SUMMARY

We are looking to hire a full-time Helpdesk Engineer. This individual will serve as support for the company’s technical and operational staff. The ideal candidate will be detail oriented and have the ability to work with sensitive data. The position requires having intermediate computer skills, time and project-management skills, attention to details and sense of urgency. The position also requires excellent coordination skills to effectively interact with a small internal team and multiple external bank customers. This individual provides 24X7 technical support over the phone and maintains the smooth operation of the client’s remote deposit capture products. This individual is under the supervision of the Operations Manager.

PRIMARY RESPONSIBILITIES

· Provide remote Level 1-2 support to customers for remote deposit capture products, first point of contact.

· Troubleshoot and repair ACH and X9 file formats using PowerShell and SQL Queries.

· Read, understand, and troubleshoot PowerShell scripts.

· Manage the transfers of files via FTP.

· Provide full desktop, mobile device, and admin support for internal staff.

· Perform web application update testing and document bugs appropriately.

· Solve problems by utilizing training, knowledge, tools, and analytical skills while on call or processing a case

· Create, record, and resolve incoming requests for service.

· Document and maintain detail history of service tickets from start to finish.

· Answer queue calls on a regular basis.

· Provide a high degree of customer satisfaction, technical expertise, accuracy, and timeliness.

· Alert management to recurring problems and large-scale issues.

· Respond to questions from callers; remotely assist clients with technology problems.

· Other duties as assigned by the Manager of Help Desk.

  • Implementation of remote deposit software and client training

ONE YEAR CRITICAL SUCCESS FACTORS

  • Work as a team member to increase efficiencies within our Help Desk and improve overall customer satisfaction.

PROFESSIONAL EXPERIENCE/QUALIFICATIONS

  • High school diploma or equivalent
  • 1-2 years in B2B customer support
  • Must be extremely customer focused and results driven
  • Excellent communication skills (oral, written, developing/giving presentations) are mandatory
  • Well organized and the ability to multitask and manage priorities in a fast-paced team environment
  • Must have demonstrable competence in MS Office software, including Word, Access, Excel, and Outlook
  • Microsoft OS experience
  • MoveIT, CoreFTP, or other file transfer system.
  • Is a person of high character; is consistent and acts in line with a clear and visible set of values and beliefs; deals and talks straight; walks his/her talk; is direct and truthful but at the same time can keep confidences.
  • Warm, friendly, and interpersonally agile; easy to talk to; relates well to all kinds of people; makes great first impression and builds solid relationships.

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COMPETENCIES

Focusing on Action and Outcomes

  • Attacks everything with drive and energy with an eye on the bottom-line; not afraid to initiate action before all the facts are known; drives to finish everything he/she starts.

Acting with Honor and Character

Relating Skills

COMPENSATION

  • Full-time: 40 hours a week with availability for on-call as needed
  • Annual Salary: $35,000
  • Fun, energetic work environment
  • Benefits to include: Health, Dental & 401k