Senior Desktop Support Specialist

Acts as an internal resource available to all bank personnel for situations encountered with computer operating systems or associated components and peripherals.

Provides technical support by answering questions and resolving problems regarding all aspects of the banks departmental computer software applications.

Develops in-dept knowledge of the information needs of the business unit and pursues the technical skills to support those needs.

Develop in depth knowledge of database and database structures to provide application support for the business units.

Monitors systems in the business unit and resolves errors and inefficiencies.

Provide (Level 2) support for departments that have logged problem calls with the Service Desk.

Accepts and updates call tickets as appropriate.

Installs or assists service personnel in installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives on user's premises.

Loads specified software packages such as operating systems, word processing, or spreadsheet programs into computer.

Enters commands and observes system functions to verify correct system operation.

Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems.

Instructs users in use of equipment, software and manuals.

Coordinates activities with help desk, network services or other information systems groups.

Replaces defective or inadequate software packages.

Refers major hardware problems to service personnel for correction.

Secondary Duties

Develops in-depth knowledge of applications used by other business units as assigned.

Acts as internal resource for assigned business units as it relates to any situation encountered with computer hardware or software.

May be asked to work nights, weekends and holidays.

May be included in an on-call rotation.

Provides guidance and mentoring to Desktop Services technicians and team members.

Provides level 1 support as needed.

Some travel may is required.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience

Bachelor's degree from a four-year college or university; two to four years related experience and/or training; or equivalent combination of education and experience

Language Skills

Ability to communicate effectively orally and in writing using the English language; Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations; Ability to write reports, business correspondence, and procedure manuals; Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public