First Support employees provide an initial level of application and operational support to internal endusers. The First Support Team is responsible for providing a centralized point of contact for all internal users to communicate problems, questions and suggestions for enhancements.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following; other duties may be assigned.
Field all levels of application support and operational calls from bank employees.
Consistently and without fail provide the highest levels of support and professionalism including the ability to effectively communicate not only with end-users, but also internal operations and third party vendor support via phone, e-mail and in-person.
Resolve any customer inquiries or issues that fall within First Support’s “Scope of Practice” in a timely manner and properly escalate issues on a limited basis.
Must demonstrate complex problem solving skills when interacting with end-users and all other areas of Operations and third party vendor support to identify and correct problems.
Document resolutions to calls and communicate successful resolution to the rest of the First Support Team as well as expand and improve First Support’s shared knowledge base.
Maintain current knowledge of information systems applicable to First Interstate Bank as well as a familiarity with First Interstate Bank systems and processes.
Consistently and without fail complete monthly rotating tasks as assigned.
Proactively recommend improvements within First Support.
EDUCATION and/or EXPERIENCE
High School diploma (or equivalent) and one to two years related experience and/or training required; Four year college degree or CompTIA A+ certification a plus; Experience with Microsoft products including but not limited to Microsoft Office and Microsoft Desktop Operating systems i.e. Windows 7; Microsoft Active Directory knowledge is helpful.
OTHER SKILLS & ABILITIES
General knowledge of computer hardware and operating systems preferred.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and response to questions form groups of managers, clients, customers, and general public.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. Ability to identify trends and identify solutions to those trends.
While performing the duties of this job, the employee is regularly required to walk and talk or hear. The employee frequently is required to stand and sit. The employee is occasionally required to use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision.
The work environment characteristics describe here are representative of those employees encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.