Associated Bank
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Job Location: Green Bay, Wisconsin (Holmgren Way)
Job Type: Full-Time
Shift:
Mondays through Fridays, 8:00am-4:30pm, rotating weekend schedules
Schedule Will Vary: Yes
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JOB SUMMARY
Under the direction of the Helpdesk & Change Management Manager or Supervisor, provides support to end users on a variety of hardware, software and business application issues. Identifies, researches and resolves technical problems. Responds to telephone calls, ATM voicemails, emails, Webview Alerts and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution. Relies on instructions and pre-established guidelines to perform functions of the job. Seeks additional help on complex problems from other Help Desk staff, Tier II support staff and outside vendors.
JOB ACCOUNTABILITIES
1. Provide technical support for employees experiencing problems related to computer hardware and software, business unit applications, computer communications (LAN/WAN), and telephone problems.
2. Ability to extract problem detail & document accurately in cases and perform trouble-shooting procedures working with non-technical customers.
3. Ability to quickly learn and master software and business application skills.
4. Coordinate problem resolution among required IT resources exercising strong teamwork attitude and skills.
5. Assess the specifics of a problem and find a resolution. Notify appropriate technical sources when assistance is needed. All high and critical priority cases are escalated to management through timely management alert pages. Also, corresponding concise and accurate summaries known as “DOC”s are written and submitted in a timely manner for reporting in the Daily Operations Call.
6. Generate service tickets. Track all service calls to ensure timely repair of problems. Follow up with customer on each and every case to ensure issue is resolved to their satisfaction.
7. Develop and maintain documentation as it relates to IT supported hardware, software and business applications ensuring the Knowledge Base is continuously updated.
8. Maintains familiarity with changes in Associated Bank’s environment as well as concepts, practices, and procedures in the banking industry and adjusts internal processes accordingly.
JOB SPECIFICATIONS
Minimum Education:
Coursework towards an Associates Degree in Computer Information Systems or equivalent work experience in technical helpdesk environment.
Minimum Experience:
Experience in the field or related area.
The ideal candidate will have previous technical help desk experience, in depth knowledge of computer hardware and software and understanding of branch banking processes and applications.
How to Apply:
Associated Bank
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
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