Duties/Responsibilities
- Respond to inbound technical calls and service desk tickets in an efficient, courteous, and knowledgeable manner.
- Make outbound calls to assist with projects and follow up with teammates.
- Serve as an escalation for Service Desk Technicians.
- Ensure that all calls taken have been resolved and if not resolved, ensure escalation to Senior Service Desk Specialists has been done and teammates have been contacted.
- Maintain an open line of communication regarding events, outstanding issues, and teammate / ticket follow-up.
- Assist with installation and/or upgrade of software and hardware.
- Resolve problems by gathering information, determining the customers' needs, and conducting research to find a correct solution.
- Acquire and maintain a working knowledge of a wide range of applications and systems.
- Rebuild workstations when required to resolve support issues.
- Maintain documentation for the calls received and job function responsibilities.
- Serve as a resource to associates in department.
- Serves as an escalation for Service Desk Technicians.
- Proactively determine ways to improve support/service and reduce the number of inbound calls.
Education

- Requires Associates degree or 2 or more years of related experience.
- Knowledge of Windows 7, Windows 8, and Windows 10 required.
- Requires knowledge of Microsoft Office 2010, 2013, Office 2016 and Office 365
Qualifications

Knowledge:

- Strong oral and written communication skills
- Hardware and software programs
- Strong customer service skills

Ability:

- Maintain confidentiality of Bank and customer information
- Take independent action within established options and develops new procedures and approaches to problems when necessary
- Analyze assignments based on a wide knowledge of many factors where application of advanced or technical concepts are required
- Maintain visual attention and mental concentration for extended periods of time
- Perform duties and make decisions with patience and tact under frequent time pressures
- Frequently lift and carry computer equipment with the average of 20 pounds

EOE of Minorities/Females/Vets/Disability