SUMMARY
The Help Desk Technician provides timely and accurate initial support to end users on a variety of computer and information technology related issues in order to maintain the highest level of end user work efficiency.
Somerset Trust provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
ESSENTIAL DUTIES AND RESPONSIBILITIES

Maintains a thorough knowledge of currently used technical systems, all operational computer hardware, application software and users within the company in order to provide timely and accurate responses to support requests.
Receives and processes all requests for IT Help Desk support with a positive attitude and in a thorough, efficient, customer service-oriented manner.
Provides accurate and timely telephone, hands-on or other support solutions for all IT related system and application problems in order to allow STC personnel to function with minimal interruption.
When necessary, prioritizes and escalates support requests and coordinates with IT personnel and other resources to resolve user problems and comply with user requests.
Tracks, documents and communicates the status of any user requests with the user or other appropriate personnel as necessary to maintain an acceptable service level and positive user satisfaction.
When appropriate, may make diagnoses, repairs and/or recommend replacements of malfunctioning equipment as needed to properly maintain the functionality of a user's existing computing assets.
Is responsible for the setup and installation of new PC's and peripherals for users.
Maintains information on IT assets and provides management with any requested information regarding those assets.
Notifies affected users when problems occur during the work day.
Notifies affected users of scheduled maintenance.
Reviews System logs as requested.
Writes procedures as necessary.
Provide after hour support to the end users.
Performs additional tasks within the IT Department as requested.
Understand and support all BSA/AML responsibilities as applicable to the position as well as consistently, accurately, and timely carry out these responsibilities in compliance with the Bank's internal policies.

SUPERVISORY RESPONSIBILITIES
None

EDUCATION AND EXPERIENCE
Associates degree or higher in Information Technology field or one year of related work experience required.


PHYSICAL DEMANDS

The physical demands 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 sit; use hands or fingers to operate office equipment such as keyboards, telephones, etc. and to talk and hear. The employee frequently is required to walk and reach with hands and arms.
The employee is occasionally required to stand; walk; climb or balance; stoop, kneel, crouch, or crawl. The employee must occasionally left and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.