Job Description

**Candidate must reside in PA or OH to be eligible for Telecommuting.

Position supports a wide variety of applications through the identification, research and resolution of technical problems. Position requires working different shifts Monday through Friday and 24x7 support, as needed.

Essential Job Responsibilities____________________________________

Provides technical support for employees and client base including but not limited to the following:

1. Diagnoses and resolves technical hardware and software issues.

2. Researches issues using available information resources.

3. Supports logical security activities including user provisioning tasks.

4. Documents, tracks, and monitors interactions in the appropriate ticketing tool.

5. Identifies and escalates situations requiring urgent attention.

6. Tracks and routes incidents and requests to appropriate groups and documents resolutions, as appropriate.

7. Works under general supervision while providing assistance to team members.

8. Participates in development of department standard operating procedures.

9. Performs other related duties as assigned.

Bona Fide Occupational Qualifications_____________________________

1. Position requires High school diploma or equivalent. Associate’s or Bachelor’s degree in information systems or related field preferred.

2. Working knowledge of fundamental operations of Windows, Microsoft Office, and other emerging technologies is required.

3. Knowledge of banking applications is preferred.

4. Experience in customer service best practices & supporting a corporate environment is required.

5. Related experience and training in troubleshooting and providing technical support is required.

6. May be eligible for Telecommuting.