Responsible for supporting staff in a help desk and desktop support capacity. Will help to refine standardize policies, procedures and guidelines. Ensures processes are followed to result in the maximum efficiency of problem resolution. Provides support to designated department staff as needed. Assist with incoming requests from end users via telephone, email and Service Desk software. Assists with Systems Support Specialist and on-call rotation responsibilities. Supports employees desktop and software. Works to resolve network issues in conjunction with the networking department.
Major Duties and Responsibilities
Works within help desk software and assists with incoming requests from end users via telephone and e-mail while ensuring courteous, timely and effective resolution with all requests. Assist networking team with desktop support and network issue resolution.
Assist system operators in managing day to day core tasks, assist networking team with desktop support and network issue resolution.
Assist in creating, analyzing, and distributing ongoing Service Desk reports for management.
Works of various projects to Systems Support Specialist and Technology generalist.
Assist with achieving defined service levels for service desk tickets and telephone support.
Helps to configure software to ensure automation and routing workflows support timely resolution including: receipt, prioritization documentation, and distribution. Responsible for participation in continuous improvement of help desk policies procedures, and guidelines.
Make suggested technology changes to help desk processes/workflow based on call analysis, resolution, and recurrence.
Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
Knowledge and Skills
ExperienceTwo to five years of similar or related experience, including preparatory experience.
Education/Certifications/LicensesA two-year college degree or completion of a specialized course of study at a business or trade school equivalent to approximately 64 credit hours.
Interpersonal SkillsCourtesy and tact are essential elements of the job. Work involves personal contact with customers and others inside and outside the organization, generally regarding fairly routine matters for the purposes of giving and obtaining information or instructions, updating or referring. Communications require shorter and not in-depth discussions most of the time.
Other SkillsAbility to learn and understand the basic computer concepts in order to operate various computer equipment. Ability to work autonomously, often being the only person on a shift, and to complete work in a timely manner. Strong service orientation.

ADA Requirements
Physical RequirementsAbility to stand, sit, bend or move in order to perform all job functions with limited physical exertion and occasional lifting of up to 50 lbs and up to 40 lbs daily in order to perform job print functions. This includes standing on a hard surface for the majority of an eight (8) hour shift. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of travel by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities. Must be capable of regular, reliable and timely attendance.
Working ConditionsMust be able to routinely perform work indoors in climate-controlled private office with minimal noise.
Mental and/or Emotional RequirementsMust be able to perform job functions independently and work effectively either on own or as part of a team. Must be able to plan and direct the work activities of self and others. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Job Type: Full-time

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