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Help Desk Technician

Community National Bank
3 days ago
Full-time
On-site
Midland, Texas, United States
Information Technology & Technical Support
Description

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.


Qualifications

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.