Computer Support Specialist in Longview

Includes the following, other duties may be assigned;

• Exhibits superior customer service as an Austin Bank team member. Demonstrates high quality relationship building techniques to ensure the customer receives the best possible solution to his banking and financial needs. Helps promote a loyal relationship between the customer and Austin bank.
• Participates in developing a teamwork atmosphere with coworkers as part of department or branch location by attending meetings, participating in discussions, treating coworkers with respect and courtesy, and contributing to departmental goals.
• Has a responsibility to stay abreast of company communications by reading publications, announcements and company e-mails, etc.   
• Take advantage of appropriate communication channels regarding bank related business matters.
• Develop personal skills and capabilities through on-going training, as provided by the company or elsewhere subject to Company approval. 
• Uphold and safeguard the organization’s values particularly relating to ethics, integrity, and confidentiality both internally and externally.
• 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.
• Determines whether problem is cause by hardware such as computer, printer, cables, or telephone. Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or other technical staff.
• Logs and tracks calls using problem management database, and maintains history records and related problem documentation. Prepares standard statistical reports, such as help desk incident reports. Works through basic troubleshooting procedures with users, in an attempt to solve basic problems or user error. Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate.
• Consults with other team members to explain problems or to recommend solutions. Calls software and hardware vendors to request service regarding defective products. Dispatches other team members as needed for larger problems.
• Maintains databases of equipment, addresses, etc. Orders equipment and services as needed. Serves as central point of contact for users and field personnel.
• Reports to work regularly and promptly. Maintains established department and Bank policies, procedures and objectives and quality assurance. Enhances professional growth and development through participation in educational programs, current literature, community involvement and in-service meetings, etc.

Qualification Requirements:

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

• High School Diploma, or equivalent, with 1-3 years’ experience or equivalent.

Language Skills: 

• Ability to read and interpret professional documents. Ability to write routine reports and professional correspondence. Ability to speak effectively in one-to-one and small group situations to customers and employees of the Bank.

Mathematical Skills:

• Ability to add, subtract, multiply and divide using whole numbers, common fractions, and decimals.  Ability to calculate simple mathematical equations as applicable.

Computer Skills:

• Ability to operate a personal computer and use word processing, spreadsheet and Bank systems software

Reasoning Ability:

• Ability to define, solve problems, collect data, establish facts and draw valid conclusions. Ability to deal with problems involving several concrete variables in standardized situations.

Physical Demands:

• Physical requirements for this position are modest and reflective of a typical office environment.
• Occupational requirements include the ability to see, hear, and speak clearly and distinctly.
• Requirements are high for meeting deadlines, frequent interruptions, and telephone and email activity.
• Must be able to work at a computer for extended periods.
• Mental activity required is high for reasoning, remembering, reading, writing and speaking.

Work Environment:

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 The noise level in the work environment is usually quiet.

The above statements are intended to describe the general nature and level of work being performed.  They are not intended to be construed as an exhaustive list of all essential duties, responsibilities and requirements of personnel.