Bank of the West Service Desk Advanced Support, Technician in Omaha, Nebraska

Service Desk Advanced Support, Technician


What sets Bank of the West apart from other banks is our team members–they embody the optimistic spirit of the West. There is a spirit here that drives us to do more. Our team of more than 10,000 employees is vital to the success of our Bank. They reflect our modern western values—straightforward, entrepreneurial and optimistic. We seek to create a corporate culture that fosters and rewards excellence, encourages creative thinking and respects diversity – an environment where team members are engaged, supportive of one another and enthusiastic about serving our customers. Bank of the West offers the stability of a company that has a 135 year history and is part of BNP Paribas, a European leader in global banking and financial services and one of the 6 strongest banks in the world. We offer opportunities across our diverse business lines – Retail Banking, Commercial Banking, National Finance, and Wealth Management.

Job Description Summary

Works under the direction of the Service Desk Supervisor. Responsible for troubleshooting and coordinating repair of all equipment supported by the help desk. Provides support to end users in all on-line functions including hardware and software. Acts as liaison with end user area providing call screening, troubleshooting and problem resolution. Enters trouble tickets on-line. Provides first and second level troubleshooting and problem resolution. Trains new support specialists. Assists other support specialists with problem solving. Assists in maintaining up-to-date documentation used by Service Desk.

Essential Job Functions

  • Receives telephone requests to troubleshoot malfunctioning equipment, system problems, terminal resets, etc. Advises manager of user dissatisfaction or concerns.

  • Provides resolution for reported problems and logs trouble tickets for incoming trouble calls. Assists manager in tracking trends in problem reporting.

  • Works with service technicians to identify problems and effective solutions.

  • Performs problem determination and troubleshooting of desktop and network connection issues.

  • Follows up within designated timeframes to ensure vendor on-site response in accordance with current procedures.

  • Assists in maintaining up-to-date procedures and listings.

  • Within guidelines, notifies end users and vendors on status of problems affecting them. Maintains liaison with user areas and vendors per established procedures. Notifies and escalates outages to management team, department and branches.

  • Keeps current on all network projects.

Other Job Duties

  • As delegated, assists in training and cross-training of other support specialists.

  • Attends training classes on PCs and other equipment as necessary and available.

  • Remains current on end user processes and policies. Attends product demonstrations and reads technical journals to be aware of new technology and service changes.

  • Performs other duties as assigned.


Required Experience

  • Requires basic job knowledge of systems and procedures obtained through prior work experience or education.

  • Requires 3 years minimum experience.

  • May require vocational or technical education in addition to prior work experience.


  • Associate's Degree

Equal Employment Opportunity Policy

Bank of the West is an Equal Opportunity employer and proud to provide equal employment opportunity to all job seekers without regard to any status protected by applicable law. Bank of the West is also an Affirmative Action employer - Minority / Female / Disabled / Veteran.

Bank of the West will consider for employment qualified applicants with criminal histories pursuant to the San Francisco Fair Chance Ordinance subject to the requirements of all state and federal laws and regulations.

Job: Technology

Location: United States-Nebraska-Omaha

Requisition ID: 037642