Help Desk Manager

FVCBANK

About The Position

Responsible for assisting in escalated support of multiple applications and working directly with users to troubleshoot support incidents regarding custom applications and system issues Foster positive end-user relationships and drive customer satisfaction Monitoring ticket volume and performance metrics while supporting the team in exceeding expectations, ensuring all SLAs are met Responsible for supporting the Bank’s Citrix golden image environment (Application, Servers, Profile management, maintaining images) Assist with IT asset and inventory management Follow-up with users as needed on outstanding requests and escalated tickets Liaison among users, technical support, and 3rd party vendors Initiate and engage 3rd party vendors to resolve issues when necessary Works directly with users to troubleshoot and support incidents regarding custom applications and systems issues when necessary Travel to FVCbank locations for onsite support when necessary Manage the IT Help Desk Ability to explain complex technical concepts to non-technical employees Participate in after-hours support rotation

Requirements

High school degree
2-4 years’ experience working in a help desk environment
1 year of experience working in a virtualized Citrix environment
Significant experience with troubleshooting a Windows server environment
Basic Network troubleshooting
Experience supporting an Office 365 environment
High level knowledge of Active Directory and managing and implementing Microsoft Group Policies
Simple Network troubleshooting
Experience with Microsoft and Citrix Group Policies
Experience creating training materials and designing curriculums for various IT related material
Strong written and verbal communication skills
Excellent customer service skills and the ability to demonstrate patience in a fast-paced environment
Ability to multi-task and prioritize and work in a fast-paced environment
Strong organizational, effective planning, and analytical skills
Professional and effective interpersonal skills
Ability to articulate technical concepts to a non-technical userbase
Strong desire to grow in experience and responsibility within the company

Nice To Haves

Experience in supporting a Citrix environment
Experience with creating PowerShell scripts for automation of manual tasks
College degree in Computer Science/IT Certifications, related study or relevant work experience preferred
Experience with bank systems for both platform and teller line processing systems

Responsibilities

Assisting in escalated support of multiple applications
Troubleshooting support incidents regarding custom applications and system issues
Fostering positive end-user relationships and drive customer satisfaction
Monitoring ticket volume and performance metrics
Supporting the Bank’s Citrix golden image environment
Assisting with IT asset and inventory management
Following-up with users as needed on outstanding requests and escalated tickets
Liaison among users, technical support, and 3rd party vendors
Initiating and engaging 3rd party vendors to resolve issues when necessary
Traveling to FVCbank locations for onsite support when necessary
Managing the IT Help Desk
Participating in after-hours support rotation