What are the responsibilities and job description for the Help Desk Technician position at COMMUNITY NATIONAL BANK?
General Summary
This position is responsible for resolving first-level issues involving computer workstation hardware and software problems. Serves as the first point of contact for employees seeking technical assistance over the phone or email.
Principal Responsibilities and Duties
- Responsible for staying up to date on and complying with all applicable banking laws and regulations as well as CNB policies and procedures.
- Respond to all emails and phone calls to provide appropriate assistance.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issues and details provided.
- Direct unresolved issues to the next level of support personnel.
- Record issues and resolutions in the ticket system.
- Follow-up and update employees on status and information.
- Maintain regular and punctual attendance.
- Work cooperatively with others.
- Work overtime as needed.
- Performs other duties as required or assigned which are reasonably within the scope of the duties in this job classification.
Skills and Abilities Required
- Ability to communicate effectively with employees via face to face, phone, or email.
- Tech savvy with working knowledge of office automation products, databases, and remote control.
- Good understanding of computer systems, mobile devices, and other tech products.
- Ability to diagnose and resolve basic technical issues.
- Strong technical documentation and writing skills.
- Ability to adapt to technological changes and apply new knowledge to responsibilities.
Certifications/Education and Experience
- One year certificate from college or technical school.
- Three to six months related experience or equivalent combination of education and experience.
Working Conditions
- Secure work area due to sensitive customer information.
- Indoor, in an office environment, with a typical 40-hour workweek.
- High levels of noise produced by bank equipment.
- Considerable effort and eyestrain from continuous computer use.
Physical Requirements
- Occasionally move and carry office supplies, files and equipment weighing 10 pounds.
- Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
- Must be able to remain in a stationary position 60% of the time to process work.