Help Desk Specialist

Middletown Valley Bank is a growing company, and we are looking for people who believe in providing an Absolutely Exceptional Experience to our customers, our community, and teammates. Become a part of our team and join a company with a professional and positive work environment, caring culture, great benefits and rewarding work opportunities.

General Summary

The Help Desk Specialistwill serve as the first point of contact for all internal technical and facilities issues from bank employees. They will aid in the research and resolution of low complexity problems reported by end users. This role will include basic troubleshooting to assist various areas of the banks back-office infrastructure including; Core Support, IT, and Facilities.

Primary Duties and Responsibilities

• Provides exceptional service as the first point of contact for internal customers seeking technical assistance.
• Directs unresolved issues to the next level of support personnel utilizing problem solving skills to determine appropriate service request department assignments.
• Communicates effectively with internal customers through timely follow-up and ongoing communication.
• Providing after hours support to bank personnel.
• Administration of various systems under the umbrellas of Core Support, IT, and Facilities – including password resets, session maintenance, etc.
• Development and maintenance of Help Desk processes and procedures.
• Monitoring active service requests on all levels including requests elevated to tier two support.
• Completes after-hours testing for various system releases and disaster avoidance activities.
• Collaborates with various bank staff in order to provide quick and concise remediation of basic technical issues reported by internal customers.
• Actively seeks and recommends opportunities for process improvements and operational efficiency.
• Passes on any feedback or suggestions by internal customers to the appropriate department.
• Cooperates with, participates in, and supports the adherence to all internal policies, procedures, and practices in support of risk management and overall safety and soundness and the bank's compliance with all regulatory requirements, e.g. Community Reinvestment Act (CRA), Bank Secrecy Act (BSA), Equal Credit Opportunity Act, etc.
• Other duties necessary to meet business objectives.

Knowledge, Skills and Abilities

• Associates degree or equivalent degree required. In lieu of a degree, a comparable combination of education and experience may be considered.
• Intermediate knowledge of JHA SilverLake, JHA complimentary products, and Microsoft Office applications with focus on user support.
  • Ability to adapt easily in an ever-changing technological environment.
• Strong organizational skills, ability to multi-task.
• Strong and effective communication skills with both internal and external clients.
• Ability to diagnose and resolve basic technical issues.
• Some travel may be required
• Supports and participates in community activities and initiatives
• Commitment to Middletown Valley Bank's Code of Ethics and Core Values.

Work Environment:

• While performing the duties of this job, the employee is regularly required to stand, walk, see, use hands to type, carry, handle, and feel objects, reach with hands and arms, talk, and hear. The employee must occasionally lift and/or move up to 25 pounds or more.
• The job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions.
• Flexibility to work beyond scheduled workday, which could extend into overnights or weekends, including weekend overnights.
• Some local travel may be required.
• Ability to operate hand tools necessary for equipment installation and maintenance.

Benefits:

• Health, Dental, and Vision Insurance
• Life Insurance
• Short Term & Long-Term Disability
• 401k Savings Plan
• Parental Leave
• Paid Holidays
• Paid Time Off
• Professional Development
• Employee Assistance Program