Senior Desktop Support Specialist

Job Overview

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.

• Develop in-dept knowledge of the information needs of the business unit and pursue the technical skills to support those needs.
• Develop in-depth knowledge of database and database structures to provide application support for the business units.
• Monitor systems in the business unit and resolve errors and inefficiencies.
• Provide Level2 support for departments that have logged problem calls with the Service Desk.
• Accept and update call tickets as appropriate.
• Install or assist service personnel in installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives on user’s premises.
• Load specified software packages such as operating systems, word processing, or spreadsheet programs into computer.
• Enter commands and observe system functions to verify correct system operation.
• Respond to client inquiries concerning systems operation and diagnose system hardware, software, and operator problems.
• Instruct users in use of equipment, software and manuals.
• Coordinate activities with help desk, network services or other information systems groups.
• Replace defective or inadequate software packages.
• Refer major hardware problems to service personnel for correction.
• Develop in-depth knowledge of applications used by other business units as assigned.
• Act as 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 and may be included in an on‑call rotation.
• Provide guidance and mentoring to Desktop Services technicians and team members.
• Provide Level1 support as needed.
• Some travel may be required.

• Bachelor’s degree from a four‑year college or university; two to four years related experience and/or training; or equivalent combination of education and experience.
• Ability to communicate effectively orally and in writing using the English language.
• Capability 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.