Help Desk Support
About The Position
Investigates and resolves software and hardware problems of computer users. Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer related technologies. Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error. Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff. Logs and tracks calls using problem management database, and maintains history records and related problem documentation. Consults with programmers to explain software errors or to recommend changes. Calls software and hardware vendors to request service regarding defective products. Tests software and hardware to evaluate ease of use and whether product will aid user in performing work. Writes or revises user training manuals and procedures. Installs personal computers, software, and peripheral equipment. Provides assistance with all internal banking applications and services, including but not limited to, Silverlake, Vertex Teller, StreamLine for Deposits, DecisionPro, online banking/debit cards, and Microsoft Office.
Requirements
- 1 - 2 years 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
- Microsoft Certifications a plus, but not required
- Computer support experience preferred
- Experience with Jack Henry programs (i.e. Silverlake, Vertex, Synergy) preferred
Responsibilities
- Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer related technologies.
- Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
- Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
- Logs and tracks calls using problem management database, and maintains history records and related problem documentation.
- Consults with programmers to explain software errors or to recommend changes.
- Calls software and hardware vendors to request service regarding defective products.
- Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
- Writes or revises user training manuals and procedures.
- Installs personal computers, software, and peripheral equipment.
- Provides assistance with all internal banking applications and services, including but not limited to, Silverlake, Vertex Teller, StreamLine for Deposits, DecisionPro, online banking/debit cards, and Microsoft Office.
Benefits
- paid time off
- paid parental leave
- medical, dental & vision coverage
- 401(k) match
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
