Service Desk Associate

Lake Ridge Bank is seeking a dynamic professional to join our team as a Service Desk Associate! In this role, you will provide technical support to end-users, resolving hardware, software, and network issues. You will also ensure smooth IT operations and efficient problem resolution.

ESSENTIAL RESPONSIBILITIES:

IT Support (75%)

* Provide first-level technical support to end-users via phone, email, and in-person for hardware and software issues.

* Diagnose and troubleshoot issues related to computers, mobile devices, peripherals, and networks.

* Escalate more complex issues to higher-level support teams or subject matter experts as needed.

* Record, track, and manage support requests using a ticketing system to ensure timely resolution.

* Assist with setup, configuration, and maintenance of desktops, laptops, printers, and other IT equipment.

* Manage user accounts and permissions through Active Directory, Office 365, or other Bank applications.

* Install, update, and support software applications for end-users.

* Perform routine IT maintenance tasks, including software updates, patch management, and backups.

* Document troubleshooting steps, solutions, and best practices for future reference.

* Assist with on-boarding and off-boarding processes for employees, including equipment setup and access permissions.

* Maintain knowledge of IT policies and procedures, ensuring compliance with security protocols and company standards.

* Provide exceptional customer service, maintaining a friendly and professional attitude at all times.

* Participate in IT projects, such as hardware refreshes, software rollouts, and system upgrades.

System Administration (15%)

* Provide system administration for Bank applications as assigned.

* Perform server maintenance including application and operating systems updates on servers

* Configure and troubleshoot workstations, laptops, printers, network equipment and mobile devices per IT standards

Other Responsibilities (10%)

* Participate in Business Continuity planning and testing

* Some physical installation of network devices and other equipment required

* Completes all annual security and compliance training as well as adhere to and follow all processes/procedures as they relate to compliance and security.

* Participates in continuing education courses/seminars or self-development to keep abreast of current technology solutions and alternatives and to further knowledge for the role.

* Maintain confidentiality of customer and employee information at all times.

* Perform other related duties as necessary, assigned or requested

* 1-3 years of experience as an IT Service Desk Technician or similar role.

* Strong troubleshooting skills with a fundamental understanding of computer hardware, software, and network systems.

* Familiarity with Windows operating systems.

* Basic knowledge of networking protocols (TCP/IP, DNS, DHCP) and Wi-Fi troubleshooting.

* Experience with ticketing systems and remote desktop tools.

* Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.

* Ability to work independently and as part of a team.

* Excellent time management skills with the ability to handle multiple tasks simultaneously.

* Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation) are a plus. Ability to maintain confidential bank/customer information

* Ability to work well in teams and with vendors

* Ability to read, write, understand and speak English clearly

* Ability to represent the organization in a professional, positive manner

Preferred Qualifications:

* Associate's Degree in Information Technology and/or 2-4 years previous work experience in a similar position

* Previous work experience and/or knowledgeable in Active Directory, Microsoft 365 administration,

* Previous work experience in a multi-location organization

* Previous work experience in a financial institution

Lake Ridge Bank values a diverse workforce and is an Affirmative Action/Equal Opportunity Employer.

Consistent with Lake Ridge Bank's commitment to employ and advance qualified individuals with disabilities, Lake Ridge Bank provides reasonable accommodation to apply for or perform a job. Some examples of reasonable accommodation include alternate methods to apply, providing documents in an alternate format, altering work procedures, specialized equipment or use of an interpreter. If an individual needs reasonable accommodations to apply or perform a job here at Lake Ridge Bank, please contact Human Resources at (608) 849-2700 or email us.