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IT Service Desk Technician

Company: Busey
Location: Champaign
Posted on: November 9, 2019

Job Description:

Schedule * 4 days 8:00am - 5:00pm; 1 day 9:00am - 6:00pm; rotation Saturdays 8:00am - 4:30pm & on call; when working Saturday one day off during the week. Duties/Responsibilities * Respond to inbound technical calls and helpdesk tickets from associates in an efficient, courteous, and knowledgeable manner. * Ensure that all calls taken have been resolved and if not resolved, ensure escalation has been done and the associate has been contacted. * Proactively determine ways to improve support/service and reduce the number of inbound calls. * Maintain an open line of communication regarding events, outstanding issues, and client follow-up. * Assist with installation and/or upgrade of software and hardware. * Resolve problems by gathering information, determining the customers' needs, and conducting research to find a correct solution. * Acquire and maintain a working knowledge of a wide range of applications and systems. * Rebuild workstations when required to resolve support issues. * Maintain documentation for the calls received and job function responsibilities. * Assist with day to day administration of various software solutions. Education * Requires Associate's degree or 1 or more years of related experience. * Requires knowledge of Windows 7, Windows 8, and Windows 10, and Windows XP. * Experience with Microsoft Server 2008 and Active Directory preferred. * Requires knowledge of Microsoft Office 2010, Microsoft Office 2013, and Microsoft Office 2016. Qualifications Knowledge of: * Strong oral and written communication skills * Hardware and software programs * Mobile devices (iPad, iPhone, Android, etc.) Ability to: * Maintain confidentiality of Bank and customer information * Take independent action within established options and develop new procedures and approaches to problems when necessary * Analyze assignments based on a wide knowledge of many factors where application of advanced or technical concepts are required * Maintain visual attention and mental concentration for extended periods of time * Perform duties and make decisions with patience and tact under frequent time pressures * Frequently lift and carry computer equipment with the average of 20 pounds EOE of Minorities/Females/Vets/Disability

Keywords: Busey, Champaign , IT Service Desk Technician, Professions , Champaign, Illinois

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