THIS POSITION REQUIRES EMPLOYEES TO WORK ON-SITE IN SEARCY, AR.
First Security Bank offers career opportunities for professional, energetic and team orientated individuals who foster a culture that values exceptional customer service, critical thinking, problem solving and operational excellence.
Important Information Regarding Application Process: Please note that we do not accept resumes and encourage applicants to include work history on our formal application available via the "Apply Now" link. *Data from resume cannot be downloaded into application. We invite you to view additional job opportunities at https://www.fsbank.com/about/join-us/.
SUMMARY
Under direct supervision of assigned manager, provide end-users premiere support and maintenance within the bank’s computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and technology-related equipment to ensure optimal performance and troubleshooting problems (in-person, by desktop remote, over the phone, or email) in a timely, professional, compliant, and accurate manner. This position requires employees to work on-site.
QUALIFICATIONS |EDUCATION | EXPERIENCE | SKILLS
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.
- High School Diploma or GED will be required.
- 1-2 years REQUIRED of experience of installing and supporting technical work in:
- Microsoft Windows Desktop OS, Active Directory, Microsoft Office
- PC Deployment
- Antivirus Management
- User Networking, VPN, TCP/IP Troubleshooting
- IOS and Android devices
- Preferred Certificates/Licenses with:
- A+/N+ Certification
- MCP (Microsoft Professional)
- IT Security Awareness
- Other industry certifications
HOURS OF AVAILABILITY: Regularly Scheduled Hours / Week 40hrs | Monday- Friday 8:00am-5:00pm | Rotating Saturdays: 7:30am-12:30pm (typically 1 per month) |*Extended working hours may be required.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Training consists of learning and developing the essential duties listed below:
- Maintain strict privacy regarding customer account information. Maintain customer confidence and protect bank operations by keeping information confidential.
- Provide customers with exceptional customer service and execute operational excellence. In person: Greet every customer with a smile, maintain eye contact, call them by name, stay connected in conversation and let them know they are appreciated. When on the telephone: Speak with a smile, call them by name, stay connected in the conversation and let them know they are appreciated.
- Ability to articulate effectively and exchange information with customers by answering questions in-person, on the telephone, via email, and ticket system. Refer customers to other bank services as necessary. Ability to logically comprehend and execute detailed written or oral instructions.
- Ability to work under pressure, resolve issues quickly and accurately, and work together with IT Team. Ability to adapt to competing demands and shifting priorities.
- Work tickets in Ticketing System, create new tickets with specific details, and log repeat issues to obtain permanent resolution. Readily detect problems to avoid further errors, delays, additional expenses, or impacts to the work of others in the Tech Center, Banking Centers, and other offices.
- Have knowledge in testing, installing, maintaining, supporting, troubleshooting and/or averting hardware and software products such as: failures on employee applications, mainframe systems, network infrastructure equipment, or telecommunications software using remote management tools, including mobile devices and printers.
- Perform basic Help Desk troubleshooting:
- Active Directory account and group management.
- System Imaging for deployment, maintaining ready to deploy PCs.
- Setup email on mobile devices.
- Multifunction printer support.
- Basic cybersecurity skills with an ability to identify phishing and other malicious behavior.
- Maintain and ensure that the desk and office are properly stocked with supplies. Maintain equipment for bank office devices which may require reaching, lifting, and transporting printers, PC’s, and other hardware. Ability to access computer closets and confined areas such as beneath office furniture.
ADDITIONAL REQUIRED DUTIES:
- Ambition to learn new technologies.
- Excellent technical documentation skills.
- Proven exceptional customer service skills with a high level of professionalism.
- Display patience working with employees having a range of computer competencies.
- Strong analytical, troubleshooting, and problem-solving skills.
- Willingness to be a team player who is excited to serve and empower our customers.
- Ensure that internal customers’ needs are met quickly and competently.
- Ability to add, subtract, multiply and divide numbers.
- Operate computer, telephone, keyboard, scanner, and copier. Basic computer skills including knowledge of Outlook, typing, 10-key and the internet. Strong knowledge of MS Word and Excel is preferred. Proficiency with internal bank software will be required.
- Must be able to arrive at work on time, work on-site and work cooperatively with other co-workers.
- Complete all on-line compliance Teal Training courses in a timely manner.
- Work location and/or additional duties may be assigned or required by management.
SUPERVISORY RESPONSIBILITIES: This job has no supervisory responsibilities.
SOFT SKILLS
Foster a culture that values critical thinking and problem solving, engagement, inclusion, diversity, and execute operational excellence. Establish a positive and productive work relationships; able to generate trust, ability, and willingness to give and receive honest, balanced feedback. Willingness to adhere to a strict ethical code of conduct.
PHYSICAL DEMANDS
The employee must possess sufficient mobility to work in and move about in a standard office setting and sufficient hand, arm, and finger dexterity to operate a computer keyboard and other office equipment. Substantial time may be spent on the telephone and working on a computer, sitting and/or standing. The employee must have the ability to hear and articulate well enough to carry on a normal conversation, both in person and over the telephone. Visual abilities required by this job include the ability to read materials in either a printed format or on a computer screen. Maintain equipment for bank office devices which may require reaching, lifting, bending, squatting, and transporting printers, PC’s, and other hardware. The employee must occasionally lift and move up to 75 pounds.
The work environment described here is representative of what an employee encounters while performing the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
MENTAL DEMANDS
The duties of this position require the ability to maintain attention to detail and complete work projects accurately in a short amount of time, despite interruptions. The employee must have the ability to maintain confidentiality and professionalism in all situations. The position also requires the ability to read and interpret documents and draft written communications.
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