Senior Desktop Support Specialist

Responsibilities

• Acts as an internal resource available to all bank personnel for situations encountered with computer operating systems or associated components and peripherals.
• Provides technical support by answering questions and resolving problems regarding all aspects of the bank’s departmental computer software applications.
• Develops in-depth knowledge of the information needs of the business unit and pursues the technical skills to support those needs.
• Builds detailed knowledge of database structures to provide application support for the business units.
• Monitors systems in the business unit and resolves errors and inefficiencies.
• Provides Level 2 support for departments that have logged problem calls with the Service Desk and accepts and updates call tickets as appropriate.
• Installs or assists service personnel in the installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives at user premises.
• Loads specified software packages such as operating systems, word processing, or spreadsheet programs into computers.
• Enters commands and observes system functions to verify correct system operation.
• Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems.
• Instructs users in the use of equipment, software and manuals.
• Coordinates activities with help desk, network services or other information systems groups.
• Replaces defective or inadequate software packages.
• Refers major hardware problems to service personnel for correction.
• Develops in-depth knowledge of applications used by other business units as assigned.
• Acts as an internal resource for assigned business units as it relates to any situation encountered with computer hardware or software.
• May be asked to work nights, weekends and holidays; may be included in an on‑call rotation.
• Provides guidance and mentoring to Desktop Services technicians and team members and provides Level 1 support as needed.
• Some travel may be required.
• This position has no supervisory responsibilities.

• Bachelor’s degree from a four‑year college or university, or two to four years of related experience and/or training, or an equivalent combination of education and experience.
• Strong language skills: ability to communicate effectively orally and in writing using the English language; ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations; ability to write reports, business correspondence, and procedure manuals; ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Equal Opportunity/Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, color, religious beliefs, national origin, ancestry, citizenship, sex, gender, sexual orientation, gender identity, marital status, age, physical or mental disability or history of disability, genetic information, status as a protected veteran, disabled veteran, or other protected characteristics as required by federal, state and local laws.