Help Desk Support - Operations Center - Cross Lanes
City National Bank of WV
Charleston, WV, USA
6/14/2022
Full Time
EQUAL OPPORTUNITY EMPLOYER, INCLUDING DISABILITY/VETS
Summary Description
Investigates and resolves software and hardware problems of computer users.
Essential Functions
- 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
Position Requirements
- Microsoft Certifications a plus, but not required
- Computer support experience preferred
- Experience with Jack Henry programs (i.e. Silverlake, Vertex, Synergy) preferred
- 1 - 2 years customer service experience, preferably in a banking or financial environment
- Work is generally performed indoors in environmentally controlled conditions
- Typically the employee may sit to perform the work. However, there may be some standing, walking, bending and carrying of light items in the course of the work
- Reasonable accommodations may be provided to enable individuals with disabilities to perform the essential functions
Critical Skills / Expertise
- Strong attention to detail
- Excellent communication skills
- Advanced technical skills
- Good problem solving skills
- Strong customer service skills