Resolve technology-related issuesby phone or in person with line of business technology users using professionaland responsive customer service skills and capabilities.

·Serve as the first point of contact for bank employeesseeking technical assistance/problem resolution, working requests by way ofphone and/or email.

·Perform remote & on-site troubleshooting throughdiagnostic techniques and pertinent questions.

·Determine the best solution based on the issue anddetails provided and walk employees through corrective action or takecorrective action as appropriate.

·Research unresolved issues or direct to the next levelof support staff.

·Provide support to banking office staff by installingand/or moving computer equipment and systems as needed

·Track issues and resolutions in appropriate ticketingsystems.

·Follow-up and update employees on resolution statusand information until issue is resolved

·Manage response times on any outstanding “tickets” orcalls.

·Identify and suggest possible improvements onprocesses and procedures.

·Communicate any significant matters or patterns tosenior IT Associates or the IT Director

·Proven experience as a help desk technician or other ITcustomer support role.

·Strong problem solving skills

·Working knowledge of IT concepts and practices.

·Good understanding of computer systems, mobile devicesand other tech products.

·Ability to diagnose and resolve basic technicalissues.

·Effective oral and written communication skills.

·Basic problem-solving and analytical skills. Ability to interpret a variety ofinstructions furnished in written, oral, diagram, or schedule form.

·Proficiency in using personal computers and productslike Office 365, Azure, including end-user tools like Excel, Outlook, Word,etc.