Help Desk Technician

General Summary

This position is responsible for resolving first-level issues involving computer workstation hardware and software problems. Serves as the first point of contact for employees seeking technical assistance over the phone or email.

Principal Responsibilities and Duties

• Responsible for staying up to date on and complying with all applicable banking laws and regulations as well as CNB policies and procedures.
• Respond to all emails and phone calls to provide appropriate assistance.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issues and details provided.
• Direct unresolved issues to the next level of support personnel.
• Record issues and resolutions in the ticket system.
• Follow-up and update employees on status and information.
• Maintain regular and punctual attendance.
• Work cooperatively with others.
• Work overtime as needed.
• Performs other duties as required or assigned which are reasonably within the scope of the duties in this job classification.