At Pinnacle, our goal is to create an atmosphere where people become fully engaged, enjoy what they're doing and be successful. We work to ensure that every associate embraces what makes Pinnacle different and unique. For us, it starts with hiring the right people.
We hire like-minded individuals who share our values of Integrity, Fairness, Learning, Results, Partnership, Balance, and Discipline.
We hire experienced professionals who understand the industry and provide effective advice.
We hire candidates who demonstrate a passion for client service. People who understand that distinctive service is more than smiling and being friendly - it's about creating a client experience that is unmatched.
But attracting the right people is only half the battle. We have to ensure that every associate understands their actions affects the outcomes of the firm. Our Position Descriptions are not designed to list every aspect of a position but to serve as a general overview.
SUMMARY OF POSITION:
A Network & Hardware Support Analyst should demonstrate commitment to delivering distinctive service. This position is responsible for providing network and hardware support within the Pinnacle network. The position assists Pinnacle associates over the phone and in person with technical problems and installs new and moves existing equipment as requested by associates through the MAC process.
Provide distinctive service to clients and prospects, in person and over the telephone. Respond to client inquiries and satisfactorily resolve client issues. Support firm-wide achievement of the three-ring standard (all phones answered by a live person within three rings).
Answer incoming calls to technical support line (2222), resets passwords, opens technical trouble tickets.
Provide break/fix support and MAC completion for Pinnacle associates.
Assists in streamlining Information Services Activities such as project support, technical call center improvements, etc.
Meet all the client's financial needs, both business and personal, and refers clients to other specialty areas such as Trust, Investments, Insurance, Treasury Management, etc. as appropriate.
Assist other team members as needed to ensure delivery of distinctive service.
Perform other related duties and responsibilities as assigned.
DESCRIPTION OF EXPERIENCE, EDUCATION, AND TRAINING:
College degree is preferred - computer science or business-related field.
Minimum of five (5) years in systems support, hardware installation and support, software security monitoring and implementation, and systems security.
Proficient in Microsoft Office (Word, Excel, and PowerPoint) or related software.
Cisco, Microsoft, Dell or other relevant professional certification, or progress toward certification - preferred.
Proficient use of Microsoft Active Directory, Microsoft Windows desktop, and server operating systems. Nortel telecommunications equipment and current hardware technology knowledge.
Working knowledge of all Federal and State regulations as it pertains to data integrity, security of data and privacy. Understanding of control measures and requirements of Sarbanes-Oxley.
DESCRIPTION OF CAPABILITIES, PHYSICAL REQUIREMENTS, AND ABILITIES:
Excellent interpersonal skills, including verbal and written communication skills.
Effective analytical and problem-solving ability with a strong attention to detail.
Ability to work independently and prioritize daily tasks.
Excellent client service skills. Tact and diplomacy in dealing with both clients and associates.
The physical activities of this job include but are not limited to the ability to stand and sit for prolonged periods of time, use of manual dexterity, verbal communication, visual acuity, repetitive motion, and the ability to hear. Often long periods of mental concentration are required. Other activities are the ability to bend, climb, balance, stoop, kneel, crouch, reach, walk, push, pull, lift, and grasp.
POSITION STATUS: NON-EXEMPT
Pinnacle is an Equal Opportunity and Affirmative Action Employer committed to supporting a culture of inclusivity that builds a diverse workforce so we can support the many different communities we serve. All otherwise qualified associates and applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender expression and/or identity, national origin, age, genetic information, disability, protected military or veteran status, pregnancy or pregnancy-related conditions, or other status protected by law.