First Bank
  • 31-Dec-2018 to 28-Feb-2019 (EST)
  • Information Technology
  • Greensboro, NC, USA
  • Hourly
  • Full Time

Comprehensive Medical, Dental, Vision Insurance. 401k Plan with generous Employer Match, Short and Long-term Disability Insurance. Employer provided Life and Accidental Health and Dismemberment Insurance, Voluntary Supplemental Life Insurance coverage, Health Care and Dependent Care Flexible Spending Accounts,Paid Vacation, Paid Time Off, Family-oriented culture that values work/life balance.


POSITION SUMMARY 

The position of IT Help Desk Specialist serves as the front line support for Information Technology questions from First Bank employees. Responsible for supporting Branch and Bank Staff with password resets, PC and Printer Problems, etc.

ESSENTIAL FUNCTIONS

  • Resolve issues reported by the Bank Staff via phone, automated call distribution systems, email or ticketing systems.
  • Provide technical assistance for the Spectrum phone system. When required, will escalate the issues up to Spectrum.
  • Open/close support requests utilizing a call ticketing system.
  • Provide technical assistance and support for incoming questions or issues related to computer systems, software and hardware.
  • Escalate unresolved issues to Level II Technicians.
    • This escalation then requires a follow up to determine what was required to resolve the issue so that new/improved procedures can be documented to handle reoccurrences in the future if the solution is such that the Help Desk technician has the time and/or resources to apply the solution.
  • Escalate issues to our external service providers when necessary. Follow up on the issue until it is resolved.
  • Set up new users for various applications; reset/change passwords for various applications; remove employee access to various applications.
  •  Maintain Active Directory information for all Bank employees to ensure accuracy.
  •  Resolve connection issues for printers and computers.
  • Install drivers and software for new hardware components such as printers and scanners.
  • Set Up/Change Devices on AS400.
  • Process Teller Drawer and Vault Changes.
  • Process location changes for bank associates within all affected systems used by the associates.
  • Must be skilled in training users in the use of various office software suites including but not limited to Windows operating system, Microsoft office products, PDF creation software and Desktop scanners.
  • Monitor Bank site connection status. Evaluate / Escalate connection loss incidents as they occur to ensure location downtime is kept to a minimum. Connection issues are reported to the Banks Internet Service Provider as well as to key Bank Personnel.
  • Help drive process improvement within the department by auditing key internal processes to ensure accuracy and adherence to bank and departmental policies.
  • Participate in the Cross Training functions for other areas of IT when available.
  • Participate in Business Continuity tests / Disaster Recovery drills when required.
  • Be available for occasional after hours or weekend work as dictated by projects or workloads
  • Will participate in online, continuing education classes as determined by the IT department. These courses will be provided without cost to the associate.
  • Completes annual compliance courses.

ADDITIONAL RESPONSIBILITIES

  • Adheres specifically to all corporate policies and procedures.  Also adheres to Federal and State regulations and laws including the Bank Secrecy Act.
  • Performs additional duties and responsibilities as directed

 

GENERAL QUALIFICATIONS 

Knowledge & Experience: These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

  • High school diploma or general education degree (GED); or the equivalent combination of education and experience.
  • Work related experience should consist of duties in a computer/business environment.
  • Educational experience, through in-house training sessions, formal school or financial industry related curriculum, should be computer/business or financial industry related.
  • Intermediate knowledge of Bank operations and other Bank operational policies and procedures.
  • Excellent organizational and time management skills ability to work with minimal supervision.
  • Intermediate skills in computer terminal and personal computer operation; mainframe computer system; word processing, spreadsheet and specialty software programs.
  • Exceptional verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct personnel.

 

Physical Demands/Work Environment: Vision, hearing and speech are required. Individual must have the ability to work with detailed information in a concentrated manner.  

The environment for this position is an open office that is mostly clean and comfortable. It may include some minor annoyances such as noise, odors, drafts, etc. The incumbent is in a non-confined office-type setting in which he or she is free to move about at will. 

The incumbent in the course of performing this position spends time writing, typing, speaking, listening, lifting (up to 25 pounds), carrying, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, pulling, walking, standing, squatting, kneeling and reaching. 

The incumbent for this position may operate any or all of the following: telephone, copy and fax machines, adding machine (calculator), typewriter, computer terminal, personal computer, and related printers. 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

 

Mental Requirements: Vision, hearing, and speech are required. Individual must have the ability to work with detailed information in a concentrated manner. The ability to utilize the computer and/or calculator is necessary. Must have reliable transportation and a valid driver's license is preferred. 

The incumbent in this position must be able to accommodate to reading documents or instruments, detailed work, problem solving, customer contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, training, multiple concurrent tasks, and constant interruptions

 

 

 

First Bank
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