You're more than an employee. You're our Future.
California Savings Bank is seeking a dynamic IT professional to build our Retail banking team in the Bay Area.
The ideal candidate will provide first level telephone and desktop support for approximately 200 users on Local and Wide Area network running Windows XP and Windows 2000 . Assignment types and durations vary according to requests.
Essential Duties and Responsibilities:
-Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
-Provide first level support of PBX/Key telephone system moves, adds, and changes.
-Interview users to collect information about various issues and assignments; lead users through diagnostic procedures to determine source of problems.
-Troubleshoot and resolve or escalate to second level support.
-Handles problem recognition, research, isolation, resolution and follow-up for routine user requests, referring more complex issues to second level technical staff.
-Logs and tracks calls using call tracking software, Track-IT that maintains history records and related problem documentation.
-Follow up with users after request is complete to confirm.
-Prepares standard statistical reports, such as help desk incident reports.
-Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate.
-Participate in process improvement analysis of desktop and workflow procedures.
-Participate as team member with duties in IT Lab., including testing hardware, software and images.
-Writes software and hardware evaluations and recommendations for management review.
-Writes or revises user training manuals and procedures.
-Develops training materials such as exercises and visual displays.
-Participates and manages areas of the Support Services Desk using effective time management, problem solving techniques and team collaboration.
-Trains users on hardware standards and IT policies.
-Responsible for performing daily critical controls and print operations.
-Responsible for user account administration.
-Some travel to branch offices required.
Supervisory Responsibilities
-This job has no supervisory responsibilities.
Qualifications
-Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
-Ability to speak effectively before groups of employees of organization.
-Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
-Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
-Effective interaction with users when investigating and solving problems.
-An understanding of the business purpose of assigned application or system.
-Valid driverˇ¦s license required.
Computer Skills
-Demonstrated ability in troubleshooting LAN/WAN connected PC's to include working knowledge of PC Hardware, peripheral equipment, Windows 2000, Windows XP, Active Directory and MS Outlook.
Education and Experience
-One-year certificate from college or technical school and a minimum of two years experience in information technology; or equivalent combination of education and experience.
-Must have a thorough knowledge of customer support and information technology including all pertinent software and hardware requirements.
Certificates, Licenses, Registrations
-A+ and Microsoft Certified Professional Designation preferred.
Physical Demands
-The physical demands include close vision for computer work, standing, sitting and repetitive use of hands and fingers, occasional lifting of up to 50 pounds.
-Position requires incumbent to frequently perform manipulative skills such as typing, cable manipulation, attaching plugs, etc.
-Position requires incumbent to perform tasks that require hand-eye coordination such as keyboard skills and use of CRT (VDT).
-Position requires incumbent to discriminate colors, as in reading colors of electrical wires or warning lights and see both near and far away.
-Occasional overtime and/or travel via air, company, or private vehicle maybe required.
Equal Opportunity Employment Statement
California Savings Bank is an equal opportunity employer committed to diversity and to creating a work environment where the individual is valued and respected.
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