System Support Specialist I

Enterprise Bank & Trust•St. Louis, MO

9d•Hybrid

About The Position

Provides basic to intermediate technical support to associates employing a high degree of customer service, technical expertise and timeliness. Supports a variety of issues through identification, research, and resolution of technical problems. Manages and tracks trouble tickets and phone calls in the Help Desk ticketing system. Follows established standards and procedures in resolving problems.

Requirements

Ability to multitask within a fast-paced environment while maintaining company and department standards with a high attention to detail.
Problem solving and troubleshooting skills
Ability to utilize independent judgement and decision making skills
Strong written and verbal communication and customer service skills
Strong desire and ability to learn
Motivated and open to change
Willingness to work on issues outside comfort zone in order to gain personal and organizational knowledge
Ability to work independently or on a team
Ability to maintain confidentiality in dealing with personal and sensitive data
Ability to present ideas in a user-friendly, business-friendly manner
High school diploma or GED or equivalent
Basic technical understanding of desktop/laptop hardware and software.
The ability to reload an end user Windows bases PC operating system and application is a must.
Basic hardware troubleshooting is also critical.
Skilled in operation of a personal computer, including Microsoft Word, Excel, and Powerpoint
Windows Operating System
Mobile Device Support (Android, iPhone)
Application Security Permissions
Salesforce, Google Apps, Bankway Browser, Active Directory preferred

Nice To Haves

1-3 years customer service, banking, or technical support experience preferred

Responsibilities

Performs general technical support and troubleshooting of desktop systems hardware and software, printers, multi-function printers, scanners, video conferencing systems, mobile devices and other technologies as defined and required.
Investigates system issues and provides solutions using specific product knowledge, system tools and established methods and procedures.
Documents solutions and maintains help desk ticket information and transactions.
Provides first line technical support to internal clients across all markets utilizing remote and in person assistance.
Works with vendors and the IT team to resolve problems and support other projects.
Researches, updates and documents technical processes and procedures in IT Knowledgebase.
Manages and tracks Help Desk tickets and phone calls in the Help Desk ticketing system.
Responsible for computer equipment deployment and changes for associates and departments.
Supports efforts to simplify and enhance the associate experience.
Completes system patching.
Performs application support and upgrades as needed.
Performs other duties as assigned.