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SalaryThe POWER of a CAREER! Northpointe Bank is seeking a detail oriented, customer service minded individual to join our team as a Service Desk Technician. This position requires an individual who has the desire to make a difference within the organization. An exceptional ability to grasp new concepts and learn while providing excellent service is critical for this position.
If you have been looking for an opportunity in the banking/mortgage industry, have the desire to work hard, are dedicated to your individual success, and take pride in the achievement and growth within a team, then we want to hear from you!!!
The Service Desk Technician will provide maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal IT Helpdesk. Position is responsible for administration and internal support of the Company's PCs, printers, servers, and related equipment. Tasks include end user support, license tracking, and performing PC maintenance, upgrades, and configurations.
- Maintains, analyzes, troubleshoots, and repairs computer operating systems, hardware, and computer peripherals.
- Responds to level 1 end user support requests and documents resolution via Service desk software.
- Configures and deploys computers for new hires as well as assisting in reconfiguration and desk moves.
- Supports and maintains user account information including rights, security and systems groups for network, software, and vendor programs.
- Assist with computer-related purchases and clerical duties to ensure that personnel and assets across the enterprise are well coordinated.
- Familiar with: standards, concepts, best practices, and procedures within the enterprise.
- Monitors and enforces corporate data integrity and security policy.
- Relies on experience and judgment to plan and accomplish goals.
- Performs a variety of tasks and works well under general supervision, a certain degree of creativity and latitude is required.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- All NPB employees must be able to work cooperatively as team members.
- Must strive to demonstrate NPB values in daily work on a consistent basis: integrity, leadership, productivity, loyalty, quality, pragmatism, reliability, and progress.
- Service Request and Incident Management: Accountable for Tier 1 (Service Desk Technicians) performance and adherence of job essential functions. Responsible for Tier 1 team meeting service level requirements and agreements associated with end-to-end processes. Provides initial training, coaching, and escalation for Tier 1 (Service Desk Technicians). Trends support issues and finds long term solutions and enhancements. Works with other System Administrators and Corporate IT in order to deliver a common support practice within the business organization.
- User System Profile/Account Support: Accountable for Tier 1 (Service Desk Technicians) adherence of User System Profile and Account Support processes (e.g., activation, modification, termination, and Password Resets, etc.). Responsible to reset service account passwords on a quarterly basis
- Operational Processes: Accountable to track and monitor Tier 1 team operational activities. Provide escalation point for backups (e.g., scheduling, troubleshooting, restorations, etc.).
- Change Management: Accountable for Tier 1 team to monitor and communicate the progress of Emergency, High Priority or high risk planned changes and identify and communicate non-planned (e.g- not submitted changes). Facilitates SAP and Infrastructure Change Control Board meetings. Follows up on open Change Control tickets and escalates to management when process is not being followed.
- Communication: Accountable for Tier 1 team to quickly communicate/escalate all Severity 1 and 2 incidents. Facilitate daily ops meetings. Conduct ticket audits to ensure proper customer communication. Listen to support staff handling calls to coach. Effectively organizes and prioritizes tickets, enhancements and projects while making progress visible to customer and management.
- Continual Service Improvement: Provides a stable Service Desk environment to effectively and efficiently perform procedures to ensure IT services meet Service-Level Requirements (SLR). Research and develop solutions that can help expand or make support initiatives more efficient or effective. Simplify or automate IT operations and increase levels of IT service.
- Technical skills: Ability to pick up new technology quickly and easily with minimal guidance.
- Knowledge and Documentation Management: Responsible to improve the customer's efficiency by utilizing knowledge databases and best practices to resolve incidents quickly. Accountable to develop and maintain Operations knowledge base documentation (process, procedures and quick entry's). Responsible to ensure Information Technology and Customer records are accurate
- Service Request and Incident Management: Accountable for Tier 1 (Service Desk Technicians) performance and adherence of job essential functions. Responsible for Tier 1 team meeting service level requirements and agreements associated with end-to-end processes. Provides initial training, coaching and escalation for Tier 1. Trends support issues and finds long term solutions and enhancements. Works with other System Administrators and Corporate IT in order to deliver a common support practice within the business organization.
- Must have user support skills, especially interpersonal communication and patience.
- Handle multiple priorities/tasks at the same time.
- Must be able to independently plan and balance workload.
- Ability to solve problems logically and efficiently.
- Excellent communication/interaction skills.
- Must maintain thorough documentation and possess excellent attention to detail.
- Ability and willingness to learn quickly and seek assistance when appropriate.
- Ability to lift 50 lbs. and work in cramped spaces.
- Associate's degree in a computer-related field or 1-3 years of experience in a computer-related capacity.
- Working support knowledge in Windows 7/8/10 and Server 2008/12/16.
- Working support knowledge with Microsoft Office, Outlook, Adobe Acrobat, Internet Explorer, Remote Desktop, printing, computer hardware (PC and laptop), and web based applications.
- A CompTIA A+, Network+, or Microsoft certification is preferred but not required.
- Strong problem solving skills along with the ability to identify and correct errors and inconsistencies.
- Professional demeanor and interaction with all customers.
- Effective interpersonal and communication (written and verbal) skills.
- Ability to work effectively in a team-oriented environment as well as independently.
- Ability to pay attention to detail while handling a high volume of work with multiple interruptions.
- Effective project management skills and the ability to proactively problem solve.
- Any equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities.
Our Hiring Philosophy:
Northpointe Bank recognizes that the quality of our people is the foundation for our success. Attracting individuals who value a challenging work environment that rewards the contributions of its people is the cornerstone of our hiring philosophy.
It is the policy of Northpointe Bank and its subsidiaries to provide equal employment opportunities (EEO) to all persons regardless of age, race, sex, religion, national origin, handicap, marital status, or other attributes not pertinent to the job requirements. This policy reflects our practice of making all employment decisions, from recruitment to promotions, based on an individual's qualifications without discrimination on any basis.
- Medical
- Dental
- Vision
- Life, LTD, & AD&D
- Dependent Care Spending Plan (DCSA)
- Employer Stock Ownership Plan with 401(k) feature and company match
- Complimentary Banking Services
- Tuition Assistance
AA - EOE
