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Help Desk Support - Operations Center - Cross Lanes

companyCity National Bank of WV
locationCharleston, WV, USA
PublishedPublished: 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
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