User Support Technician

Position Overview

This position is responsible for providing responsive and professional technical support to employees across the organization. Core duties include assisting users via phone, email, and remote tools with Level 1 and Level 2 PC issues, supporting banking systems such as AS400, Silverlake, Vertex and ensuring timely resolution of technical problems.

Essential Job Functions

• User Support & Communication
• Respond promptly to employee inquiries via phone, email, and remote support tools, ensuring clear and professional communication.
• Provide Level 1 and Level 2 technical support for PC hardware, software, and banking systems.
• Track, document, and update all support requests accurately in the ticketing system.
• Software Installation & Troubleshooting
• Install, configure, and update software applications as required.
• Diagnose and resolve issues related to operating systems, applications, and peripheral devices.
• Perform root cause analysis for recurring problems and recommend solutions.
• Onboarding Support
• Work directly with newly hired employees to configure laptops, install required applications, and ensure proper access to systems.
• Provide orientation on basic IT tools and self-help resources.
• System & Security Administration
• Administer security change procedures and manage user access rights.
• Absorb and run reports from Jack Henry systems.
• Create and maintain helpdesk documentation, FAQs, and self-help guides.
• Document changes and procedures clearly for future reference.
• Identify opportunities to improve support processes and enhance user experience.
• Maintain a daily checklists to ensure maximum uptime and performance of the Banks environment.
• Respond to alerts and escalate support tickets.
• Monitoring and Log Review
• Additional Duties
• Assist tellers with AS400, Silverlake, and Vertex issues.
• Participate in departmental projects as needed.
• Available for occasional Saturday shifts.

Minimum Requirements

• High school diploma and 2 or more years of experience in IT support, help desk, banking technology, or call center environment; or equivalent combination of education and experience.
• Strong technical proficiency and troubleshooting skills.
• Knowledge of PC hardware, Microsoft Windows OS, and MS Office Suite.
• Ability to communicate clearly and professionally via phone and email.
• Excellent customer service skills with a focus on responsiveness and proactive support.
• Strong organizational abilities and attention to detail.

Preferred Qualifications

• Previous call center, help desk or related experience.
• Banking or financial service industry experience a plus.
• Familiarity with asset tracking and incident management systems.