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SalarySUMMARY
Under direct supervision, assist users in resolving problems through diagnosis and discussion. The role provides first-response service to all end users.
ESSENTIAL DUTIES AND RESPONSIBILITIES
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Provides first-level telephone support and troubleshooting, accurately defining and diagnosing application, computer hardware and software related problems.
- The resolution of service tickets as security clearance allows and the ability to identify prioritize and escalate other issues.
- Interfaces extensively with end users of all levels, and escalate as needed to more experienced I.T. personnel for root cause determination, resolution and escalation of all application and desktop related problems.
- Completes all tasks necessary to ensure that all assigned tasks are completed successfully and that on- line systems are available during scheduled up time. Follows written and verbal procedures and guidelines to achieve this goal.
- Maintains a list of computer hardware and software vendors and emergency contacts and serves as liaison to resolve daily problems.
- Maintain and customize a knowledge base to support problem resolution.
- Perform application and/or network security provisioning for all users.
- Responsible for logging tickets and their resolution.
ADDITIONAL RESPONSIBILITIES
- Demonstrates high degree of customer service, professionalism in communication, attitude and teamwork with customers, peers and management.
- Demonstrates high level of quality work, attendance and appearance.
- Adheres to all Company Policies & Procedures and Safety Regulations
- Adheres to local, state and federal laws.
- Understands and complies with all company rules and regulations.
- Attends training and maintains a basic knowledge of procedures to ensure compliance with laws and regulations governing financial institutions, as they apply to your position and job responsibilities, with an emphasis on the BSA/AML/CIP, Consumer Privacy, Regulation CC, Information Security, Bank Protection Act, FACT-Identity Theft, Information Technology and GLBA.
- Additional duties as assigned as it relates to the position.
SUPERVISORY RESPONSIBILITIES
This position does not have supervisory responsibilities
MINIMUM QUALIFICATIONS
- Minimum of 1 year experience with Microsoft workstation Operating Systems and applications.
- Minimum of 1 year experience with configuration and maintenance of Personal Computers, printers, peripherals, etc.
- CompTIA or A+ certification preferred.
COMPETENCIES:
- Adaptability
- Communication
- Decision Making
- Initiative
- Innovation
- Motivator
- Organization
- Professionalism
- Results Orientated
PHYSICAL DEMANDS: In general, the following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to allow differently-abled individuals to perform the essential functions of the job.
Standing, walking and squatting less than fifty percent of the work shift
Required to lift, move and carry up to 40 pounds.
Ability to read, count and write to accurately complete all documentation and reports.
Must be able to see, hear and speak in order to communicate with employees and other customers.
Specific vision abilities include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
Manual dexterity required using hands to finger; handle, feel and type; reach with hands and arms (Check the box that applies by double clicking on the box.)
Sedentary: Limited activity, no lifting, limited walking Moderate: Mostly standing, walking, bending, frequent lifting.
Light: Office work, some lifting, bending, stooping or kneeling, walking Arduous: Heavy lifting, bending, crawling, climbing.
WORK ENVIRONMENT: In general, the following conditions of the work environment are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to allow differently-abled individuals to perform the essential functions of the job within the environment.
The workspace is clean, orderly, properly lighted and ventilated with the proper safety compliance.
Noise levels are considered moderate.
