Senior Desktop Support Specialist

Hancock Whitney; Gulfport (MS); On-site; USD 52,000 - 72,000; Full time

Job summary

Hancock Whitney is seeking an IT Desktop Support specialist in the United States. You will install, modify, and repair PC hardware/software, provide training and technical help to system users, and handle complex applications as needed.

You will act as a resource across the bank, answer questions, manage service desk tickets, and coordinate with network services. A Bachelor's degree and strong MS Office skills are required; some travel is expected.

Qualifications

• Bachelor's degree or equivalent experience.
• Strong Windows OS knowledge and desktop software experience.
• Ability to provide training and technical assistance to users.

Responsibilities

• Install, modify, and repair PC hardware/software; provide user support.
• Serve as internal resource for OS issues and peripherals.
• Resolve problems, update tickets, and coordinate with IT teams.
• Instruct users and monitor system performance; travel as needed.

Skills

Desktop support

Help desk

Microsoft Office

Communication

Customer service

Education

Bachelor's degree

Tools

Visio

Microsoft Project

Access

Job description

JOB FUNCTION / SUMMARY:

Installs, modifies, and makes minor repairs to personal computer hardware and software systems, and provides technical assistance and training to system users and has responsibility for more critical and complex applications by performing the following duties.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Acts as an internal resource available to all bank personnel for situations encountered with computer operating systems or associated components and peripherals.
• Provides technical support by answering questions and resolving problems regarding all aspects of the banks departmental computer software applications.
• Develops in-depth knowledge of the information needs of the business unit and pursues the technical skills to support those needs.
• Develop in depth knowledge of database and database structures to provide application support for the business units.
• Monitors systems in the business unit and resolves errors and inefficiencies.
• Provide (Level 2) support for departments that have logged problem calls with the Service Desk.
• Accepts and updates call tickets as appropriate.
• Installs or assists service personnel in installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives on user's premises.
• Loads specified software packages such as operating systems, word processing, or spreadsheet programs into computer.
• Enters commands and observes system functions to verify correct system operation.
• Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems.
• Instructs users in use of equipment, software and manuals.
• Coordinates activities with help desk, network services or other information systems groups.
• Replaces defective or inadequate software packages.
• Refers major hardware problems to service personnel for correction.
• Secondary Duties:
• Develops in-depth knowledge of applications used by other business units as assigned.
• Acts as internal resource for assigned business units as it relates to any situation encountered with computer hardware or software.
• May be asked to work nights, weekends and holidays.
• May be included in an on-call rotation.
• Provides guidance and mentoring to Desktop Services technicians and team members.
• Provides level 1 support as needed.
• Some travel is required.
• Performs all other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

This job has no supervisory responsibilities.

MINIMUM REQUIRED EDUCATION, EXPERIENCE & KNOWLEDGE:

• Bachelor's degree from a four-year college or university; two to four years of related experience and/or training; or equivalent combination of education and experience
• High level knowledge of Microsoft Office products including Microsoft Word, Excel, Access, PowerPoint, and Outlook email program
• To perform this job successfully, an individual should have knowledge of Accounting software; Database software; Development software; Human Resource systems; Internet software; Payroll systems; Project Management software; Spreadsheet software and Word Processing software
• Mastery of the desktop operating system and as knowledgeable about the applications as the business unit that uses it.
• Proficient in the use of a variety of Microsoft Software such as Office, Project, and Visio
• Proficient in the development and modification of script utilities
• Must have ability to work independently and perform all duties of the job efficiently and effectively

ESSENTIAL MENTAL & PHYSICAL REQUIREMENTS:

• Excellent communication and client service skills
• Ability to manage time and competing priorities in a retail environment
• Strong interpersonal skills with the ability to interact with all levels of an organization
• Collaborative professional skills that lead to a collegial and partnered approach to meeting objectives
• High motivation with ability to successfully meet individual and team goals while maintaining individual performance over the long term
• Ability to understand and interpret a P&L and financial statements
• Adaptability, flexibility and ability to work branch hours, including weekends and some evenings.

Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religious beliefs, national origin, ancestry, citizenship, sex, gender, sexual orientation, gender identity, marital status, age, physical or mental disability or history of disability, genetic information, status as a protected veteran, disabled veteran, or other protected characteristics as required by federal, state and local laws.