are.
  • We are a source of STRENGTH – We have a capacity and resilience that has come through years of experience and growth. We are able to support those who count on us, and those who need us can rely on us.
• Ensures the confidentiality of customer non-public personal information and secures information systems to comply with bank regulations.

ESSENTIAL FUNCTIONS AND PERFORMANCE AREAS          

• Provide internal first point of contact support for technical issues across the environment, including but not limited to: password resets, user access, equipment troubleshooting and application issues that are reported by team members
• Coordinate and collaborate with internal technical teams and team members to ensure availability and reliability of computers, peripherals, software, and hardware as needed.
• Assist in team member user access as required including onboarding, offboarding, department   transitions, name changes, etc.
• Conduct annual internal audits of IT-managed programs to ensure compliance and performance.
• Utilize ticketing systems to log, update, and resolve user issues, prioritizing based on urgency and impact while maintaining strong SLA (Service Level Agreement) performance.
• Document troubleshooting procedures and recurring technical issues for future reference and training by creating and maintaining internal knowledge base articles, documentation, and FAQs.
• Monitor system alerts and escalate issues as necessary to ensure timely resolution.
• Ability to work a flexible schedule with the requirement of participating in a rotating on-call schedule.
• Performs other duties as assigned by the IT HelpDesk and User Access Manager

KNOWLEDGE, SKILLS AND ABILITIES

• Basic knowledge of mobile (Android & iOS) and desktop computers systems
• Basic knowledge of MS 365 Applications
• Intermediate knowledge of Windows operating systems
• Strong troubleshooting and problem-solving skills
• Effective verbal, non-verbal and written communication skills
• Ability to work flexible schedule; and,
• The ability to be precise, accurate, and thorough in work, ensuring tasks are completed correctly and with minimal errors
• Productive time management skills
• Ability to multitask
• Comfortable working in a fast-paced environment
• Able to respond quickly and efficiently in high-pressure situations

EDUCATION, TRAINING AND EXPERIENCE REQUIREMENTS

• High school diploma or general education degree (GED) (Required)
• 3 months of relevant job experience (Preferred but not required)
• 6 months of relevant Information Technology technical training (Preferred but not required)
• Technical certifications such as CompTIA A+ (Preferred but not required)
• Previous experience working in ticketing systems, with SLA requirements (Preferred but not required)

CORE COMPETENCIES

Exhibits Southern Bank’s values, as further described through our values in action.

Information Monitoring: Setting up ongoing procedures to collect and review information needed to manage an organization or ongoing activities within it.

Initiating Action: Taking prompt action to accomplish objectives; Taking action to achieve goals beyond what is required; being proactive.

Continuous Learning: Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; and using newly gained knowledge and skill on the job and learning through their application.