What are the responsibilities and job description for the Help Desk Support - Operations Center - Cross Lanes position at City National Bank of WV?
Job Description
Job Description
EQUAL OPPORTUNITY EMPLOYER, INCLUDING DISABILITY / VETS
Summary Description
Investigates and resolves software and hardware problems of computer users.
Essential Functions
- 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, StreamLine for Deposits, DecisionPro, online banking / debit cards, and Microsoft Office
Position Requirements
Critical Skills / Expertise
