Help Desk Support
About The Position
City National Bank is seeking a Help Desk Support employee to investigate and resolve computer users’ software and hardware problems. The role provides support for issues involving hardware, software, networking, and related technologies, including the bank’s internal applications and services such as Silverlake, Vertex Teller, StreamLine for Deposits, DecisionPro, online banking and debit cards, and Microsoft Office. The employee responds to user requests through telephone, voicemail, email, and in-person channels; gathers information and guides users through diagnostics; and resolves routine problems while referring more complex issues to a supervisor or technical staff. The role also includes documenting and tracking calls, consulting with programmers, contacting vendors about defective products, testing equipment and software, preparing or revising user guidance, and installing computers, software, and peripheral equipment. 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, and Synergy, preferred.
- Microsoft certifications are a plus but are not required.
Responsibilities
- Answer, evaluate, and prioritize user requests for help received by telephone, voicemail, email, and in person.
- Gather information from users and guide them through diagnostic procedures to identify the source of problems.
- Recognize, research, isolate, resolve, and follow up on routine user problems; refer more complex problems to a supervisor or technical staff.
- Log and track calls in the problem management database and maintain history records and related documentation.
- Consult with programmers to explain software errors or recommend changes.
- Contact software and hardware vendors to request service for defective products.
- Test software and hardware to assess ease of use and usefulness to users’ work.
- Write or revise user training manuals and procedures.
- Install personal computers, software, and peripheral equipment.
- Assist with internal banking applications and services, including Silverlake, Vertex Teller, StreamLine for Deposits, DecisionPro, online banking and debit cards, and Microsoft Office.
Benefits
- Paid time off.
- Paid parental leave.
- Medical, dental, and vision coverage.
- 401(k) match.
- Comprehensive training programs and ongoing professional development.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
