| | 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.
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| - Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
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| - Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
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| - Logs and tracks calls using problem management database, and maintains history records and related problem documentation.
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| - Consults with programmers to explain software errors or to recommend changes
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| - Calls software and hardware vendors to request service regarding defective products.
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| - Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
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| - Writes or revises user training manuals and procedures.
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| - Installs personal computers, software, and peripheral equipment
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| - Provides assistance with all internal banking applications and services, including but not limited to, Silverlake, Vertex Teller, StreamLine for Deposits, DecisionPro, online banking/debit cards, and Microsoft Office
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| | | | | | | - Microsoft Certifications a plus, but not required
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| - Computer support experience preferred
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| - Experience with Jack Henry programs (i.e. Silverlake, Vertex, Synergy) preferred
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| - 1 - 2 years customer service experience, preferably in a banking or financial environment
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| - Work is generally performed indoors in environmentally controlled conditions
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| - 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
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| - Reasonable accommodations may be provided to enable individuals with disabilities to perform the essential functions
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| | | | Critical Skills / Expertise |
| | - Strong attention to detail
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| - Excellent communication skills
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| - Advanced technical skills
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| - Good problem solving skills
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| - Strong customer service skills
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Demo
Cross, WV
Full Time