Date Posted: 5/15/2010
Job Title:
Help Desk / Technical Support Specialist Level 1
Company Confidential
San Francisco, CA
Job Description:
Help Desk / Technical Support Specialist I

Prestigious bank in downtown SF needs experienced Help Desk/Technical Support Specialist Level 1 immediately. Please send me your resume in Word format to:

Position Type: Contract (10-99) to Perm
Location: San Francisco
Salary: $25 - $30/hr


The Technical Support Specialist I assists in the technical support and administrative maintenance of systems and applications used by the Bank. The Technical Support Specialist I is part of the Level 1 Technical Support team (Technical Support Specialists) responsible for providing accurate and timely resolutions to end-user issues and requests related to systems and applications supported by the Bank. This includes providing phone and email support during assigned periods of the day, reviewing and resolving assigned trouble tickets, and effectively tracking and communicating the resolution of end-user problems to ensure user satisfaction and productivity. At the direction of management, this staff position assists in ongoing network-related maintenance.

Essential Duties and Responsibilities:

• Main area of responsibility is first-call troubleshooting and problem solving of technical issues.
• Researches, resolves and responds to first level trouble tickets. Escalates tickets in a proper and timely manner per procedure to facilitate resolution.
• Responsible for supporting the operation, maintenance and repair of the personal computers, and related hardware / software and network components via the phone.
• Maintains and assists with network and core banking application login ID’s and passwords.
• Provides support and maintains written resolutions to frequent problems as they relate to networks, hardware, software applications, and telecommunication systems (including video conferencing) in use by Bank personnel.
• Responsible for logging trouble tickets in tracking database and ensuring timely settlement of assigned user requests and issues.

Additional Duties and Responsibilities:

• Remains informed of job-related issues through networking, training programs, seminars and trade publications.
• Attends meetings when necessary.
• Maintains a flexible work schedule.
• Works the designated shift between 6:00AM and 8:00PM weekdays, and designated weekend shifts (Saturday and/or Sunday) when assigned.
• Perform other duties when assigned.

Experience/Skills Required:

• Requires a minimum of two years background in technical support / help-desk experience, including a demonstrated record supporting and using all Bank supported versions of PC’s, NetWare, Windows NT, Windows, Novell, ArcServe, NT Terminal Server/Citrix MetaFrame, and the Microsoft Office suite of applications including Outlook.
• Requires demonstrated understanding of the basics of network administration and/or Novell and MS product certifications.
• Requires demonstrated understanding of Bank supported core banking applications.
• Requires willingness and ability to adapt to rapid changes in order to support and use future technology.
• Must posses excellent communication and telephone skills and the ability to problem-solve technical issues.
• Requires strong interpersonal and organizational skills, including the ability to meet deadlines, follow written policies and procedures, and maintain superior customer service at all times with all users.
• Requires proficiency with varied types of computer hardware and software.
• Requires proficiency with varied computer and network operating systems.
• Must posses a general knowledge of all bank operations.
• Must exercise a reasonable amount of independent judgment under a minimum of supervision.

Education Requirements:

• BS or BA College degree preferred with an emphasis in a computer related field or the equivalent skill, knowledge and mental development.


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