What are the responsibilities and job description for the Help Desk Manager position at FVCBANK?
FVCbank
Help Desk Manager
Job Description
Title: | Help Desk Manager |
Department: | IT / Fairfax Corporate Office |
Reports To: | Chief Technology Officer |
Job Summary
- Responsible for assisting in escalated support of multiple applications and working directly with users to troubleshoot support incidents regarding custom applications and system issues
- Foster positive end-user relationships and drive customer satisfaction
- Monitoring ticket volume and performance metrics while supporting the team in exceeding expectations, ensuring all SLAs are met
- Responsible for supporting the Bank’s Citrix golden image environment (Application, Servers, Profile management, maintaining images)
- Assist with IT asset and inventory management
- Follow-up with users as needed on outstanding requests and escalated tickets
- Liaison among users, technical support, and 3rd party vendors
- Initiate and engage 3rd party vendors to resolve issues when necessary
- Works directly with users to troubleshoot and support incidents regarding custom applications and systems issues when necessary
- Travel to FVCbank locations for onsite support when necessary
- Manage the IT Help Desk
- Ability to explain complex technical concepts to non-technical employees
- Participate in after-hours support rotation
Minimum qualifications
- High school degree
- 2-4 years’ experience working in a help desk environment
- 1 year of experience working in a virtualized Citrix environment
- Significant experience with troubleshooting a Windows server environment
- Basic Network troubleshooting
- Experience supporting an Office 365 environment
- High level knowledge of Active Directory and managing and implementing Microsoft Group Policies
- Simple Network troubleshooting
- Experience with Microsoft and Citrix Group Policies
- Experience creating training materials and designing curriculums for various IT related material
Abilities required
- Strong written and verbal communication skills
- Excellent customer service skills and the ability to demonstrate patience in a fast-paced environment
- Ability to multi-task and prioritize and work in a fast-paced environment
- Strong organizational, effective planning, and analytical skills
- Professional and effective interpersonal skills
- Ability to articulate technical concepts to a non-technical userbase
- Strong desire to grow in experience and responsibility within the company
Desired Skills
- Experience in supporting a Citrix environment
- Experience with creating PowerShell scripts for automation of manual tasks
- College degree in Computer Science/IT Certifications, related study or relevant work experience preferred
- Experience with bank systems for both platform and teller line processing systems
Essential Functions:
Ability to sit, stand, kneel and bend for extended periods of time
Must be able to operate a computer keyboard, mouse, and other computer components
Lifting and transporting heavy to moderately heavy objects, such as computers and peripherals
Ability to converse and exchange information with customers and all levels of staff within the organization
Ability to observe, perceive, and identify data
Ability to travel via air, rail, automobile, and/or bus
Disclaimer
The position for which you are applying is one that would have access to cash, financial instruments, financial transactions, or confidential customer financial information. The Bank has determined that personal financial responsibility is substantially related to preventing misuse or misappropriation of financial instruments or information which is an essential function of the position for which you are applying. A consumer report (including a credit report) and additional background reports are requested of all applicants on that basis.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
We are an Affirmative Action/EEO Employer. We do not discriminate on the basis of race, color, religion, national origin, physical or mental disability, protected veteran status, sex, gender identity, sexual orientation or any other characteristic protected by federal, state or local law.
Apply at www.fvcbank.com / Careers Tab