Help Desk Support

Summary

Investigates and resolves software and hardware problems of computer users.

• 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, Stream Line for Deposits, Decision Pro, online banking/debit cards, and Microsoft Office

• 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

• Strong attention to detail
• Advanced technical skills

Monday through Friday

• Competitive Compensation and Benefits:
  In addition to a competitive salary, we offer paid time off, paid parental leave, medical, dental & vision coverage, and a 401(k) match.

City National Bank is an Equal Opportunity Employer.