IT Help Desk Specialist - Decorah Bank and Trust Company : Job Details

Job Type Full-time Description Decorah Bank & Trust Leadership & Service to Others * Growth Mindset * Teamwork * Have Fun! The IT Helpdesk Specialist provides first-level technical support to internal users across all bank branches. This role is responsible for troubleshooting hardware, software, and network-related issues, ensuring system functionality, and maintaining strong data security protocols. The ideal candidate will be customer-focused, proactive, and familiar with IT operations in regulated financial environment. Essential Duties and Responsibilities for this position include:

• Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
• Determines whether problem is caused by hardware such as modem, printer, cables, or telephone.
• Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
• Logs and tracks calls using help desk ticketing system.
• Prepares standard statistical reports, such as help desk incident reports.
• Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate.
• Consults with programmers to explain software errors or to recommend changes to programs.
• Calls software and hardware vendors to request service regarding defective products.
• Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
• Writes software and hardware evaluation and recommendation for management review.
• Writes or revises user training manuals and procedures.
• Develops training materials such as exercises and visual displays.
• Trains users on software and hardware on-site or in classroom, or recommends outside contractors to provide training.
• Installs personal computers, software, and peripheral equipment.
• Monitor patch-management solutions to ensure patch policies are effective.
• Primary stakeholder for phone system.
• Primary stakeholder for helpdesk ticketing system.
• Other duties as assigned. May help in other areas of the bank as requested.

Miscellaneous : Assist and support other bank functions outside the normal scope of duties as needed to contribute to the overall success of the organization. Supervisory Responsibilities: This job has no supervisory responsibilities. Reasonable Accommodations Statement: To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions. Requirements Education and/or Experience:

• Associate's degree (A.A.) or equivalent from two-year college or technical school preferred; or one year minimum related experience and/or training; or equivalent combination of education and experience.
• Previous experience in REST, SOAP, SQL, and/or Workflow mapping beneficial, but not necessary.
• Previous experience with Microsoft/Office 365 experience preferred.

Language Skills:

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of organization.
• Strong internal customer service skills are required.

Mathematical Skills:

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

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. Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing 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 occasionally exposed to risk of electrical shock.
• The noise level in the work environment is usually quiet.