Help Desk Support Specialist

Western State Bank

At Western State Bank, we’re committed to providing trusted financial solutions with a personal touch. Our team is dedicated to building strong relationships, supporting our communities, and helping customers reach their financial goals. We’re looking for motivated individuals who share our commitment to service, teamwork, and making a positive impact.

About the Role:

The Help Desk Support Specialist serves as the first point of contact for end users experiencing technical issues within the organization. This role is critical in ensuring timely resolution of hardware, software, and network problems to maintain operational efficiency. The specialist will diagnose, troubleshoot, and resolve a variety of technical issues, escalating more complex problems to higher-level support teams as necessary. By providing clear communication and excellent customer service, the specialist helps minimize downtime and supports user productivity. Ultimately, this position contributes to a seamless IT support experience that aligns with the organization's technology goals and user satisfaction standards.

What You Will Bring:

Minimum Qualifications:

• High school diploma or equivalent.
• Basic understanding of computer hardware, operating systems (Windows, macOS), and common software applications.
• Ability to troubleshoot routine computer, phone, printer, hardware, software, access, and user support issues
• Ability to communicate clearly and professionally with team members at different levels of technical understanding.
• Ability to document work accurately, follow procedures, manage follow-up items, and protect confidential information.
• Ability to lift, move, pull, push, or carry technology equipment up to 75 pounds as required.
• Experience with help desk or customer support roles, preferably in an IT environment.
• Ability to follow established procedures and work effectively in a team environment.

Preferred Qualifications:

• Two or more years of help desk, desktop support, IT support, banking technology, or related technical support experience.
• Experience using a help desk ticketing or request tracking system.
• Experience supporting Microsoft Office, Windows-based workstations, printers, phones, user accounts, and common business applications.
• Experience with equipment setup, asset tracking, onboarding support, or system access administration.
• Experience working in banking, financial services, or another regulated environment.
• Associate degree or higher in Information Technology, Computer Science, or related field.
• Experience supporting remote users and mobile device management.

Responsibilities:

• Respond promptly to incoming help desk requests via phone, email, or ticketing system.
• Diagnose and resolve basic technical issues related to desktops, laptops, printers, and mobile devices.
• Assist users with software installations, configurations, and updates.
• Document all support activities and solutions accurately in the ticketing system.
• Escalate unresolved issues to appropriate IT teams while maintaining communication with the end user.
• Provide guidance and training to users on common IT procedures and best practices.
• Maintain an up-to-date knowledge base of common issues and resolutions.

What You Will Do:

The Help Desk Support Specialist utilizes strong problem-solving skills daily to identify and resolve technical issues efficiently. Effective communication skills are essential for interacting with users of varying technical expertise, ensuring clear understanding and user satisfaction. Technical skills in hardware and software troubleshooting enable the specialist to address a wide range of support requests independently. Familiarity with ticketing systems helps in tracking and documenting issues systematically, facilitating smooth escalation and follow-up processes. Additionally, the ability to learn and adapt quickly supports continuous improvement and the adoption of new technologies within the support environment.