Provide phone and in-person support to the associates of Enterprise Bank & Trust employing a high degree of customer service, technical expertise and timeliness. The candidate will take ownership of an issue and follow through to resolution with associates and other pertinent information technology staff. Tracks support calls in the Help Desk ticketing system. The candidate will follow established standards and procedures in resolving problems.
Skills/Requirements
Provides first line technical support to internal associates at all levels of the organization
Serves as IT Support Specialist for all locations
Works with vendors and IT team members to resolve problems
Document technical processes and procedures in IT Knowledgebase
Responsible for computer equipment provisioning, deployment and moves
Assist internal business and technology teams with project implementations
Qualifications:
Be self-managed, motivated, and open to change
Must possess solid problem-solving and troubleshooting skills
Demonstrate strong communication and customer service skills
Have a strong desire and ability to learn
Work well independently or in a team environment
Supervisory Responsibilities:
None
Education and/or Experience:
At a minimum an Associates’ degree is required
Prior experience in customer service desired
At least 2 years’ experience providing technical support on hardware/software
Computer and Software Skills:
Skilled in operation of a personal computer including Windows 7 and Windows 10
Application Security Permissions (Salesforce, Google Apps, Active Directory, Other Applications As Needed)
Experience supporting Android and IOS devices, multi-function printers, Google Apps for Business, Salesforce, Asset Inventory and PC imaging a plus
Certificates, Licenses and Registrations:
None
Additional Information:
Ability to work during non-business hours
Ability to lift a minimum of 20 pounds as needed
Limited travel, including overnight travel, may be required