Help Desk Representative - Hybrid/Remote (IL

Location

Elk Grove Village, IL | United States

Job description

First American Bank was founded in Chicago, and over the years has expanded throughout Wisconsin and Florida. As the largest privately held bank in Illinois, we now have over 60 locations and assets of $5+ billion. We are a community bank at heart with international expertise, traditional values, and a forward-looking philosophy. Our employees have the experience and vision to meet the needs of savers, borrowers, and businesses in the 21st century. First American Bank can offer employees a level of visibility, career growth, and stability that is difficult to find in many larger corporations.

This hourly (non-exempt) position is in a division of Central Operations that works closely with First American Data Services (IT/Programming). The individual is primarily responsible for providing technical assistance and support related to computer systems, hardware, and software within the organization.

DUTIES & RESPONSIBILITIES:

• Provide technical assistance to internal customers through a phone queue and email system with some hands on support.
• Filter support issues to different business units using an internal ticket system.
• Assist with the research and discovery of support issues as well as follow up with end-users regarding the progress of their open tickets.
• Handle user setups/modifications/deletions from various systems and applications.
• Complete daily, weekly, monthly, and yearly tasks as well as department reporting.
• Communicate and work directly with First American Data Service’s business units.
• Comply with audit guidelines relative to providing user access to systems and applications.
• Create internal procedures for new systems, applications, and hardware.
• Work directly with vendors to resolve issues supported outside of the organization.
• Manage and handle hardware inventory to distribute to the organization.
• Compile data for the organization and research trends in support issues.
• Perform other duties and tasks as assigned.

QUALIFICATIONS:

• Two year college degree or equivalent technical training required.
  Certifications in A+ and Microsoft Office a plus.
• Minimum one year work experience in previous help desk support, customer support, or IT required.
• Strong experience with various computer applications and standard software including but not limited to: Microsoft Windows Server 2008 and later, MS Office, Active Directory and CITRIX XP preferred.
• Office 365 experience a plus.
• Basic knowledge of computer and printer/copier hardware preferred.
• Working knowledge of Apple iDevices (iPhone/iPad) required.
• Strong communication skills, both written and verbal, are critical for interactions with, end-users, other business units, and every level management both over the phone and via email.
• Ability to effectively communicate issues to the end-user and within the Help Desk business unit to quickly and efficiently resolve end-user issues.
• Exceptional time management skills, which enable the daily tasks and responsibilities to be completed in a timely fashion with high customer satisfaction.
• Strong attention to detail and the ability to multi-task as well as manage individual ticket volume.
• Flexibility to work Monday through Thursday between the hours of 7:00 a.m. – 5:30 p.m. CST and Friday.7:00 a.m. – 6:00 p.m. CST.
  Work within a Saturday rotation shift of 7:30 a.m. – 1:00 p.m. CST, with a scheduled day off during that week.

Job tags

Salary