First National Bank Sr. Specialist, Employee Advocate Group in Omaha, Nebraska

JobTitle: Sr. Specialist, Employee Advocate Group

Date Posted: 09/19/2016


Location: Omaha - First National Technology Center

City: Omaha

State: NE

Other Locations:

Remote Option:

Schedule: Mon - Fri 10am - 7pm

Full/Part Time: Full-time

Posting Category: Customer Support

External Posting Code: CL

Job Description:

Under general direction, provides primary support for employee technical issues that are reported through phone calls and work requests. Responds to and diagnoses problems or performs general maintenance tasks through discussions with users and research, then isolates the issue allowing for resolution steps to be performed either through remote servicing or in person while keeping the intended employee experience in mind.

Key Accountabilities:

Primary support for technical related inquiries from FNNI employees via phone and electronic delivery

Fields all FNIT Service Desk phone calls and work order requests from FNNI employees and creates the initial record of the request.

Completes routine end-user requests such as software installs, password resets, system restarts, WebEx set ups, CD burns as well as others.

Supports technical related inquiries from FNNI employees

Provides personalized in-person or remote technology support service to employees in the local market and ensures all requests are recorded.

Supports employee owned devices to allow them to gain remote access to the network through the installation of approved applications and applicable troubleshooting.

Facilitates issue resolution and remediation

Diagnoses issues and/or troubleshoots to reach a resolution relating to the use of hardware including PCs, thin clients, mobile devices, printers and scanning devices as well as enterprise level applications. Issues requiring additional assistance are to be properly documented and assigned to the appropriate IT area for further troubleshooting and resolution.

Grows general knowledge of current processes and procedures, enterprise and division specific technology in the effort to resolve requests on a first contact.

Assists in maintaining up-to-date department documentation.

Improves processes

Defines, documents and communicates ways to improve efficiency (self-service opportunities, processes inside and outside the team, ways to improve technology support, etc.).

Delivers the intended employee support experience

Ensures timely resolution or escalation of issues, communicating promptly on progress, and handling employees with a professional attitude.

Identifies issues that may have a larger impact on the employee base and clearly communicates to employees the potential work interruptions.

Ability to communicate resolutions to the end user and assist them in self-resolution techniques (such as documentation) for future use.

Understands and complies with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job duties.

Completes compliance training and adhere to internal procedures and controls, as required.

Reports any known violations of compliance policy, laws, or regulations.

Reports any suspicious customer and/or account activity.

Professionalism/Attendance: Exhibit professional behavior and promote positive working relationships with internal team and external partners. Regular and predictable attendance.

Job Qualifications:

Knowledge, Skills, Education and Experience


Previous customer service experience

Excellent written and verbal communication skills.

Technological aptitude


Previous Call Center or Help Desk experience is preferred

Experience in a Technology related field is preferred

Experience installing and troubleshooting Microsoft Windows applications, as well as experience supporting Microsoft products such as Windows Server, Windows 7, Office, Exchange, Active Directory is preferred, but not required, as training will be provided.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status.

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