Technical Support Specialist
Indianapolis, IN, United States
A Stable and Growing Employer
The National Bank of Indianapolis is the largest, locally owned, national bank in greater Indianapolis. Since opening our doors in 1993, we have grown from 18 employees to more than 300 employees. Our strength and success in serving the local market is directly attributable to our talented staff. With greater than 90% staff retention year after year, and with a highly competitive benefit package, our staff enjoy a sense of stability not always experienced in the general work environment. Benefits include but are not limited to: medical/dental/vision/life insurance, vacation, personal time, holidays, tuition reimbursement, 401k, profit sharing, and wellness benefits.
Who We Are Looking For
The National Bank of Indianapolis has assembled our talented staff by hiring only the best, whether highly experienced professionals or those just entering the workforce. We are looking for those who are committed to delivering superior service to our clients and superior teamwork to their co-workers. Along with the relevant knowledge and experience, The National Bank of Indianapolis requires its employees to have both a high degree of professionalism and a commitment to excellence.
Summary
The teammate provides support for the Help Desk, PC/server deployment, networking and other systems as assigned. This involves standard set up as well as troubleshooting and resolving technical issues (related to both software and hardware), working with users who have different levels of skill and knowledge, and ensuring that clients receive the highest level of service.
Essential Functions
Help Desk technical support for end-users by:
Receiving and triaging calls and/or emails from end users
Soliciting information needed to accurately diagnose the specific technical problem
Communicating technical information in commonly understood terms
Taking action to resolve identified software or hardware problems and/or directing the end user on how to resolve the identified problems
Collaborating with Technology team members to resolve issues as appropriate
Maintaining the ticketing system and related applications, applying updates timely and ensuring proper functioning
Performs installation, maintenance, and support for all technology resources, including but not limited to: Computer hardware and software
Printer hardware and software
Network hardware and software
Telephone hardware and software
Security systems hardware and software
Installs, configures, sets up, and troubleshoots client access to shared networks, mapped network drives, network printers, and remote access
Assists with daily and special project operations, including setup/management of user accounts and systems security
Participates in the evaluation of user difficulties; helps identify common problems and/or trends and how best to prevent them; offers recommendations involving hardware or software upgrades that are designed to minimize recurring technological problems and/or gain efficiency
Creates and updates IT procedural documentation
Maintains current knowledge of information systems technology and commonly used software
Participates in on-call rotation for after-hours support
Required Education, Experience and Skills
High School diploma required, some college level coursework preferred
Minimum of 5 years of experience in a similar role, or comparable combination of education and work experience
Banking/financial services industry experience and/or knowledge of regulated environment (such as health care) helpful
Extensive knowledge of hardware and software products
Exceptional customer service and communication skills, including the ability to convey technical information in commonly understood terms
Excellent interpersonal skills, exhibiting a high degree of professionalism
Proven analytical and problem-solving skills, with the ability to think critically, evaluate needs and develop a plan of action
Strong organizational skills, including the demonstrated ability to multitask