Technology Support Specialist II

TITLE: Technology Support Specialist II

REPORTS TO: SVP, Director of Information Technology Services

FLSA: Non-Exempt

CATEGORY: Full Time

SHIFT: Monday – Friday, 8:00am – 5:00pm

JOB PURPOSE:

Under the direction of the SVP, Director, Information Technology Services, the Technology Support Specialist II provides and performs Tier 2 (and Tier 1 as needed) technical support (analyze symptoms, troubleshoot, fix, maintain and upgrade systems using established processes and procedures) for computers, systems, devices, peripherals, phones, and software. The Technology Support Specialist II administers user access to systems, services, and network for employee onboarding and termination. Also provides project deliverables for various technology projects and initiatives. Performs installations and upgrades to ensure optimum system performance and security. Provides technical advice and guidance to office and administrative personnel.

ESSENTIAL DUTIES:

• Acts as Tier-2 response, in-depth advanced support for technical support issues. Provides support for Tier-1 technician.
• Provides troubleshooting, fix and/or escalation for computer issues using intermediate technical troubleshooting and analysis methods for issues by providing onsite and remote support to office and administrative personnel via phone, e-mail, and in-person.
• Monitor, respond, resolve, and document issue tickets in a timely manner according to service level agreements or assigned completion dates.
• Review and respond to security reports and alerts as directed by SVP, Director of Information Technology Services.
• Perform user account administration, including user password resets/unlocks, provisioning and file rights management for employee e-mail, phone, file stores, network, service, and application accounts.
• Performs installs, upgrades, moves, and changes for computer workstation hardware and software, printers, and other peripheral devices.
• Assists in research, recommendations, development and implementation plan for software and hardware upgrades.
• Intermediate IT professional understanding of computer and system security best practices as it relates to desktop and end-user systems and software.
• Work with various outside vendors and service providers to resolve and repair technical issues.
• Utilize base computer image for the initial installation and configuration of information technology hardware, software and peripherals.
• Actively contribute to the maintenance patches, updates of laptops and desktops.
• Provide Tier-2 level telephony support of phone system.
• Stay current with changes and latest technology trends as it relates to desktop system support and services.
• Travel to offices as necessary for training, installations, and computer maintenance.
• Good technical working knowledge of services or products supported by the department.
• Assist the department in keeping all laptop/desktop documentation and procedures updated and accurate as needed.
• Assist with special projects and other assignments as directed by SVP, Director of Information Technology Services.

SECONDARY DUTIES:

• Maintain work area in a clean and orderly manner.
• Completes assigned Compliance Training.

GENERAL:

• Provides excellent personal customer service to all office and administrative personnel by treating people with respect; keeping commitments; inspiring the trust of others; working ethically and with integrity; upholding organizational values; accepting responsibility for own actions.
• Follows policies and procedures; completes administrative tasks correctly and on time.
• Applies good judgment in decision making and sees beyond immediate assignments and acts on opportunities and problem areas.
• Performs position safely, without endangering the health or safety to themselves or others and reports potentially unsafe conditions.
• Works according to established schedules, arriving on time and with a positive attitude.

QUALIFICATIONS AND DEMONSTRATED ABILITIES:

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

Education

• Associate degree in MIS, computer science, or technology-related field or an equivalent combination of education and experience. In lieu of degree, will consider 2 years of related technology experience per year of college (4 years of related technical experience).

Experience

• Minimum of 5+ years of experience providing Tier-2 level support for end-users with technology and business service needs. Experience requiring organization, prioritization, troubleshooting, confidentiality, timeliness, and working independently to successfully install, configure, maintain, and support Windows desktop operating systems, various devices, peripherals and related software.

Qualifications / Abilities

• Experience, and commitment to, providing exceptional customer service.
• Advanced technical analysis and problem solving skills.
• Must be able to successfully manage multiple tasks, projects, and responsibilities.
• Strong organizational ability, concentration skills and attention to detail.
• Ability to handle interruptions, and return to and complete tasks in a timely manner.
• Advanced proficiency with Windows OS, Microsoft Office applications, browsers, mobile devices (iOS & Android).Advanced working knowledge of networked drive mappings, file/folder structures, computer peripherals support, Windows imaging software, telephony, and utilizing help desk ticketing software.
• Advanced knowledge of computer security best practices at the desktop level.
• Ability to coordinate, research, and analyze special projects/reports.
• Perform time management and scheduling functions, set project priorities, meet project deadlines, including following up on such functions or projects.
• Advanced working knowledge of the software and hardware lifecycle methodology.
• Ability to work well with people and resolve simple situations/problems.
• Ability to communicate clearly and calmly on the telephone, e-mail, and in person and to use effective customer service techniques with colleagues who may be under stress.
• Ability to work as part of a team, with experience in an Information Technology team environment.
• Ability to maintain confidential information.
• Valid Driver's license and insurance and the ability to drive between office locations.
• Have working knowledge of banking laws and regulations including but not limited to Gramm–Leach–Bliley Act (GLBA), Bank Secrecy Act, and how they relate to the responsibilities of the position.
• Intermediate typing skills to meet production needs of the position.

DESIRIABLE JOB QUALIFICATIONS REQUIREMENTS:

Banking IT experience preferred. Knowledge of banking applications or experience providing technical support in a banking/financial institution environment.

PHYSICAL DEMANDS:

Active work. Work involves walking, standing, bending, and lifting and sitting. Maximum weight moved typically does not exceed 50 pounds. Ability to sit for longer periods of time at assigned station. Continuous clarity of vision at 20 inches or less for normal processing of work.

WORKING CONDITIONS:

Typical office working environment. The worker is not substantially exposed to adverse environmental conditions, however, occasional travel to offices may be required in moderate winter weather conditions.