Help Desk Specialist 1

Community Bank, N.A.; Lyndon (NY); On-site; USD 30,307 - 42,705; Full time

Job summary

Community Financial System, Inc. (CFSI) and its Community Bank, N.A. unit are seeking a customer service oriented Help Desk specialist to provide frontline technical support for end users, resolving basic issues and maintaining service levels across hardware, software and network problems.

You will act as the organization’s front line, assisting users through phone support and ticketing, while following procedures, policies and training requirements to ensure prompt and accurate resolutions.

Qualifications

• Minimum two years of help desk or call center experience.
• IT-related education or certifications are a plus.
• Strong communication and problem-solving skills.

Responsibilities

• Provide first level contact and resolve end-user issues via phone and ticketing system.
• Troubleshoot hardware, software and network problems.
• Escalate unresolved questions to the next level as needed.
• Maintain knowledge of help desk systems and company policies.
• Ensure SLAs are met and user satisfaction remains high.

Skills

Help desk experience

Excellent communication

Customer-oriented

Technical troubleshooting

Hardware knowledge

Independent + team work

Education

High school diploma/GED

BS/BA in IT or CS a plus

Tools

Remote endpoint management tools

Job description

Overview

At Community Financial System, Inc. (CFSI), we are dedicated to providing our customers with friendly, personalized, high-quality financial services and products. Our retail division, Community Bank, N.A., operates more than 200 customer facilities across Upstate New York, Northeastern Pennsylvania, Vermont and Western Massachusetts. Beyond retail banking, we also offer commercial banking, wealth management, investment management, insurance and risk management, and benefit plan administration.

Just as our employees are committed to helping our customers manage their finances, we're committed to our employees. After all, they make it happen for our customers every day.

To ensure our people can enjoy long and successful careers here at CFSI, we offer competitive compensation, great benefits, and professional development and advancement opportunities. As an equal‑opportunity workplace and affirmative‑action employer, we celebrate and support a diverse workplace for the benefit of all: our employees, customers and communities.

Responsibilities

We are looking for a customer service oriented Help Desk specialist to provide technical support to user in an efficient and accurate manner. You will be considered as the organizations front line staff and you will solve basic technical problems and provide support for all assigned areas. The goal is to make sure that customers value is maintained to the standards set forth by the company.

• Provide first level contact and communicate resolutions to end users via phone for ticketing system
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Properly escape unresolved questions/issues to the next level of support
• Track, route and redirect problems to correct resources
• Meet or exceed SLAs in response to resolving tickets and phone support request
• Install, modify, and repair computer software
• Walk end users through problem solving process
• Follow up with end users, provide feedback and see problems through to resolution
• Use excellent customer service skills to exceed users’ expectation
• Recommend procedure modifications or improvements as needed
• Preserve and grow your knowledge of help desk systems, products, and services
• Maintain proficient knowledge of, and demonstrate ongoing compliance with all laws and regulations applicable to this position, ensure ongoing adherence to policies, procedures, and internal controls, and meet all training requirements in a timely manner

Qualifications

Education/Training:

• High school diploma, GED or equivalent
• Prior information technology or help desk experience preferred
• BS/BA in IT, Computer Science or relevant field a plus

Skills:

• Proven experience as a help desk technician or other customer support role in
• Tech savvy with working knowledge of office automation products, remote endpoint management tools.
• Excellent communication skills
• Customer-oriented, ability to work independently as well as in a team and remain on task
• Good understanding of computer systems, mobile devices and other technology products
• Ability to diagnose and resolve basic technical issues quickly
• Must have a valid driver’s license

Experience:

• A minimum of two (2) years related experience required. Preference will be given to candidates with previous help desk/call center experience
• All applicants must be 18 years of age or older

Other Job Information

Hours: 40 hours a week

Compensation: Commensurate with experience plus potential for annual merit increase. In addition to your competitive salary, you will be rewarded benefits including: 11 paid holidays, paid vacation, Medical, Vision & Dental insurance, 401K with generous match, Pension, Tuition Reimbursement, Banking discounts and the list goes on!

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee may be required to stand, walk or sit. Use hands and fingers, handle or feel, reach with hands or arms, and speak and hear. The employee may occasionally be required to lift and or move up to 25 pounds. Specific vision abilities required by this job include close vision, and the ability to focus.

The Company is an Affirmative Action, Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation and gender identity), national origin, citizenship status, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state or local law.

The Company will make reasonable accommodations for qualified individuals with a disability. If you have a physical or mental impairment and would like to request an accommodation with respect to the application process, please contact the Human Resources Department.

Salary Range

USD $21.75/Hr.

USD $30.50/Hr.