Help Desk Support Specialist

Description

POSITION SUMMARY:

At F&M, the Help Desk Support Specialists are the first to receive calls and tickets from internal users with hardware and software issues\questions. While we typically do not talk to external customers, we strive to maintain a great repour with internal users. To continue this tradition of superior service and accountability, we're looking for a qualified Help Desk Support Specialist to join our team. Our ideal candidate will have experience with Active Directory, ticketing software, excellent phone skills and customer service. First and foremost, you must be trustworthy and precise. Your contribution will reinforce our reputation as a trusted bank in the community and the country.

OBJECTIVES OF THIS ROLE:

• Serve internal users by answering their calls or tickets successfully and in an organized, efficient, and secure manner.

• Assist when needed, deploying new products and services.

• Meet and exceed bank service standards, warm greeting with customers, and making them feel welcome while complying with bank procedures and security protocols.

• Work as a team with others in IT to complete daily tasks, demonstrating respect and professionalism, being prompt, and support management with special requests as needed.

• Help our customers and employees realize their best lives.

Requirements

RESPONSIBILITIES:

• Handle internal (and occasional external) customers calls for assistance with technology issues.

• Streamline processes and procedures to make things more efficient for end users.

• Assist in maintaining a secure and up-to-date network.

• Able to continually monitor tickets and document changes\fixes in the ticketing system.

• Provide a high level of customer service, providing answers and assistance with a smile.

• Assist after hours and on call as assigned.

• Comply and satisfactorily pass tests for bank policy and regulatory compliance that apply to position.

QUALIFICATIONS:

• High school diploma or equivalent; or one to three months related experience and/or training; or equivalent combination of education and experience.

• Extensive customer service experience

• Self-driven and goal oriented

• Excellent communication and time-management skills

• Ability to pass a background check.

• Strong dedication to accuracy and efficiency

ADDITIONAL REQUIREMENTS:

Certificates and Licenses

• Valid Driver's License

• Comptia A+ Certified (or willing to become certified in first year)

This position is scheduled to work Monday - Friday, and on call after hours and weekends, based on a rotating schedule (4 weeks on, 12 weeks off).

Non-Exempt/Hourly Job Competencies:

• Job Knowledge: Understands duties and responsibilities, possesses necessary job knowledge and technical skills, maintains job knowledge current.

• Productivity: Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well, and handles information flow.

• Attendance: Employee is expected to adhere to the attendance and break policy and communicate with your supervisor about anticipated time off or modifications to break times.