Job Code: HBC 25-16

The Client Support Desk position has been designed as a one-stop center for employees of the corporation to get answers and assistance on a variety of issues, both technical and not.

*Travel to all Bay Area branch locations may be required.

Job Summary:

The Technical Support Specialist I will be primarily responsible for resolving end-user PC support issues including personal computer hardware and software, networking, printing, and mainframe connectivity. Additional responsibilities include, but are not limited to, installation and maintenance of personal computer hardware and software, printer maintenance, assisting the Networking staff as directed and acting as a liaison between end-users and other vendors or support areas.

Pay Range:

Base Compensation is dependent upon role, experience, and skill set: Min- $21.81/hr Max- $36.36/hr

Primary Responsibilities:

• Act as a primary point of contact for all internal technical support needs, inquiries, and issues:

  • Update all support databases, complete assigned support calls and provide telephone support
  • Troubleshoot hardware and software problems, remotely manage user work stations to evaluate problems, and escalate call as necessary to Network Technicians or outside vendors
  • Properly enter and track all support calls in the support database and oversee the successful completion of all assigned Client Support Desk calls
  • Provide field maintenance and technical support in addition to basic monitoring of the network
  • Provide training to end-users, provide systems and security orientation to new users.

• Assist with software and hardware installation and configuration:

  • Install and configure drivers for printers, monitors and etc.
  • Configure computers as Novell Netware, Windows, and mainframe clients
  • Troubleshoot and maintain all network printers
  • Respond appropriately to computer-generated alerts of warnings and escalate to Network Technicians as necessary

• Assist the Network Technicians as directed. Cross train with other functions of the IT Department

• Perform all other duties and special projects as assigned

Qualifications:

• High School Diploma or general education degree required
• Associate’s degree preferred
• Minimum of 6 months of related experience
• Effective communication skills in presenting information in one-on-one and small group situations to all levels of employees within of the organization
• Proven time management and problem solving skills with the ability to organize, prioritize, and handle multiple tasks

Compliance Responsibilities

The employee is responsible for ensuring compliance with all aspects of job related laws and regulations and must maintain current compliance knowledge by attending compliance related training seminars and staff meetings and by reading pertinent compliance related materials.

Job related laws and regulations include, but are not limited to the following: Bank Secrecy Act (BSA); Office of Foreign Asset Control (OFAC); Vendor Management; Information and Data Security; and SEC regulations related to corporate governance and disclosure.

Heritage Bank of Commerce is an Equal Opportunity Employer committed to diversity and inclusion. We do not discriminate on the basis of race, color, ethnicity, religion, sex, sexual orientation, gender identity, national origin, marital status, genetic information, disability, Veteran status, or any other characteristic protected by Federal, state or local laws.