End User Technical Support

Under general supervision, provides advanced technical support to end users by identifying, troubleshooting, and resolving hardware, software, and network issues via telephone, remote desktop, or on-site assistance. Installs and configures network equipment and applications, ensuring optimal performance and user efficiency. Monitors and maintains system operations, including backups, logs, and audit documentation, to safeguard data integrity. Trains users on software applications and network procedures, and assists less senior End User staff in resolving Level I, II calls. Serves as a key resource for complex technical problems, contributing to the reliability and security of the bank's IT environment.

Principal Duties & Responsibilities:

Provide first-line user support by responding to help desk tickets, incoming calls, and email requests in a timely and professional manner.

• Resolve incidents and problems using automated tools and knowledge base systems; document support activities, escalations, and status updates to ensure clear communication with users.

• Install, troubleshoot, and repair desktops, laptops, peripheral devices, unified communications, and related software to maintain reliable system performance.

• Accurately enter and track user information, problem descriptions, and call details in the Help Desk Ticketing System; perform trend analysis to assist the team lead in addressing recurring issues.

• Research technical issues using available resources, including online documentation, and escalate complex problems to senior technicians when necessary.

• Support departmental projects by conducting research and gathering information for presentations, planning, and technology initiatives.

• Maintain help desk standards for productivity and quality, including call handling metrics, incident accuracy, and resolution rates.

• Update hardware and software inventory systems using online tools to ensure accurate asset tracking.

• Provide audit information and support as required to meet compliance and documentation standards.

• Assist less experienced team members by sharing knowledge and supporting resolution of Level I calls, contributing to overall team development.

• 5-7 years of technical support experience, with demonstrated proficiency in desktop, laptop, peripheral, and software troubleshooting.
• Experience with help desk ticketing systems, incident resolution, and mentoring junior staff.
• Proficiency in troubleshooting and repairing desktops, laptops, peripherals, unified communications, and software applications.
• Strong diagnostic and problemsolving skills using automated tools, knowledge base systems, and help desk ticketing platforms.
• Working knowledge of Microsoft network environments, including Citrix, VMware, and general LAN/WAN concepts.
• Effective communication skills for interacting with users, documenting issues, and providing clear status updates.
• Ability to train users on software applications and network procedures.
• Understanding of system performance monitoring, escalation protocols, and compliance documentation.
• Ability to prioritize and manage multiple support requests in a fastpaced environment.
• Ability to research technical issues using available resources and escalate appropriately when necessary.
• Ability to contribute to team effectiveness by assisting less experienced technicians and supporting departmental projects.

• Associate's Degree in in Computer Science or an equivalent combination of education and relevant professional experience may be considered in lieu of a degree.

• Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
• Please view Equal Employment Opportunity Posters here.
• The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
• Reasonable accommodation may be made to assist individuals with disabilities to complete the online application process. Please contact our Human Resources Department at 305-577-7680 or by e-mail at employment@citynational.com.