Help Desk Technician: Fast IT Support & Customer Champion

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

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.