Location: On-Site Santa Rosa
POSITION SUMMARY:
Provide first line support to employees by responding to incoming incidents, requests and changes.
POSITION TYPE & SCHEDULE:
Full-time, non-exempt position. 40 hours per week, Monday-Friday from 8:30am-5:30pm. This schedule is subject to change based on the business needs of the Bank.
ESSENTIAL FUNCTIONS:
IT Help Desk Support:
- Document all ITSM tickets into ticketing system.
- Coordinate investigations to resolve information system issues. Conduct research to understand, explain and resolve technology issues.
- Communicate updates to users that have been or may be affected by a problem. Follow up with users after problems have been resolved.
- Utilize help desk tracking software to present recommendations and improvements for user systems.
- Initiate onboarding procedures for new users into the system.
- Ensure response times are quick and effective to appropriately resolve requests.
- Coordinate referrals to technical, professional or service personnel depending on the repair, training, service or software issue.
- Provide information, advice or instruction in response to inquiries from callers. Utilize and research knowledge base documentation and software tools to provide information, advice or instruction in response to end user inquiries.
- Assist with overseeing the installation, operation, maintenance, and repair of hardware, software, and peripheral equipment.
- Provide professional support for end users of personal computers or their associated networks, hardware, software, or peripherals.
- Resolve first-level issues and compose new problem resolutions.
- Read and interpret documents for callers such as safety rules, operating and maintenance instructions, and procedure manuals.
- Effectively present information and respond to questions from managers and end users.
- Compose email communications for Bank distribution to inform employees of various issues.
- Perform system administration for various software applications including email, operation systems, etc.
- Teach end users how to resolve problems verbally and via remote control.
- Translate technical language through written and oral communications into information understandable by the end user.
- Prioritize various requests from callers and 2nd and 3rd level support.
- Appraise the possible impact on customer service and bank reputation and notify appropriate management when service is interrupted.
- Probe caller for in depth analysis of contributing factors and/or events that caused end result and document data gathered.
- Perform Special projects and research as requested.
- Perform other duties as assigned.
MINIMUM QUALIFICATIONS
Core Job Specific Competencies:
- Customer Service: Provides internal and external customers with the products and services that match their needs in a timely, efficient manner; follows up on customer complaints, questions, and requests.
- Dependability: Available for work on a consistent and timely basis with infrequent unplanned absences; completes work in a timely manner; meets commitments with minimal oversight.
- Problem Solving: Develops actionable recommendations based on an understanding of trade-offs; commits to action after identifying alternative methods that are based on logical assumptions and information; takes into consideration resources, constraints, organizational values, and changing environments.
- Technology: Uses automated systems or tools to simplify, improve, and increase efficiency of work processes; embraces and adapts to changes in technology.
- Verbal Communication: Expresses ideas effectively in individual and group situations adjusting style and methods to meet the specific needs of the audience; attentively listens to others to gather data and paraphrase meaning to verify understanding.
- Written Communication: Uses correct English grammar, punctuation, and spelling; communicates information (for example facts, ideas, or messages) in a succinct and organized manner; produces written information, which may include technical material that is appropriate for the intended audience.
Knowledge, Skills and Abilities:
- Skills operating a personal computer with word processing, spreadsheet, and presentation software.
- Strong communication skills both written and verbal.
- Ability to remain calm in stressful situations.
- Knowledge of general banking principles and practices.
Physical Requirements:
- Ability to stand, bend, stoop, sit, walk, reach, twist and turn.
- Ability to lift up to 50 pounds frequently.
- Ability to use a computer keyboard and calculator.
- Work environment is indoors, majority of the time is spent sitting at a desk.
Education and Experience:
A combination of education and experience equivalent to high school diploma, and knowledge typically gained through a minimum of two years related experience and/or training.
Compensation & Benefits
- Pay range: $22 to $28.50 per hour. The compensation offered will fall within this range, commensurate with the candidate's applicable experience, education, and skills.
- Health, dental, and vision insurance Competitive medical plan options including traditional HMO, HDHP/HSA, and Point of Service medical plans. No-network dental and vision plans, and flexible spending account plans
- Company paid life insurance and long-term disability insurance
- Retirement plan options 401(k) plan: traditional and Roth savings options with company match, and an additional annual profit-sharing contribution opportunity.
- Paid time off and sick leave Robust package with vacation, sick time, holidays, and personal days.
- Tuition reimbursement
- Free checking and discounts on other available banking products Checking and savings accounts, safe deposit box, retirement planning assistance, Discounts on home and personal loansLoans are subject to credit approval. Fees, conditions, and restrictions may apply. Rates and programs subject to change.
Who We Are
Established in 1890, Exchange Bank is one of the most unique community banks in the United States because of our history, ownership and legacy. Our employees enjoy a work environment that values a work/family balance, encourages community involvement and provides competitive compensation and benefit package.
Our Mission- From generation to generation, we invest in people, business and community to build a strong future.
Commitment- Respect- Integrity- Teamwork
An award-winning bank, our community has voted Exchange Bank:
- Best Company to do Business With
- Best Business Bank
- Best Local Bank
- Best Place to Work
- Business Environmental Alliance Best Practices Award
- Healthiest Companies in North Bay Award
- Spirit of Philanthropy Award