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If you are hired to this position, you will be employed by Magnit Global. You will not be employed by City National Bank.

*The Opportunity*

Provides advanced level telephone and on-site end-user support for hardware installations and software applications.  Uses knowledge and experience to perform a variety of tasks requiring in-depth analysis and evaluation in making decisions and recommending solutions.  Extensive contact with internal customers is required to identify, research, and resolve problems.

*The Responsibilities*

* Installs, configures, troubleshoots, and resolves problems on a wide variety of commercial off the shelf (COTS) and proprietary software via telephone/remote control access and occasional on-site support.

* Monitors the call tracking system for new Incidents and Requests in addition to troubleshooting and resolving client issues per service level agreements.

* Provides detailed documentation of activity in the call tracking system.

* Communicates technical information to a non-technical audience.

* Assists clients with the installation of corporate standard software images.

* Stays abreast of, and complies with, company and department policies and procedures as related technology and end-user support.

* Effectively communicates to clients, peers, and management any system issues that affect the quality or reliability of supported systems.

* Documents product problems and their resolutions in a knowledge database for future reference.

* Participates in testing new product releases and\or enhancements.

* Leads or participates in projects requiring cross functional coordination.

*The Qualifications*

* Minimum of a B.S. in Computer Science, MIS or related degree and three (3) years of related experience or an equivalent combination of education, training and experience.

* Five (5) years of experience in a help desk or other technical support environment highly preferred.

* Communication: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.

* Analysis: Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions.

* Managing Work: Effectively managing one's time and resources to ensure that work is completed efficiently.

* Applied Learning: Assimilating and applying new job-related information in a timely manner.

* Building Customer Loyalty: Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty.

* Initiating Action: Taking prompt action to accomplish objectives; taking action to achieve goals beyond what is required; being proactive.

* Knowledge of the following preferred:

* Installing, troubleshooting and maintaining computer hardware and software.

* Windows 7 Operating System

* Microsoft Office 2010 and 2013

* Computer maintenance and virus removal.

* Computer backup and restoration.

* Data network and protocols

This is the pay range that Magnit reasonably expects to pay for this position: $28.61/hour - $30.68/hour

Benefits: Medical, Dental, Vision, 401K

*QUALIFICATION/LICENSURE*

*Work Authorization :* Green Card, US Citizen, Other valid work visa

*Preferred years of experience :* 3 years

*Travel required :* No travel required

*Shift timings :*