Help Desk Specialist I

Position Summary

Provides first line and single point-of-contact technical support to employees on a variety of issues over the phone, e-mail, or on-site. Maintains, analyzes, troubleshoots, and repairs computer systems, hardware, peripherals, telephony, and network connectivity.

• Oversees installation, configuration, maintenance, and troubleshooting of end user workstation hardware, software, and peripheral devices. Ensures network connectivity of all workstations and administers all equipment, hardware, and software upgrades.
• Manages servers, including e-mail, print, and backup servers and their associated operating systems and software. Also manages security solutions, including firewall, anti-virus, and intrusion detection systems.
• Practices network asset management, including maintenance of network component inventory and related documentation and technical specifications information.
• Conducts research on network products, services, protocols, and standards in support of network procurement and development efforts.
• Administers and maintains end user accounts, permissions, and access rights. Performs server and security audits as well as system backups and recovery.
• Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Skills, Knowledge, and Experience

1-2 years of similar or related experience in the field is preferred. A technical certification (i.e. A+, Security+, Network+, ITIL, MCSE, CCNA) will be acceptable in lieu of a degree and experience with demonstrated proficiency. Should have working technical knowledge of network configuration and Active Directory, and experience configuring network devices including PCs and servers. Should also have working knowledge of implementing/ modifying group policies, DNS, Desktop/Laptop deployment.

Ability to work independently while exercising sound judgment. Strong attention to detail and problem-solving skills. A high degree of organization, initiative, and self-motivation. A preference for a collaborative, energetic, and member focused workplace. Work involves contact with others inside and outside of the organization. Bilingual in English and Spanish is a plus.

This position description is not a complete statement of all duties and responsibilities comprising the position. It contains only the facts necessary to evaluate the position on a fair basis.