IT Help Desk Specialist - Woodbridge Township


: $64,440.00 - $103,980.00 /year *

Employment Type

: Full-Time


: Information Technology

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Position Overview

Works as part of the IT team supporting Help Desk trouble Tickets and service requests including incidents surrounding, Applications, Laptop/Desktop/Tablet, printer, Wireless, BB UEM, Telephony, Branch Instant Issue machines, scanners as well as ATM support. Within this role, resource will prioritize and dispatch request, and / or assign tickets to respective teammates. Resource will be responsible for provisioning application access for bank application stack. Responsibility for monitoring the HR queues for terminations, transfers, and new hire request. Will triage end user Help Desk calls and route calls to Level 2/3 as appropriate. Troubleshoots application errors and supports PMO projects, assist with hardware break/ fix and asset inventory. Resource will alternate work hours and be flexible as needed to support team and bank initiatives.


30% - Responds to Help Desk calls and tickets. Resolves technical problems. Follows documented procedures and records activities properly in the Help Desk service management system.

10% - Participates in Bank projects including the setup of new branches and the conversion of acquired branches.

10% - Prepares documentation for disgnosing and resolving new problems. Assists in the preparation of new procedures.

10% - Escalates significant incidents and provides periodic updates through resolution.

20% - Updates system access rights on internally and externally operated systems for Bank personnel and contractors. Supports the setup access rights for new hires, transfers and return from Leave of Absence. Disables access rights for terminations and people going on Leave of Absence.

10% - Assists with replacing or repairing failed equipment from time to time.

10% - Performs other duties which may be assigned from time to time.



o High School graduate or equivalent.

o Must be able to work in shift, cover weekends as scheduling warrants

o 5 plus years Helpdesk / Desktop Support experience.

o Extensive experience with Microsoft Office Suite.

o Extensive experience with Microsoft Windows Operating Systems(Windows 10).

o Knowledge of Windows Active Directory, SCCM, Citrix, TCP/IP and Network technologies.

o Team player with excellent communication skills and works well under pressure.


o Bachelor's Degree or higher in a Computer Science discipline.

o Experience with Client applications such as Signature, Connected Teller, Nautilus.

o Experience provisioning applications within the financial services markets, preferably retail banks.

o Certification in Microsoft network computing technologies such as A+ or MCP Certification in Help Desk Management HDI.

o Experience using a Service Management software such as ServicePRO or ServiceNow, Salesforce Service Cloud.

o ITIL Certified or experience in ITIL service delivery.

Associated topics: assistant, client support, customer support, edi, help desk, information technology help desk, information technology support, technical support, technical support specialist, troubleshoot * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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