About the Position

Location: Lexington, SC

Resolve technology-related issues by phone or in person with line of business technology users using professional and responsive customer service skills and capabilities. 

• Serve as the first point of contact for bank employees seeking technical assistance/problem resolution, working requests by way of phone and/or email.
• Perform remote & on-site troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided and walk employees through corrective action or take corrective action as appropriate.
• Research unresolved issues or direct to the next level of support staff.
• Provide support to banking office staff by installing and/or moving computer equipment and systems as needed
• Track issues and resolutions in appropriate ticketing systems.
• Follow-up and update employees on resolution status and information until issue is resolved
• Manage response times on any outstanding “tickets” or calls.
• Identify and suggest possible improvements on processes and procedures.
• Communicate any significant matters or patterns to senior IT Associates or the IT Director
  

• Proven experience as a help desk technician or other IT customer support role.
• Strong problem solving skills
• Working knowledge of IT concepts and practices.
• Good understanding of computer systems, mobile devices and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Effective oral and written communication skills.
• Basic problem-solving and analytical skills.  Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Proficiency in using personal computers and products like Office 365, Azure, including end-user tools like Excel, Outlook, Word, etc.