Summary:

This position is part of the bank's internal Information Technology help desk. The help desk is responsible for responding to internal customer requests for all hardware and software support through the ticketing system, phone calls, emails, and face-to-face interactions.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Respond to internal customer requests for all hardware and software support in a courteous and efficient manner. 
• Ensure that the issue or question is being entered into the Bank's Help Desk ticketing system for tracking and recording purposes. 
• Analyze, triage, and escalate problems to the Sr. IT Service and Support Specialist or the appropriate technical resource.
• Ensure customer satisfaction by providing continuous status updates; follow up with end-users to ensure problem resolution.
• Consistently follow appropriate practices/policies/procedures to help maintain organizational standards and compliance.
• Record detailed notes and resolutions for issues within the ticketing system and the Help Desk Knowledge Base. 
• Identify and communicate possible efficiency enhancements or changes to processes that would benefit the team or the bank.

Competencies:

• ENB Operational and Functional Competencies

Required Education and Experience:

• Associate's degree in Information Technology required, or 1+ years of experience in the technology field or a related area. Bachelor's degree preferred.
• Knowledge of commonly-used concepts, practices, and procedures within an information technology field. 
• Experience with Windows PC compatible hardware configurations and troubleshooting. 
• Knowledge of desktop operating systems. 
• Some familiarity with Help Desk processes and procedures. 
• Knowledge of Microsoft Office Suite.
• Some familiarity with SCCM/Active Directory.
• Strong analytical and diagnostic skills.
• Demonstrates proficiency in creating and maintaining documentation. 
• Ability to work as part of a team to accomplish common goals. 
• Strong oral and interpersonal skills.
• Excellent customer service expertise. 
• Good conflict resolution skills. 
• Ability to communicate in a clear, concise, and patient manner. 

Supervisory Requirements:

This position has no supervisory requirements.

Work Environment:

This position operates in a professional work environment that routinely uses standard office equipment such as computers, monitors, mice, keyboards, phones, printers, scanners, multi-function devices, filing cabinets, calculators, and fax machines.

Physical Demands:

Ephrata National Bank promotes an equal opportunity workplace, which includes reasonable accommodations for otherwise qualified disabled applicants and employees. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision required by the job includes close vision, distance vision, and the ability to focus. While this position is primarily sedentary, the employee is frequently required to stand, walk, use hands to finger, handle or feel objects or controls, reach with hands and arms, bend, balance, stoop, kneel, and crouch. The employee must be able to lift and move up to 50 pounds.

Position Type and Expected Hours of Work:

This is a full-time position. Days and hours of work rotate during Monday through Friday, 7:00 am to 6:00 pm, and Saturday from 7:00 am to 12:00 pm. The flexibility of the schedule to meet business needs is required.

Travel:

Local travel between offices will be required on occasion.

EEO Statement 

*Ephrata National Bank supports a diverse workforce and is an Equal Opportunity Employer. *It is the po icy of Ephrata National Bank to provide equal employment opportunities without regard to race, ethnicity, color, religion, sex, national origin, age, disability, marital status, covered veteran status, sexual orientation, gender identity, genetic information, or any other protected characteristic applicable under law. The bank complies with all relevant federal, state, and local laws and all regulations regarding nondiscrimination.  

This job description reflects management's assignment of essential functions and position responsibilities. Nothing in this job description restricts management's rights to assign or reassign duties and responsibilities to this job at any time. The employee is expected to adhere to all Ephrata National Bank's procedures and act as a role model in adhering to the banks' policies.