Help Desk Technician

Chesapeake Bank -

Want to build a successful career with a financial institution that excels in the industry and has “fun” as one of its corporate values? Our team has high levels of employee engagement, proven in yearly external engagement surveys that rank us in the top 200 banks for multiple years running. We offer competitive benefit plans and have high levels of job satisfaction. Chesapeake puts an emphasis on knowing that we are only as strong as the communities we serve, therefore we contribute service hours and money to our local communities.

Talk to us about a career that makes you want to get up and come to work, have fun and make a difference.

Want to read more about why you should join the team, click the link below

Top 10 Reason You Should Explore a Career with Chesapeake Bank

Summary

The Systems Support Manager is responsible for managing the activities and responsibilities of the Systems Support Team and ensures that customer service is delivered at a high level. The Systems Support Team and Manager are responsible for providing technical assistance to users. To be successful in this position, one must possess strong problem solving, leadership and communication skills.

• Manage Systems Support staff; provide coaching and guidance as appropriate.
• Ensuring that SLAs are met, customer service is at an optimum level by reviewing work orders, following up with users and managers of other departments.
• Develop, implement and track Systems Support staff incentive program.
• Identify & coordinate training needs within Systems Support staff
• Foster relationships with external IT vendors to ensure resource availability to all staff.
• Manage trouble ticketing software to ensure timely resolution of end user issues.
• Assist with incoming help desk calls when necessary.
• Responsible for lifecycle management of all end user devices including personal computers, mobile devices, printers and peripherals.
• Scheduling proactive visits with other branches and departments to stay ahead of problems, understand needs, and ensure that technology goals are on target.
• Attend / lead department meetings, keeping minutes as necessary for distribution.
• Manage physical device inventory.
• Attend seminars and training to stay abreast of industry standards and trends.
• Understand your role as defined by the three lines of defense to maintain a compliance culture that includes risk management processes.
• Assist or lead any I.T. department projects as needed.
• Other duties as assigned.
• Minimum one year supervisory experience.
• Minimum two years end user support experience.
• Sets the example for providing great customer service and being a team player.
• Detail oriented.
• Self-motivated but also possesses a strong desire/ability to motivate others.
• Detail oriented.
• Able to prioritize tasks.
• Working knowledge of current Windows Operating Systems, Microsoft Office suite, and a good adaptation to new and evolving software packages.
• Ability to troubleshoot hardware, software and connection issues.
• Ability to work after hours/flexible schedule as required, including rotating weekend on-call.