Banking IT Help Desk Technician

City National Bank; Cross Lanes (WV); On-site; USD 25,000 - 33,000; Full time

Benefits offered by this job

Paid time off

Paid parental leave

Medical, dental & vision coverage

401(k) match

Job summary

City National Bank is seeking a Help Desk Support professional in Cross Lanes, WV to investigate and resolve software and hardware problems for users. The role involves handling requests across phone, email, and in-person channels and guiding users through diagnostics.

Responsibilities include prioritizing issues, logging interactions, and supporting internal banking applications such as Silverlake, Vertex, and online banking tools.

Qualifications

• 1–2 years of customer service experience, preferably in banking or financial services.
• Microsoft Certifications a plus but not required.
• Experience with Jack Henry programs (Silverlake, Vertex, Synergy) preferred.

Responsibilities

• Responds to and prioritizes user requests via phone, voicemail, email, and in person.
• Diagnoses issues with hardware, software, networking, and other computer technologies.
• Interviews users to collect problem details and guides them through diagnostics.
• Resolves routine problems and escalates complex issues to supervisors or technical staff.
• Logs calls in the problem management system and maintains records.
• Collaborates with programmers to explain software errors and request changes.
• Contacts vendors for service on defective products.
• Tests software and hardware for usability and usefulness.
• Writes or updates user training manuals and procedures.
• Installs PCs, software, and peripheral equipment.
• Provides assistance with internal banking applications (Silverlake, Vertex, StreamLine, DecisionPro, online banking, Office).

Skills

Attention to detail

Technical skills

Tools

Silverlake

Vertex Teller

StreamLine for Deposits

DecisionPro

Microsoft Office

Job description

City National Bank is seeking a Help Desk Support professional in Cross Lanes, WV to investigate and resolve software and hardware problems for users. The role involves handling requests across phone, email, and in-person channels and guiding users through diagnostics.

Responsibilities include prioritizing issues, logging interactions, and supporting internal banking applications such as Silverlake, Vertex, and online banking tools.