Salary Grade:15
SUMMARY:
Provides first level support for end-users with software applications, operating systems, computer hardware and peripherals. Answer and resolve calls placed to the Service Desk using call/ticket tracking software to log and monitor progress. Build and maintain bank PC workstations and related equipment. This position has on-call responsibilities in a rotation with other members of the team. Flexibility and willingness to work outside normal hours required due to the nature of the job requirements, service interruptions, project work, etc.
ESSENTIAL JOB FUNCTIONS & RESPONSIBILITIES:
- Provide primary service desk support to users; accurately document and track all user support requests
- Troubleshoot both hardware and software system performance problems
- Direct escalation requests to appropriate team
- Build, deliver, set-up and upgrade of hardware including system configurations and software installations
- Replace/repair defective equipment
- Assist with new facility builds, equipment relocation/replacement projects as necessary
- Assist with general office upkeep and organization
- Collaborate with team to maintain up to date documentation
- Contribute to team discussions and process improvement initiatives
- Accurately tracking IT inventory
- Maintain a strong technical understanding of key applications and operating systems
- Demonstrates a high level of productivity and efficiency
- Ability to work independently and as part of a team
- Train and mentor Systems Support Tech I colleagues
QUALIFICATIONS:
EDUCATION & CERTIFICATIONS: (Minimum education required to perform the duties of this position)
- Minimum of 3 years of technical support experience, preferably in a financial services environment.
- Associates degree, or relevant certifications a plus
KNOWLEDGE, SKILLS & ABILITIES:
- Service desk (or customer service) experience required
- Ability to resolve and troubleshoot technology issues/requests independently
- Proven ability to provide training and guidance to other system support techs
- Strong knowledge of PC hardware, operating systems, Local Area Networks, Wide Area Networks, Internet browsers, Microsoft 365, and Active Directory
- Experience/knowledge of Configuration Manager (SCCM)
- Strong technical aptitude
- Must have cyber security awareness to protect the digital environment, the Bank, and customers.
COMPETENCIES:
- Driven by a customer-first mindset and willingness to help
- Strong organizational, communication and problem-solving skills required
- Always conducts his/herself in a professional manner
- Timely resolutions/closure on support requests
- Flexibility in hours worked
- Team mentality
- Accurately follows all departmental procedures
- Ability to multitask, work under pressure and prioritize tasks effectively
