Senior Desktop Support Specialist

Job Function / Summary

To install, modify, and make minor repairs to personal computer hardware and software systems, and provide technical assistance and training to system users.

Essential Duties & Responsibilities

• Acts as an internal resource for computer operating systems and associated components and peripherals.
• Provides technical support by answering questions and resolving problems regarding all aspects of the bank’s departmental computer software applications.
• Develops in-depth knowledge of the information needs of the business unit and pursues the technical skills to support those needs.
• Develops in-depth knowledge of database and database structures to provide application support for the business units.
• Maintains and resolves errors and inefficiencies in systems within the business unit.
• Accepts and updates call tickets as appropriate.
• Installs or assists service personnel in installing hardware and peripheral components such as monitors, keyboards, printers, and disk drives on user's premises.
• Loads specified software packages such as operating systems, word processing, or spreadsheet programs into computers.
• Enters commands and observes system functions to verify correct system operation.
• Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems.
• Instructs users in use of equipment, software, and manuals.
• Collaborates with help desk, network services, or other information systems groups to coordinate activities.
• Replaces defective or inadequate software packages.
• Refers major hardware problems to service personnel for correction.
• Performs Level 2 support for departments that have logged problem calls with the Service Desk.

Secondary Duties

• Develops in-depth knowledge of applications used by other business units as assigned.
• Acts as an internal resource for assigned business units as it relates to any situation encountered with computer hardware or software.
• May be asked to work nights, weekends, and holidays.
• May be included in an on-call rotation.
• Provides guidance and mentoring to Desktop Services technicians and team members.
• Provides Level 1 support as needed.
• Some travel is required.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Minimum Required Education, Experience & Knowledge

• Bachelor's degree from a four-year college or university; two to four years of related experience and/or training; or equivalent combination of education and experience
• High level knowledge of Microsoft Office products including Microsoft Word, Excel, Access, PowerPoint, and Outlook email program
• Mastery of the desktop operating system and as knowledgeable about the applications as the business unit that uses it
• Proficient in the use of a variety of Microsoft Software such as Office, Project, and Visio
• Proficient in the development and modification of script utilities
• Ability to work independently and perform all duties of the job efficiently and effectively

Essential Mental & Physical Requirements

• Excellent communication and client service skills
• Strong interpersonal skills with the ability to interact with all levels of an organization
• Collaborative professional skills that lead to a collegial and partnered approach to meeting objectives
• High motivation with ability to successfully meet individual and team goals while maintaining individual performance over the long term
• Ability to understand and interpret a P&L and financial statements
• Adaptability, flexibility, and ability to work branch hours, including weekends and some evenings