About the position
At F&M, the Help Desk Support Specialists are the first to receive calls and tickets from internal users with hardware and software issues/questions. While we typically do not talk to external customers, we strive to maintain a great rapport with internal users. To continue this tradition of superior service and accountability, we’re looking for a qualified Help Desk Support Specialist to join our team. Our ideal candidate will have experience with Active Directory, ticketing software, excellent phone skills and customer service. First and foremost, you must be trustworthy and precise. Your contribution will reinforce our reputation as a trusted bank in the community and the country.
Responsibilities
- Handle internal (and occasional external) customers calls for assistance with technology issues.
- Streamline processes and procedures to make things more efficient for end users.
- Assist in maintaining a secure and up-to-date network.
- Able to continually monitor tickets and document changes/fixes in the ticketing system.
- Provide a high level of customer service, providing answers and assistance with a smile.
- Assist after hours and on call as assigned.
- Comply and satisfactorily pass tests for bank policy and regulatory compliance that apply to position.
Requirements
- High school diploma or equivalent; or one to three months related experience and/or training; or equivalent combination of education and experience.
- Extensive customer service experience
- Self-driven and goal oriented
- Excellent communication and time-management skills
- Ability to pass a background check.
- Strong dedication to accuracy and efficiency
Nice-to-haves
- Comptia A+ Certified (or willing to become certified in first year)
Benefits
- Scheduled to work Monday – Friday, and on call after hours and weekends, based on a rotating schedule (4 weeks on, 12 weeks off).
