End User Technical Support

Under general supervision provides first line technical assistance to users regarding in identifying, troubleshooting and resolving problems via telephone, remote desktop or on-site support. Install configured network equipment; provides technical expertise to users regarding optimal set-up for software, hardware and network use; install, configure, monitor and troubleshoot a wide range of network and data communications software and hardware; train users in various software applications and network-related procedures as needed. Responsible for all system backups to tape, to include logs and audit documentation. Assists as required to resolve level one calls from other less senior Help Desk team members.

Principal Duties & Responsibilities:

• Provides first line user support by responding to help desk tickets, incoming calls and/or e- mails request.
• Provides effective incident and problem resolution using highly automated tools and knowledge base systems and maintain documentation of support activities and escalations and provides status updates to users regarding problem tickets, initiating appropriate escalation as necessary.
• Installs, troubleshoots and repairs desktops, laptops, other peripheral devices, unified communications and other software.
• Enters and tracks accurately user information, problem descriptions and call details into the Help Desk Ticketing System. Provides trending analysis to Help Desk team lead to resolve ongoing users support issues.
• Researches issues and questions, utilizing available resources and documentation. Resources include, but are not limited to: on line documentation, escalation of complex issues to more experienced technicians.
• Assists in conducting research to obtain information for department on any technology issues or information required for presentations, project planning etc.
• Assists in maintaining help desk standards regarding productivity and quality including but not limited to: percentage of time on phones, incident accuracy, and percentage of calls presented/taken/resolved.
• Updates hardware/software inventory system and network using online tools as required.
• Provides audit information and support as required.

Qualifications:

• 2-4 years years related help desk or desktop support experience.
• Microsoft network including, Citrix, VMware and general LAN and WAN knowledge required.
• Demonstrated experience in installing, troubleshooting, problem solving hardware and software issues, and reporting using a help desk ticket reporting system.
• Demonstrates knowledge and technical skills to work with various computer systems and local area networks utilized throughout the bank including maintenance, installation, removal or repairing basic computer systems (additional training may be required based on area(s) of assignment).
• Ability to operate computer peripherals including monitors, printers and scanners.
• Demonstrated communication, customer service and organizational skills required to complete assignments and meet job demands.
• Ability to adapt quickly to various functional environments, meet deadlines, work independently and as a team member are integral to the position.
• Ability to perform complex, detailed design and analytical tasks, exercise complex analytical judgment on work to be done; perform under stress and in emergency situations.
• Ability to work well with others and demonstrate flexibility in relating to others required.

Education:

• Associate's Degree in in Computer Science or an equivalent combination of education and relevant professional experience may be considered in lieu of a degree.