End User Technical Support

City National Bank of Florida • Miami, FL

27d

About The Position

Under general supervision, provides advanced technical support to end users by identifying, troubleshooting, and resolving hardware, software, and network issues via telephone, remote desktop, or on-site assistance. Installs and configures network equipment and applications, ensuring optimal performance and user efficiency. Monitors and maintains system operations, including backups, logs, and audit documentation, to safeguard data integrity. Trains users on software applications and network procedures, and assists less senior End User staff in resolving Level I, II calls. Serves as a key resource for complex technical problems, contributing to the reliability and security of the bank's IT environment.

Requirements

• 5-7 years of technical support experience, with demonstrated proficiency in desktop, laptop, peripheral, and software troubleshooting.
• Experience with help desk ticketing systems, incident resolution, and mentoring junior staff.
• Proficiency in troubleshooting and repairing desktops, laptops, peripherals, unified communications, and software applications.
• Strong diagnostic and problem‑solving skills using automated tools, knowledge base systems, and help desk ticketing platforms.
• Working knowledge of Microsoft network environments, including Citrix, VMware, and general LAN/WAN concepts.
• Effective communication skills for interacting with users, documenting issues, and providing clear status updates.
• Ability to train users on software applications and network procedures.
• Understanding of system performance monitoring, escalation protocols, and compliance documentation.
• Ability to prioritize and manage multiple support requests in a fast‑paced environment.
• Ability to research technical issues using available resources and escalate appropriately when necessary.
• Ability to contribute to team effectiveness by assisting less experienced technicians and supporting departmental projects.

Responsibilities

• Provide first-line user support by responding to help desk tickets, incoming calls, and email requests in a timely and professional manner.
• Resolve incidents and problems using automated tools and knowledge base systems; document support activities, escalations, and status updates to ensure clear communication with users.
• Install, troubleshoot, and repair desktops, laptops, peripheral devices, unified communications, and related software to maintain reliable system performance.
• Accurately enter and track user information, problem descriptions, and call details in the Help Desk Ticketing System; perform trend analysis to assist the team lead in addressing recurring issues.
• Research technical issues using available resources, including online documentation, and escalate complex problems to senior technicians when necessary.
• Support departmental projects by conducting research and gathering information for presentations, planning, and technology initiatives.
• Maintain help desk standards for productivity and quality, including call handling metrics, incident accuracy, and resolution rates.
• Update hardware and software inventory systems using online tools to ensure accurate asset tracking.
• Provide audit information and support as required to meet compliance and documentation standards.
• Assist less experienced team members by sharing knowledge and supporting resolution of Level I calls, contributing to overall team development.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Credit Intermediation and Related Activities
• Education Level: Associate degree