Help Desk Support

City National Bank of WV • Ashland, KY

1d

About The Position

City National Bank is hiring a Help Desk Support professional to investigate and resolve computer users’ software and hardware problems. The position supports employees using hardware, software, networking, and other computer-related technologies, including internal banking applications and services such as Silverlake, Vertex Teller, StreamLine for Deposits, DecisionPro, online banking/debit cards, and Microsoft Office. Work is generally performed indoors in environmentally controlled conditions. The schedule is Monday through Friday, with some Saturdays.

Requirements

• One to two years of customer service experience, preferably in a banking or financial environment.
• Strong attention to detail.
• Excellent communication skills.
• Advanced technical skills.
• Good problem-solving skills.
• Strong customer service skills.

Nice To Haves

• Computer support experience preferred.
• Experience with Jack Henry programs, such as Silverlake, Vertex, or Synergy, preferred.
• Microsoft certifications are a plus, but not required.

Responsibilities

• Answer, evaluate, and prioritize requests for assistance received by telephone, voicemail, email, and in person.
• Interview users to gather information about problems and guide them through diagnostic procedures to identify the source of errors.
• Recognize, research, isolate, resolve, and follow up on routine user problems; refer more complex issues to a supervisor or technical staff.
• Log and track calls in the problem management database and maintain history records and related problem documentation.
• Consult with programmers about software errors and recommend changes.
• Contact software and hardware vendors to request service for defective products.
• Test software and hardware to assess ease of use and whether products will help users perform their work.
• Write or revise user training manuals and procedures.
• Install personal computers, software, and peripheral equipment.
• Assist users with internal banking applications and services, including Silverlake, Vertex Teller, StreamLine for Deposits, DecisionPro, online banking/debit cards, and Microsoft Office.

Benefits

• Paid time off
• Paid parental leave
• Medical coverage
• Dental coverage
• Vision coverage
• 401(k) match
• Comprehensive training programs and ongoing professional development

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed