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# Help Desk Support

- **Company:** THE CITY NATIONAL BANK
- **Location:** Westwood, KY, United States
- **Experience:** Starter
- **Contract:** Permanent contract
- **Skills:** Databases, Online Banking, Microsoft Office, Computer Equipment
- **Published:** October 22, 2026
- **Apply:** https://www.careerbuilder.com/job-details/help-desk-support-ashland-ky--2528d0f6-b5f2-4c8c-b8f3-de07e8f5b80d

## About the Role

Help Desk, Customer Support/Service, Service Delivery, Customer Experience, Training Program, Problem Solving Skills, Computer Hardware, Establish Priorities, Voice Mail, Customer/Client Research, * Microsoft Certifications a plus, but not required

 * Computer support experience preferred
 * Experience with Jack Henry programs (i.e. Silverlake, Vertex, Synergy) preferred
 * 1 - 2 years customer service experience, preferably in a banking or financial environment
 * Work is generally performed indoors in environmentally controlled conditions
 * Typically the employee may sit to perform the work. However, there may be some standing, walking, bending and carrying of light items in the course of the work
 * Reasonable accommodations may be provided to enable individuals with disabilities to perform the essential functions

Critical Skills/Expertise

 * Strong attention to detail
 * Excellent communication skills
 * Advanced technical skills
 * Good problem solving skills
 * Strong customer service skills

## Description

* Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for
 * assistance from users experiencing problems with hardware, software, networking, and other computerrelated technologies.
 * Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
 * Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
 * Logs and tracks calls using problem management database, and maintains history records and related problem documentation.
 * Consults with programmers to explain software errors or to recommend changes
 * Calls software and hardware vendors to request service regarding defective products.
 * Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
 * Writes or revises user training manuals and procedures.
 * Installs personal computers, software, and peripheral equipment
 * Provides assistance with all internal banking applications and services, including but not limited to, Silverlake, Vertex Teller, StreamLine for Deposits, DecisionPro, online banking/debit cards, and Microsoft Office