Job Description

Job Description

Job Description

EQUAL OPPORTUNITY EMPLOYER, INCLUDING DISABILITY/VETS

Summary Description

Investigates and resolves software and hardware problems of computer users.

Essential Functions

• Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.

• Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.

• Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.

• Logs and tracks calls using problem management database, and maintains history records and related problem documentation.

• Consults with programmers to explain software errors or to recommend changes

• Calls software and hardware vendors to request service regarding defective products.

• Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.

• Writes or revises user training manuals and procedures.

• Installs personal computers, software, and peripheral equipment

• Provides assistance with all internal banking applications and services, including but not limited to, Silverlake, Vertex Teller, StreamLine for Deposits, DecisionPro, online banking/debit cards, and Microsoft Office

Position Requirements

• Microsoft Certifications a plus, but not required

• Computer support experience preferred

• Experience with Jack Henry programs (i.e. Silverlake, Vertex, Synergy) preferred

• 1 - 2 years customer service experience, preferably in a banking or financial environment

• Work is generally performed indoors in environmentally controlled conditions

• Typically the employee may sit to perform the work. However, there may be some standing, walking, bending and carrying of light items in the course of the work

• Reasonable accommodations may be provided to enable individuals with disabilities to perform the essential functions

Critical Skills / Expertise

• Strong attention to detail

• Excellent communication skills

• Advanced technical skills

• Good problem solving skills

• Strong customer service skills

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