What You'll Do

Under close supervision, provides entry-level technical support to end users by identifying and resolving basic hardware, software, and network issues via telephone, remote desktop, or on-site assistance. Installs and configures standard applications and peripheral devices to ensure user functionality. Documents support activities and escalates complex problems to senior technicians as needed. Contributes to maintaining reliable IT operations within the bank.

Principal Duties & Responsibilities:

• Provides first line user support by responding to help desk tickets, incoming calls and/or e-mail requests.
• Provides effective incident and problem resolution using highly automated tools and knowledge base systems and maintains documentation of support activities and escalations; 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 user support issues.
• Researches issues and questions, utilizing available resources and documentation. Resources include, but are not limited to: online 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.

• Minimum 2 years of technical support experience; familiarity with basic troubleshooting and help desk systems.

• Basic troubleshooting skills for desktops, laptops, and peripheral devices.

• Familiarity with common software applications and operating systems.

• Ability to follow documented procedures and escalate issues when necessary.

• Strong customer service and communication skills for interacting with users and documenting issues.

• Ability to learn and adapt to new technologies and processes quickly.

• Basic understanding of help desk ticketing systems and incident documentation.

• Ability to manage multiple simple support requests in a timely manner.

• High School Diploma or GED equivalent. 
• An equivalent combination of education and/or relevant professional experience may be considered in lieu of a degree. 

• Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
• Please view Equal Employment Opportunity Posters here.
• The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
• Reasonable accommodation may be made to assist individuals with disabilities to complete the online application process. Please contact our Human Resources Department at 305-577-7680 or by e-mail at employment@citynational.com.