Help Desk Support Job at City National Bank of WV, Charleston, WV

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  • City National Bank of WV
  • Charleston, WV

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

Job Tags

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