Help Desk Support Specialist

F&M Bank • Archbold, OH

13h

About The Position

POSITION SUMMARY:
At F&M, the Help Desk Support Specialists are the first to receive calls and tickets from internal users with hardware and software issues\questions. While we typically do not talk to external customers, we strive to maintain a great repour with internal users. To continue this tradition of superior service and accountability, we’re looking for a qualified Help Desk Support Specialist to join our team. Our ideal candidate will have experience with Active Directory, ticketing software, excellent phone skills and customer service. First and foremost, you must be trustworthy and precise. Your contribution will reinforce our reputation as a trusted bank in the community and the country.

OBJECTIVES OF THIS ROLE:
Serve internal users by answering their calls, tickets, and emails successfully and in an organized, efficient, and secure manner
Assist when needed, deploying new products and services
Meet and exceed bank service standards, warm greeting with customers, and making them feel welcome while complying with bank procedures and security protocols
Work as a team with others in IT to complete daily tasks, demonstrating respect and professionalism, being prompt, and support management with special requests as needed
Help our customers and employees realize their best lives

Requirements

• High school diploma or equivalent; or one to three months related experience and/or training; or equivalent combination of education and experience.
• Extensive customer service experience
• Self-driven and goal oriented
• Excellent communication and time-management skills
• Ability to pass a background check
• Strong dedication to accuracy and efficiency
• Valid Driver’s License
• Comptia A+ Certified (or willing to become certified in first year of hire)

Responsibilities

• Handle internal (and occasional external) customers calls for assistance with technology issues.
• Streamline processes and procedures to make things more efficient for end users.
• Assist in maintaining a secure and up-to-date network.
• Able to continually monitor tickets and document changes\fixes in the ticketing system.
• Provide a high level of customer service, providing answers and assistance with a smile
• Assist after hours and on call as assigned
• Comply and satisfactorily pass tests for bank policy and regulatory compliance that apply to position.
• Compliance with Bank Secrecy Act (BSA), including accurate completion of Currency Transaction Reports (CTR) when applicable, Anti-Money Laundering Act (AML), Office of Foreign Asset Control (OFAC) and the USA PATRIOT Act.
• Adhere to Customer Identification, Customer Due Diligence and reporting of suspicious activities to the BSA Department.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED