JOB SUMMARY Assists users in resolving problems through diagnoses and discussion. Takes the necessary steps to research, isolate and resolve problems.
ESSENTIAL DUTIES: - Responds to calls from associates to solve routine software, hardware and procedure problems.
- Tracks problem to resolution.
- Interfaces with all departments in the event of a system failure, reports downtime occurrences and reasons and directs repairs as needed. Contacts users continually until issue is resolved.
- Coordinates installation of hardware and software and implementation of procedure changes.
- Performs basic security functions as required.
- Ensures that all users are following correct electronic banking/information security procedures.
- Performs other duties as assigned.
ADDITIONAL RESPONSIBILITIES: - Maintain confidentiality in accordance with the Code of Ethics
- Adhere to established security procedures
- Participate in proactive team efforts to achieve departmental and company goals.
SUPERVISORY RESPONSIBILITIES: - No supervisory responsibilities
KNOWLEDGE, SKILLS, AND ABILITIES: - Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
- Communication- Excellent interpersonal communication skills, both oral and written.
- Personal and Human Resources - Knowledge of principles and procedures for personnel recruitment, selection, training, compensation and benefits, labor relations and negotiation, and personnel information systems.
- Computer Skills - Proficient computer skills including electronic mail, record keeping, routine database activity and advanced features of word processing and spreadsheet software.
- Computers and Electronics- Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications.
- Banking Knowledge of financial industry and bank dynamics, and a thorough knowledge of bank's products and services, and bank security and transaction policies.
- Active Learning -Understanding the implications of new information for both current and future problem-solving and decision making.
- Critical Thinking -Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
- Monitoring - Monitoring/assessing your performance to make improvements or take corrective action.
- Law and Government -Knowledge of banking laws and regulations.
- Bank Secrecy Act - In the performance of all the respective tasks and duties, employee will maintain knowledge of Bank Secrecy Act regulations and all other regulatory, security and bank policies and procedures.
EDUCATION AND EXPERIENCE: - High School Diploma Required, Continuing Post-Secondary Education Preferred.
- Education track in a technical related field.
- Or equivalent combination of education and work experience.
PHYSICAL/WORK CONDITIONS: In the performance of respective tasks and duties, the employee is expected to successfully perform the essential functions of the position. Reasonable employee accommodations for physical or mental disabilities will be considered on a case-by-case basis. While performing duties the employee is required to sit, talk and hear frequently, lift up to 50 lbs. occasionally; may be required to work evenings and/or weekends, attend remote meetings and/or to travel.