Help Desk Technician I

FARMERS BANK & TRUST COMPANY OF MAGNOLIA • Magnolia, AR

3d • Onsite

About The Position

The Help Desk Technician 1 is responsible for providing day-to-day operational support to end users regarding hardware, software, account permissions, networking, and troubleshooting user issues.

Requirements

• Knowledge of a specialized field (however acquired), such as basic accounting, computer, etc.
• Equivalent of four years in high school, plus night, trade extension, or correspondence school specialized training, equal to two years of college.
• 12 to 18 months related experience and/or training.
• Must provide excellent customer service consistent with Service with HEART to all customers - internal and external.
• Must maintain confidentiality of customer and bank information at all times.
• Must comply with all internal controls and established bank policies and procedures at all times.
• Must have a working knowledge of all bank products and services in order to ensure that customer needs are consistently met.

Nice To Haves

• Will have the opportunity to represent the Bank at community events and in civic organizations.

Responsibilities

• Monitor and triage incoming support requests via phone or ticketing system.
• Open tickets for user inquiries received via phone and assign to the correct queues; respond quickly and effectively to requests; document work done and quickly route, resolve, or escalate issues utilizing Help Desk system processes.
• Provide Tier 1 support for Information Technology and Banking Systems issues by troubleshooting and resolving various technical issues and by guiding users through application functionalities and features.
• Provide Tier 2 support for Banking Systems issues and for Information Technology issues that can be handled remotely.
• Research and implement fixes for new issues, via self-assign or escalation to next level support (internal or vendor) when necessary.
• Ensure problem and solution documentation, creating and managing content for support knowledgebase.
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree