American National Bank and Trust Company | IT Help Desk Technician

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Position - Service Desk Technician

Reports to - Senior Information Technology Officer

Department - Information Technology

Employee Type - Regular Hourly

JOB SUMMARY

The Service Desk Technician will act as interface between the end-users and the IT Department on issues of IT related matters. Provide technical support to end-user’s in a service desk environment. Improve the end-user’s efficient use of network systems. Responsible for general troubleshooting / repairing network and PC related hardware and software issues.

ESSENTIAL FUNCTIONS

  • Attend troubleshooting calls (users / vendor) and execute installations, application software maintenance and upgrades.

  • Install, configure, maintain and troubleshoot end user desktops/hardware.

  • Configure and install phones, printers, workstations and other devices as directed.

  • Offer remote support for users.

  • Install and manage peripheral support devices like printers, scanners, cameras, etc.

  • Identifies and handles customer inquiries in a professional manner.

  • Resolves customer concerns and maintains customer satisfaction.

  • Support includes specifications, installation and testing of computer systems and peripherals within established guidelines. Assists in the installation or modification of existing PC software systems.

  • At times, may assist in training.

  • Must be able to travel to remote sites to install and repair systems.

  • Prioritize work orders using Service Level Agreement standards.

  • Provide technical problem resolution to end users (employees).

  • Monitor and answer telephone calls to IT Service Desk and current call tracking software

  • Document site infrastructure layout problems and solutions.

  • Communicate outages to established vendors, as directed.

  • Assist with hardware installations, moves and changes

  • Perform 1st Level hardware troubleshooting and support.

  • Must be able to lift and transport heavy to moderately heavy objects such as computers and peripherals.

  • Maintains a thorough knowledge of all American National Bank products, services, procedures, policies and appropriate regulatory issues relating to daily job functions including but not limited to: Bank Secrecy Act; Privacy; Fair Lending; Regulation E; deposit, transaction and loan accounts.

  • Assumes other activities and responsibilities from time to time as directed by management.

REQUIRED SKILLS

  • Excellent diagnostic skills are essential.

  • Good analytical and problem-solving skills required with attention to detail.

  • Sound organizational skills and ability to recognize and change work priorities in a timely fashion.

  • Good interpersonal skills and communication skills.

  • Must possess spirit of collaboration with other team members and staff.

  • Flexible work schedule as issues arise or implementations required.

EDUCATION AND EXPERIENCE

  • Associate Degree in Computer Science, Data Processing Technology, or related field or equivalent experience.

  • 1-2 years of hands-on experience preferred or business experience dealing with the public.

  • Banking experience a plus.

  • Thorough working knowledge of all security and compliance procedures.

  • Must have general computer skills using the Windows environment.

  • Experience with Windows OS, MS Office 365, Active Directory, and other applications as identified.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Job Type: Full-time

Experience:

  • Information Technology: 1 year (Preferred)

Education:

  • Associate (Preferred)

Location:

  • Greensboro, NC (Preferred)

Work authorization:

  • United States (Required)

Benefits offered:

  • Paid time off

  • Parental leave

  • Health insurance

  • Dental insurance

  • Healthcare spending or reimbursement accounts such as HSAs or FSAs

  • Other types of insurance

  • Retirement benefits or accounts

  • Workplace perks such as food/coffee and flexible work schedules

NATIONAL GENERAL INSURANCE | Desktop Support Technician I

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Primary Purpose: 

Responsible for the support of end-user desktop, laptop, phone, mobile device hardware, software, and break/fix services. Troubleshoot and repair computer systems and peripheral equipment, by responding to incidents and service requests either in person, by telephone, or via remote access. Provide timely resolution of incidents or escalations on behalf of the customer, to appropriate technical staff. 

Essential Duties and Responsibilities: 

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

  • Process level 1 team incidents and service requests

  • Monitor their respective ticket queue and handle tickets to ensure incidents and service requests are addressed in a timely manner, meeting established metrics and SLAs

  • Comply with standard processes and procedures

  • Strong customer service focus and a desire to successfully interact with end-users and peer teams

  • Relies on experience and judgment to plan and accomplish goals

  • Commitment to continuous process improvement

  • Interact closely with customers to understand their needs and / or requirements

  • Troubleshoot and resolve tickets within SLAs), related to operations and end-user requests

  • Ability to coordinate with geographically dispersed teams to achieve results

  • Deployment of PCs (adds, moves, changes)

  • Effectively work with PC imaging software such as Ghost and / or SCCM

  • Deployment, management, and support of PCs, peripherals, and mobile devices

  • Working knowledge of remote connectivity software

  • Analyze, troubleshoot and repair a wide variety of PC problems related to hardware and software

  • Coordinate activities with service desk, network services, or other IT teams

Minimum Skills and Competencies: 

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • High school diploma or general education degree (GED)

  • High degree of initiative, mature judgment, and discretion

  • Must perform well in high-energy, dynamic and team-oriented environments

  • Ability to work in a team environment

  • Must possess effective verbal and written communication skills

  • Self-motivated achiever who gains satisfaction from providing excellent customer service

  • Ability to lift and carry computers and computer monitors up to 35 pounds

  • Strong knowledge of Microsoft based operating systems

  • Consistently seeks to develop self and skills needed to be prepared for future opportunities

Desired Skills:

  • Bachelors Degree in an IT related discipline

  • Active Directory knowledge

  • CompTIA IT Certifications

  • ITIL Service Management experience

  • 1+ years of experience in an IT support environment

CONDUENT | Virtual Customer Service - Technical Support

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Do you love helping others? Are you a compassionate communicator, a problem-solver that can multi-task ? If so, then we here at Conduent want to hear from you.

Conduent Offers:

  • Paid training at $12 per hour

  • Competitive compensation of $13 per hour after 90 days of consecutive employment

  • Full Time Employment

  • We offer Medical, Dental, Vision benefits, comprehensive coverage with flexible options, including FSA and HSA and 401K

  • Paid Time Off

  • Fun team oriented remote environment, we believe in Employee Engagement and want you to have fun

  • Company discounts at restaurants, gyms, cell phone service discounts, auto, travel, international theme parks and more

  • We offer varying schedules based on business needs

  • We offer ongoing training programs to advance your career

  • Mentorship programs to help you be successful

As a Work At Home Call Center Representative you will support our customers and provide solutions to their technical issues. We will rely on you to actively listen and be empathetic while you use your love of current technology, passion and creativity to resolve their problems and meet their needs in a timely manner.

Requirements:

  • Technical aptitude with a confident familiarity of Smartphones, tablets, operating systems, PC and Macs

  • Minimum 6 months experience providing service to customers in some capacity (via phone, chat, in person, etc.)

  • Are you available to work an 8-10hr shift between the hours of 7:00 a.m. and 11:00 p.m. CST including evenings, weekends and holidays while having the ability to adjust to a change in schedule ?

  • Handle multiple computer applications at one time

  • Understand the concepts of navigation, search engines, downloading music, and other web based applications

  • Attend approximately five to six weeks of required virtual training on a fixed schedule that may include nights or weekends

  • Complete initial training with 100% attendance and a minimum 80% passing score on final training exam.

  • Ability to type 35 WPM while talking to customers

  • Successful completion of pre-employment assessments and a background check

  • A distraction free workspace that will allow you to meet our requirement of working independently without other parties being in the workspace during your scheduled shift. An area where no other parties would enter your workspace during your scheduled shift for any reason.

  • Be able to guard client information closely by ensuring that no cell phones, pens, tablets, devices that capture information are in the work area.

  • High Speed Cable Internet Service (10 megabits download and 3 megabit upload) from a reliable cable provider. Satellite internet not acceptable

  • High School Graduate or general education degree (GED) required

  • 18 years of age or older

If this describes you, then apply today for immediate consideration.

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form.