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Senior Technical Support Specialist
2 months ago
SENIOR TECHNICAL SUPPORT SPECIALIST
WHAT IS THE ROLE?
The Senior Technical Support Specialist delivers expert-level assistance and support for desktop systems utilized by team members. This role encompasses general maintenance duties, troubleshooting, and repair of personal computing systems and associated peripherals throughout the organization. The Specialist is dedicated to providing exceptional customer service and on-site support to colleagues at City National Bank. This position involves handling assignments that are intricate and varied, requiring independent judgment and initiative to resolve issues and formulate recommendations. The Specialist determines the appropriate methods and procedures for each task, exercising discretion within established practices and policies to select techniques and evaluation criteria for achieving results.
Key Responsibilities
- Assesses, installs, and integrates third-party software solutions while enhancing existing systems.
- Conducts repairs and preventative maintenance on personal computers and peripheral devices, including monitors, keyboards, printers, and storage drives.
- Implements software and hardware upgrades and ensures data backup procedures are followed.
- Diagnoses and resolves reported desktop issues related to hardware, operating systems, and configuration challenges through effective troubleshooting and research to enhance employee productivity. Escalates complex issues to higher-level support when necessary.
- Prioritizes and updates colleagues on the status of reported issues.
- Safeguards data integrity and security within the desktop environment.
- Effectively communicates technical information to both technical and non-technical staff.
- Documents and prepares progress reports for all repairs and services performed in the existing ticketing system.
- Informs users of the expected timeline for resolving trouble tickets.
- Represents the organization by actively engaging in community and industry-related activities, as well as other professional engagements as appropriate.
- Cultivates and maintains positive relationships with colleagues to ensure processes are aligned to meet customer service expectations.
- It is the responsibility of every employee to remain informed about relevant banking laws, regulations, internal policies, and procedures, and to comply fully with them.
Essential Qualifications
- Associate's Degree in a relevant field.
- A minimum of 6 years of experience in troubleshooting computer hardware.
- At least 6 years of experience using Windows 7 Operating System for diagnosing and resolving PC issues.
Skills and Expertise
- Comprehensive knowledge of Windows Operating Systems with the ability to diagnose and rectify PC issues.
- Familiarity with basic networking concepts and network administration.
- Strong analytical, planning, interpersonal, and communication skills, both verbal and written.
- Proficient in using personal computers, related software applications, and local area networks.
- A+ certification or Microsoft Certified Systems Engineer (MCSE) certification is preferred.
- Excellent verbal and written communication skills, capable of conveying information clearly and professionally across all organizational levels.
- Strong interpersonal skills.
- Effective time management abilities and accustomed to working within established deadlines.
Compensation
Starting base salary: $41.43 per hour. Actual compensation may vary based on skills, experience, and location.
Benefits and Opportunities
At City National, we are committed to excellence in all aspects, including the benefits and opportunities we provide to our team members. Discover more about our benefits and perks.
DIVERSITY AND EQUAL OPPORTUNITY EMPLOYMENT
City National Bank is an equal opportunity employer dedicated to fostering diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected status.
ABOUT CITY NATIONAL
City National Bank, a subsidiary of Royal Bank of Canada, is the largest bank headquartered in Los Angeles, with significant assets and a commitment to providing personalized banking, investment, and trust services in select markets. The bank is dedicated to community engagement and has made substantial charitable contributions to support the communities it serves.
