Desktop Support Specialist


Position Summary

The Desktop Support Specialist will work within a team to provide help desk and desktop support services to end users, both on-site and remotely.

Essential Duties and Responsibilities

  1. Provide help desk support for end user issues, including but not limited to setting up new users, installing/troubleshooting software applications, configuring printers, and hardware failures.
  2. Utilize a ticketing system to prioritize and work through end user issues; also actively use and contribute to a departmental knowledge base to streamline ticket resolution.

3.      Create, maintain, and deploy computer images to streamline OS installation.

  1. Troubleshoot, repair, and terminate new or existing data cabling (CAT5e, CAT6, etc.)
  2. Provide administration for computer, email, and user accounts to include account creation, password resets, unlocks, disabling of terminated employees, groups, distribution lists, etc.
  3. Conduct regular patch management ensuring all client workstations are up-to-date and receiving the necessary patches in a timely manner.
  4. Troubleshoot, diagnose, and resolve ATM/ITM issues related to hardware, software, or network connectivity.
  5. Work closely with the call center/operations staff and vendors to ensure problems are resolved as quickly as possible.
  6. Organize and schedule ATM/ITM upgrades and maintenance.
  7. Maintain professional and technical knowledge by attending educational workshops, conferences, reviewing professional publications, and keeping certifications current.
  8. Performs special projects within other areas as requested.
  9. Adheres to BSA policy and all other bank policies.
  10. Other duties as assigned by supervisor.

Minimum Qualifications (Education, Experience, Skills)

·         Associate’s Degree in IT, or another related field, preferred.

·         1-3 years providing desktop support to 100+ end users.

  • Experience with Active Directory, DHCP, DNS, Group Policy, and NTFS file/folder permissions.
  • Experience supporting Office 365 products.
  • Experience running and terminating data cabling.
  • Experience streamlining computer deployment using Windows imaging tools.
  • Experience with patch management tools.
  • Experience using a help desk ticketing system for tracking support tickets.
  • Solid understanding of change management concepts and practices.
  • Ability to work well within a team.
  • Excellent interpersonal, written, and oral communication, documentation, and collaborative skills.

·         Excellent troubleshooting and problem-solving skills.

·         Adaptability to changing environments, priorities, and timelines.

·         Able and willing to learn new processes.

·         CompTIA A+, Network+, Security+, or any Microsoft certifications a plus.

·         Background and credit clearance, required.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

While performing the duties of this position, the employee is regularly required to talk and hear. The employee frequently is required to use hands or fingers, handle, or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.

The noise level in the work environment is usually moderate.


This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position.  Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.


All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.  To perform this job successfully, the incumbents will posses the skills aptitudes and abilities to perform each duty proficiently.  Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others.  The requirements listed in this document are the minimum levels of knowledge, skills or abilities.


This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

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