Come join a company you can be proud to represent.... and enjoy fantastic comprehensive benefits.

The hiring range for this opportunity is $25.00 to $30.00 hourly along with incentive opportunities, creating a competitive total compensation package based on our pay scale, and may be modified by location and is commensurate with qualifications and experience.

POSITION SUMMARY

The Help Desk Analyst II provides front line policy, procedure and technical support to Tri Counties Bank employees through analysis and problem-solving techniques in order to facilitate installation, implementation, maintenance, education and documentation of technical products and all Tri Counties Bank customer products and services.  

MAJOR RESPONSIBILITIES

• Answers all support calls and emails directed to the internal Help Desk relating to but not limited to technical questions related to bank software, hardware, operating procedures and security access.

• Assigned as team member for ongoing product plan and system implementations.  Assists with implementation of new products and services.

• Trains on a variety of operational and product topics as required.

• Monitors work requests for changes.

• Monitors new product development and projects.

• Monitors problems to assigned applications.

• Assists with assigned applications during release changes from our software vendors or internal software changes.

• Provides documentation to users of changed applications. 

• Documents all calls and emails into call tracking system.

• Analyzes caller’s issue to determine response and whether to escalate calls within stated guidelines; tracks the issue until it is resolved.

• Utilize and research knowledge base documentation and software tools to provide information, advice or instruction in response to end user inquiries.

• Resolves first level issues and compose new problem resolution.  Identify and propose alternate solutions to caller when issues cannot be resolved quickly.

• Composes and publishes short instructional documents to assist callers and build and maintain knowledge base.

• Interprets documents for callers such as operating procedures and manuals.

• Teaches end users how to resolve problems verbally and via remote assistance. 

• Prioritize various requests from callers to second and third level support.

• Apprises management of possible impact on customer service and assess bank reputation risk when service is interrupted.

• Probes caller for in depth analysis of contributing factors and/or events that caused end result and documents data gathered.  

• Assesses data collected to recommend upgrades to existing systems or determine if we are maximizing on efficiencies. 

• Performs system administration for various system applications and telephones.

• Participates in the evaluation of user difficulties and identifies situations requiring referral to internal or external technical, professional or service personnel.

• Generates monthly reports for Management to assess system and bank training efficiencies to determine gaps and implement change. 

• Maintains a current understanding of Bank policies and procedures in compliance with all federal and state laws, including but not limited to Bank Secrecy Act (SARs, CIP, OFAC), Information Security (GLBA), Identity Theft Red Flags, Financial Elder Abuse Reporting, and any other applicable regulations that may be specific to your job duties.

OTHER RESPONSIBILITIES

• Responsible for learning and development of technical and professional skills in job related areas.

• Supports branch sales administration in terms of identifying customer support issues and branch needs analysis for ongoing training.

• Represents TRICO Connections on various project teams.

• Trains and mentors Help Desk Analyst I.

• Performs other job duties as assigned.

• Maintains a current understanding of stated procedures and policies, including regulatory compliance issues.

• Maintains a current understanding on the basics of our standard hardware and software.

• Assists in creating help guidelines or procedures for application users.

• Keeps current on technology that Tri Counties Bank has standardized.

• Provides management with monthly status reports related to projects and problems.

EDUCATION, EXPERIENCE AND OTHER SKILLS REQUIRED

• High school diploma or GED required.

• College degree preferred, or four or more years related experience.

• Comprehensive knowledge of Active Directory

• Microsoft Windows experience required

• Excellent verbal and written communication skills.

• Working knowledge of Bank software applications and functionality.

• Expert level of knowledge on responsibilities listed above.

• Working knowledge of all Windows applications.

• Ability to manage multiple tasks and prioritize.

PHYSICAL REQUIREMENTS

• May be required to lift up to 50 pounds.

COMPANY PROFILE

Established in 1975, Tri Counties Bank is a wholly-owned subsidiary of TriCo Bancshares (NASDAQ: TCBK) headquartered in Chico, California, with assets of nearly $10 billion and more than 45 years of financial stability. Tri Counties Bank provides a unique brand of Service With Solutions® for communities throughout California with a breadth of personal, small business and commercial banking services, plus an extensive branch network, more than 37,000 surcharge-free ATMs nationwide, and advanced online and mobile banking.

Tri Counties Bank remains strong and profitable through our top-down commitment to our core values, sound business principles and responsible lending practices.

Our success is also based on our community engagement. We still believe in the vision of the helpful and caring community banker. As we grow and serve more communities, we become more involved, providing substantial financial and volunteer support to local economies and community organizations. We applaud our employees who roll up their sleeves to work and volunteer for a greater good in our communities.

Tri Counties Bank hires individuals who are qualified for the role and who represent the communities in which we serve. We look to place people in positions where they can best utilize their abilities and strengths, and where they are able to grow with the Bank.

Tri Counties Bank is an Affirmative Action and Equal Opportunity Employer, Race/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Disability/Veteran.