Helpdesk Specialist

Summary Investigates and resolves software and hardware problems of computer users by performing the following duties.

Duties and Responsibilities include the following.

• 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 and/or 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.
• Ensures trouble ticket resolution occurs in a timely manner and trouble ticket information is accurate and complete for reference and research.
• Assists with minor hardware replacement (Receipt Printers, Keyboards, Mouse)
• Assists with maintaining technology-related assets by labeling and recording in inventory control systems.
• Assists in maintaining inventory of software licensing and media, ensuring licenses are in inventory control system, cataloged, and assigned to users.
• Assists with Returned Merchandise Authorizations with numerous hardware vendors.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Competencies - To perform the job successfully, an individual should demonstrate the following competencies:

Analytical and Design - Collects and researches data; Demonstrates attention to detail.

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations.

Technical Skills - Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others; Communicates technical information to non-technical personnel; Learns and supports new systems and applications; Identifies and resolves computer system malfunctions and operations problems.

Interpersonal Skills/Customer Service - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Remains open to others' ideas and tries new things; Responds to requests for service and assistance.

Oral and Written Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Writes clearly and informatively; Able to read and interpret written information.

Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Puts success of team above own interests; Supports everyone's efforts to succeed.

Organizational Support - Follows policies and procedures; Supports organization's goals and values.

Judgment and Motivation - Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently.

Professionalism - Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions.

Quality and Quantity - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Completes work in timely manner; Works quickly.

Safety and Security - Uses equipment and materials properly.

Adaptability, Initiative and Innovation - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events; Asks for and offers help when needed; Displays original thinking and creativity; Meets challenges with resourcefulness.

Attendance/Punctuality and Dependability - Is consistently at work and on time; Follows instructions, responds to management direction; Takes responsibility for own actions; Commits to long hours of work when necessary to reach goals.

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

High school diploma or general education degree (GED) and two to three years of IT technical and troubleshooting related experience, or Bachelor's degree (B. A.) from four-year college or university preferred and one to two years of IT technical and troubleshooting related experience.

Computer Skills

To perform this job successfully, an individual should have advanced knowledge of the Internet and Microsoft Office Suite, including but not limited to Word, Excel, PowerPoint, Outlook and Publisher. Must be proficient with Microsoft Operating Systems. Must be able to perform and demonstrate good technical troubleshooting abilities. Proficient in working and installing IT hardware and software. Ability to learn bank-specific software including IBS, MPC, ADP, etc.

Bank Culture/Customer Service Skills

Promotes the Bank's culture, including the support of our Brand promise and Core Values.

Ability and judgment to interact and communicate appropriately with other employees, customers and supervisor. Ability to serve customers, both internal and external, (community/public) in a manner that will reflect superior customer relations and enhance the overall marketing effort of Origin Bank.

Physical Demands While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; sit and use hands to finger, handle, or feel. The employee is occasionally required to reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift and /or move up to 10 pounds, frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.

Work Environment The noise level in the work environment is usually moderate.

This job description reflects management's assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned. Origin Bank shall, in its discretion, modify or adjust the position to meet the Bank's changing needs. This job description is not a contract and may be adjusted as deemed appropriate in the Bank's sole discretion.

Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws. Know Your Rights

Remote positions are intended to be filled in states within our footprint, which includes: Alabama, Florida, Louisiana, Mississippi, and Texas. Any exception to this policy requires further regulatory review and approval by management.