Help Desk Support

About the Role

Investigates and resolves software and hardware problems of computer users. Provides technical support for internal banking applications and services, including Silverlake, Vertex Teller, StreamLine for Deposits, DecisionPro, online banking/debit cards, and Microsoft Office.

Responsibilities

• 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 users to collect information about problems and leads users through diagnostic procedures to determine the source of errors.
• Handles problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to supervisors or technical staff.
• Logs and tracks calls using a problem management database and maintains history records and related problem documentation.
• Consults with programmers to explain software errors or recommend changes.
• Calls software and hardware vendors to request service regarding defective products.
• Tests software and hardware to evaluate ease of use and whether products aid users in performing work.
• Writes or revises user training manuals and procedures.
• Installs personal computers, software, and peripheral equipment.

Requirements

• Microsoft Certifications a plus, but not required.
• Computer support experience preferred.
• Experience with Jack Henry programs (e.g., Silverlake, Vertex, Synergy) preferred.
• 1–2 years of customer service experience, preferably in a banking or financial environment.

Skills

• Strong attention to detail.
• Excellent communication skills.
• Advanced technical skills.
• Good problem-solving skills.
• Strong customer service skills.

Work 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.

Benefits

• Competitive salary.
• Paid time off.
• Paid parental leave.
• Medical, dental, and vision coverage.
• 401(k) match.

Schedule

Monday through Friday, some Saturdays.