Desktop Support Engineer
Position Reports To: Help Desk Manager, Terminus Location
Type: Full Time, Regular, Non-Exempt
Position Summary:
This is a Tier 1 level IT position. Under the guidance of the Help Desk Manager, the Desktop Support Engineer will be primarily responsible for providing technical assistance to the Terminus and Banking Center staff.
Principal Responsibilities:
- Provide support to Terminus and Banking Center staff by resolving the majority of help desk issues generated through company ticket system.
- Create and maintain support documents of common issues users experience at Terminus and Banking Center. Documents used when backup assistance is needed
- Provide backup support to Network Management and Desktop Support engineers as needed.
- Comply with the with Bank Secrecy Act, OFAC, and USA PATRIOT Act including accurate completion of CTR and Monetary Instrument Logs as appropriate, Wire Transfer logs, adhering to the Customer Identification Program, customer due diligence procedures, identifying high risk accounts, and reporting suspicious activities to BSA Department.
- Assist Bankers with computer and projector setups for scheduled webinars, conference calls and customer presentations.
- Update company Intranet website.
Secondary Responsibilities:
- Assist with supporting the Atlantic Capital Bank network, upgrades, and server maintenance.
- Call software and hardware vendors to request service regarding defective products.
- Write or revise install procedures and system requirements for all company software.
- Document quarterly changes for all employee access to core banking software systems.
Requirements:
Education: Bachelor’s Degree Computer Science or equivalent study/experience
Experience: 3-4 years minimum experience working with Windows and PC hardware is required. 3 to 4 years minimum in banking industry is preferred.
Skills and Knowledge:
- Required knowledge of: Windows 7/XP/Vista, HP and Dell desktops/laptops, Blackberry devices, networked printers, and basic Audio/Visual configurations
- Any Microsoft or ITIL-related certifications are preferred
- Able to effectively communicate in both oral and written form
- Work in a team environment
- Effectively plan and organize tasks to meet deadlines
- Work independently with minimal supervision and direction
- Take initiative to assume additional tasks and responsibilities
- Identify and resolve problems in a timely manner; Gather and analyze information skillfully; Develop alternative solutions; Use reason even when dealing with emotional situations.
Physical Demands:
The employee for this position must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.
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