Help Desk Support – Operations Center – Cross Lanes

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

Help Desk Support

Hourly Full-Time IS/Data Processing Cross Lanes, WV, US

City National Bank is a multi-award-winning and highly successful financial institution committed to delivering exceptional service to our customers—and that commitment extends across every role in our organization. We’re looking for talented individuals who share our dedication to excellence and understand the vital role customer service plays in everything we do.

Why choose City National Bank?At City, we understand that our employees are our greatest asset. That’s why we offer an inclusive and supportive work environment where you can thrive both personally and professionally. Here’s what sets us apart:

• Commitment to Excellence: We aim for excellence in everything we do. By joining our team, you’ll be part of an organization that constantly strives for innovation and improvement—always with the customer experience in mind.
• Career Growth Opportunities: We believe strongly in providing support for you to grow your skills and build a successful career. You will have opportunities to learn and advance within our organization with comprehensive training programs and ongoing professional development.
• Competitive Compensation and Benefits: In addition to a competitive salary, we offer paid time off, paid parental leave, medical, dental & vision coverage, and a 401(k) match.
• Strong Company Culture: Our employees are the heart of our organization. We foster a positive, inclusive culture where collaboration thrives and every team member contributes to delivering exceptional service—whether directly or indirectly supporting our customers.

Summary Description

Investigates and resolves software and hardware problems of computer users.

Essential Functions

• Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for
• assistance from users experiencing problems with hardware, software, networking, and other computerrelated technologies.
• Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
• Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
• Logs and tracks calls using problem management database, and maintains history records and related problem documentation.
• Consults with programmers to explain software errors or to recommend changes
• Calls software and hardware vendors to request service regarding defective products.
• Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
• Writes or revises user training manuals and procedures.
• Installs personal computers, software, and peripheral equipment
• Provides assistance with all internal banking applications and services, including but not limited to, Silverlake, Vertex Teller, StreamLine for Deposits, DecisionPro, online banking/debit cards, and Microsoft Office

Position Requirements

• Microsoft Certifications a plus, but not required
• Computer support experience preferred
• Experience with Jack Henry programs (i.e. Silverlake, Vertex, Synergy) preferred
• 1 - 2 years customer service experience, preferably in a banking or financial environment
• Work is generally performed indoors in environmentally controlled conditions
• Typically the employee may sit to perform the work. However, there may be some standing, walking, bending and carrying of light items in the course of the work
• Reasonable accommodations may be provided to enable individuals with disabilities to perform the essential functions

Critical Skills/Expertise

• Strong attention to detail
• Advanced technical skills

Schedule

Monday through Friday, some Saturdays

Join City National Bank and become part of a team where every role plays a part in creating outstanding customer experiences. We look forward to hearing from you!

City National Bank is an Equal Opportunity Employer.