PC Help Desk - II

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ANB Bank hires individuals who provide excellent customer service and build meaningful relationships with our customers and within our communities. ANB is committed to rewarding our team members who strengthen our company and culture. ANB offers competitive compensation and a comprehensive benefits package for this position.

• Schedule:  Monday - Friday, 8:00am - 5:00pm; also requires rotating weekend On-Call schedule
• Hiring Pay Range: $20.00 - $23.00 per hour

Benefits Package Offered (Subject to Eligibility Requirements) 

• Paid Vacation, Sick, and Holiday Time 
• Discretionary Annual Bonus and 401(k) Match
• Company Subsidized Medical, Dental, and Vision Insurance Available for Employee, Employee Spouse, Employee Child(ren), and Employee Family
• Healthcare and Dependent Care Flexible Spending Account
• Health Savings Account and Limited Purpose Flexible Spending Account for High Deductible Health Plan (HDHP)
• Company Provided Employee Life, Employee AD&D, and Long-Term Disability Insurance
• Supplemental Life Insurance for Employee, Spouse, and Child(ren)
• Supplemental AD&D Insurance for Employee and Spouse
• Short-Term Disability
• Employee Assistance Program
• Tuition Assistance Program
• Professional Development Resources
• Employee Banking Services
• Free Employee Parking

Summary 

• Responsible for installing, configuring, and setting up Personal Computers and other network associated hardware (print servers, routers, hubs, hard drives, floppy drives, etc.).  Responsible for software installation and configuration on desktop client workstations.  Responsible for responding in a timely, professional and courteous manner to technical customer service issues.
• Responsible for troubleshooting computer hardware, software, and peripherals/component issues.  Responsible for answering phone calls and responding to emails and voicemails from customers regarding technical issues in a timely, professional and courteous manner.  Responsible for documenting technical solutions to share knowledge with team members.

Qualifications 

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Essential Duties and Responsibilities 

• Excellent customer service and people skills.
• Good reasoning ability and willingness to ask questions.
• Demonstrates excellent listening and communication skills with customers, peers and management.
• Ability to work independently or in a team environment.
• Ability to multitask and manage multiple priorities.
• Ability to follow instructions explicitly.
• Ability to document technical solutions in a clear, concise and accurate manner.
• Alertness and ability to concentrate.
• Desire to continually learn about computers and networking.
• Ability to work extended hours as required and overtime as required.
• Ability to lift 50 pounds and crawl into confined spaces (under desks or in wiring closets).
• Valid driver’s license and ability to drive a licensed vehicle.
• Travel requirement for this position is estimated at 6-12 weeks per year.
• Be able to work on call duty 24x7 on rotating schedule with other staff.
• Respond to incoming email and voice mail messages in a timely, professional and courteous manner.
• Troubleshoot Personal Computer hardware, software, and peripheral issues using all available resources to resolve issue for customers in the most efficient manner.
• Log all contact with customers in call tracking system in a timely manner.
• Install, configure and setup new Personal Computer hardware, software and peripheral devices.
• Identify network problems or application issues and escalate to appropriate resources in a timely, professional manner.
• Respond to assignments from PC Help Desk Manager in a timely and professional manner.
• Keep supervisor informed of the status of all projects, extended customer downtimes, and other important business information.
• Assist with company-wide software upgrades and new software installation as requested.
• Communicate with and treat co-workers and customers with respect and dignity.
• Provide assistance in network hardware maintenance as requested by network services manager.
• Travel to off-site locations to support PC and network business equipment as required.
• Maintains a current knowledge and consistent compliance with Bank Secrecy Act (BSA) requirements, as well as knowledge and consistent compliance with other banking regulations and Bank policies and procedures related to the position.
• Other duties as assigned.

Education and/or Experience 

• High school graduate or equivalent
• 2 years hands-on experience working with Personal Computers and networks
• 2 years of customer services experience
• Basic and advance courses in Personal Computers and computer networking preferred
• Intermediate knowledge of Personal Computer troubleshooting
• Intermediate knowledge of network troubleshooting.

Equal Opportunity Employer / Affirmative Action / Minorities / Female / Disabled / Veteran

ANB Bank is committed to providing Equal Opportunity in Employment.  The Bank is continually trying to improve recruitment, employment, development and promotional opportunities for its employees.  Our selection decisions are based on job-related factors and not on the basis of age, race, sex, color, religion, national origin, disability, sexual orientation, veteran status, or any other status protected by federal, state, or local law.

ANB Bank complies with the Equal Pay for Equal Work Act.  ANB Bank requests that Applicant not disclose its wage rate history to ANB Bank.  If ANB Bank for any reason comes into possession of Applicant’s wage rate history, ANB Bank will not rely on it in determining a wage rate.

Salary : $20 - $23