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Intrust Bank* Help Desk Technician I in Wichita, Kansas

This job was posted by https://www.kansasworks.com : For more information, please see: https://www.kansasworks.com/jobs/11984711

Job Summary:


The Help Desk Technician I is the go-to person for providing technical assistance and support for computer systems, hardware, and software for bank employees. Serving as the first point of contact for employee technical issues and service requests, the Help Desk Technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must be customer-oriented and patient when addressing difficult issues. Qualified candidates will have a background in Information Technology and a good understanding of computer systems, mobile devices, and other tech products. Promotes an environment of teamwork within the department and across the bank. Represents INTRUST Bank in all he or she does in the community and is focused on the development of new business relationships. Must maintain strict standards of confidentiality and perform duties in a manner supporting INTRUST’s character qualities.


Essential Functions:


• Serve as the first point of contact for customers seeking technical assistance over the phone or via self-service ticketing system.


• Perform remote troubleshooting through diagnostic techniques and pertinent questions.


• Determine the best solution based on the issue and details provided by customers.


• Walk the customer through the problem-solving process.


• Direct unresolved issues to the next level of support personnel.


• Provide accurate information on IT products or services.


• Record incidents, requests, and their resolutions in ticketing system.


• Follow-up and update customer on incident or request status and provide pertinent details.


• Maintains documentation of applications in use by the organization including the ongoing update of the Knowledge Base.


• Pass on any feedback or suggestions by customers to the appropriate internal team.


• Identify and suggest possible improvements on procedures.


Required Licenses and/or Certifications: None.


Physical Demands: Long periods of time will be spent viewing personal computer, sitting, standing, and walking. Occasional lifting up to 25 lbs. Some bending and kneeling.


Working Conditions: Normal office environment.


This job description summary is not intended to be an employment contract, nor is it intended to state or imply these are the only activities to be performed by the employee occupying this position. Employees will be required to follow any other duties as assigned or requested by their supervisor.


INTRUST Financial Corporation and its subsidiaries, including INTRUST Bank, are Equal Opportunity Employers whose policy is not to discriminate unlawfully against any qualified employee or applicant for employment on the basis of protected military or veteran status, disability, race, color, religion, sex, age, national origin, pregnancy, genetic information, sexual orientation, gender identity, or any other classification protected by applicable local, state or federal law; except where an individual’s protected category constitutes a bona fide occupational qualification.

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