Help Desk Support

City National Bank of WV • Cross Lanes, WV

2d

About The Position

City National Bank is seeking Help Desk Support to investigate and resolve software and hardware problems for computer users. The role supports employees experiencing issues with 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 employee may typically sit to perform the work, with some standing, walking, bending, and carrying light items. Reasonable accommodations may be provided to enable individuals with disabilities to perform the essential functions.

Requirements

• 1–2 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

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

Responsibilities

• Answer, evaluate, and prioritize incoming telephone, voice mail, email, and in-person requests for assistance from users experiencing technology problems.
• Interview users to collect information about problems and guide them through diagnostic procedures to determine the source of errors.
• 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 using a problem management database and maintain history records and related problem 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 evaluate 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.
• Provide assistance 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