It Helpdesk Technician Ii

Bank of Marin, voted by our employees as one of the "Best Places to Work" in the North Bay Business Journal, is seeking an IT Helpdesk Technician to join our IT Department team at our Regional Office in Rancho Cordova. In a team-oriented environment, the IT Helpdesk Technician II will be responsible to providing extraordinary computing and communication support to internal employees. This role is responsible for mobile phones, asset tracking, request tracking, and reporting.
Essential Duties:

• Represent the bank in a positive, courteous, friendly and professional manner, including direct client contact as well as telephone, email and other methods of communication.
• Serve as first point of contact for all phone and email requests related to computing and communication systems, providing a high level of continuous communication to IT customers on reported issues.
• Maintenance of Active Directory including but not limited to account creation, deletion, reset passwords and perform account administration.
• Perform work delegated from the Systems Administrator team including but not limited to administration of Microsoft Active Directory including GPO's, DHCP scope, DNS administration.
• Maintain record of all helpdesk tickets, including telephone calls, sessions, e-mail, etc. and resolution of each issue.
• Elevate complex issues/problems to appropriate resources, including third-party vendors; track progress and ensure timely resolution of end user issues.
• Configure, image, and install new or replacement Windows based PCs, laptops and network printers.
• Provide exceptional support to mobile users.
• Make switch and associated network gear configuration changes as directed by the network administrator.
• Provide Enterprise software user administration as permitted by IT management.
• Maintain inventory supplies and contact hardware vendors for warranty replacement/repair.
• Maintain and update an internal knowledgebase record of resolutions to reported problems.
• Provide technical solutions to help improve workflow.
• Other duties may be assigned.

Additional Requirements:

• Working knowledge of the inter-relationships of computer hardware, software, Local Area and Wide Area Networks. Should have experience with network switches. Experience with SD-WAN networks is preferred.
• Excellent verbal and written communication skills, organizational, and collaborative problem-solving skills.
• Excellent customer service skills to support the technical needs of the user group.
• Demonstrated analytical and problem-solving ability.
• Full understanding of desktop, printer, and scanner hardware
• Possess a basic understanding of security, device troubleshooting, and an understanding of PowerShell scripting preferred.
• Experience with the administration of the MS Office Suite, O365 is preferred.
• Ability to carry up to 50lbs.

Professional / Educational Experience: Minimum 3 years computer support experience. Associate degree (A.A.) or equivalent from two-year college or technical school; or equivalent combination of education and experience and/or training. CompTIA A+ and CompTIA Network+ Certifications preferred.
The hiring pay range for this position is $29.33 to $41.67. In addition to the pay range listed, all bank positions are eligible for incentive compensation, which varies based on role. The pay rate for a successful applicant depends on a variety of factors including but not limited to geographic location, work experience, education, and/or skill level.
The Bank of Marin is a growing public company with career advancement opportunities. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, a retirement savings plan with employer matching opportunity, bank paid employee stock ownership plan, tuition reimbursement, employee volunteer program and more. Additional details about total compensation and benefits will be provided during the hiring process.
Bank of Marin is an equal opportunity employer. EOE AA M/F/Vet/Disability