Help Desk Manager

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• Assist in escalated support of multiple applications and work directly with users to troubleshoot support incidents regarding custom applications and system issues.
• Foster positive end-user relationships and drive customer satisfaction.
• Monitor ticket volume and performance metrics while supporting the team in exceeding expectations, ensuring all SLAs are met.
• Support the Bank’s Citrix golden image environment (applications, servers, profile management, maintaining images).
• Assist with IT asset and inventory management.
• Follow up with users as needed on outstanding requests and escalated tickets.
• Liaise among users, technical support, and 3rd party vendors.
• Initiate and engage 3rd party vendors to resolve issues when necessary.
• Travel to FVCbank locations for onsite support when necessary.
• Manage the IT Help Desk.
• Participate in after-hours support rotation.

• High school degree.
• 2-4 years’ experience working in a help desk environment.
• 1 year of experience working in a virtualized Citrix environment.
• Significant experience with troubleshooting a Windows server environment.
• Basic network troubleshooting skills.
• Experience supporting an Office 365 environment.
• High level knowledge of Active Directory and managing and implementing Microsoft Group Policies.
• Experience with Microsoft and Citrix Group Policies.
• Experience creating training materials and designing curriculums for various IT related material.

• Strong written and verbal communication skills.
• Excellent customer service skills and the ability to demonstrate patience in a fast-paced environment.
• Ability to multi-task and prioritize and work in a fast-paced environment.
• Strong organizational, effective planning, and analytical skills.
• Professional and effective interpersonal skills.
• Ability to articulate technical concepts to a non-technical userbase.
• Strong desire to grow in experience and responsibility within the company.

• Experience in supporting a Citrix environment.
• Experience with creating Power Shell scripts for automation of manual tasks.
• College degree in Computer Science/IT Certifications, related study or relevant work experience preferred.
• Experience with bank systems for both platform and teller line processing systems.

• Ability to sit, stand, kneel and bend for extended periods of time.
• Must be able to operate a computer keyboard, mouse, and other computer components.
• Lifting and transporting heavy to moderately heavy objects, such as computers and peripherals.
• Ability to converse and exchange information with customers and all levels of staff within the organization.
• Ability to observe, perceive, and identify data.
• Ability to travel via air, rail, automobile, and/or bus.

The position for which you are applying is one that would have access to cash, financial instruments, financial transactions, or confidential customer financial information. The Bank has determined that personal financial responsibility is substantially related to preventing misuse or misappropriation of financial instruments or information which is an essential function of the position for which you are applying. A consumer report (including a credit report) and additional background reports are requested of all applicants on that basis.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

We are an affirmative action/EEO employer. We do not discriminate on the basis of race, color, religion, national origin, physical or mental disability, protected veteran status, sex, gender identity, sexual orientation or any other characteristic protected by federal, state or local law.

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