Services Technician III

About the role

The Services Technician III on the Service Desk team provides advanced end-user support for United Community Bank’s technology systems. This role handles complex tickets, acts as a liaison with other IT support teams, and ensures high customer satisfaction through optimized processes and thorough documentation.

Responsibilities

• Assist with daily duties and after-hours tasks of the Service Desk as necessary.
• Collaborate with Systems Analyst, Systems Engineering, and Networking teams on upgrades, testing, projects, and new solutions.
• Serve as a single point of contact for troubleshooting issues with IT teams.
• Work with the administrator of the ticketing software to ensure efficient ticket management.
• Communicate status updates on outstanding problems, issues, and projects to management and end users.
• Create and maintain Service Desk documentation.
• Escalate Incident tickets to Problem status when appropriate and initiate resolution conference calls with relevant IT teams.
• Take incoming calls from branch locations and assist with on-site visits for ticketed work within travel scope.
• Ensure proper use of Service Desk software applications.
• Assist the Technology Support Manager with cross-training Service Desk team members on escalation procedures.
• Complete required corporate training, including Bank Secrecy Act/Anti-Money Laundering training.
• Perform other duties as assigned.

Requirements

• High school diploma required; college or technical training desired.
• 6+ years of related Technology Systems experience (VDI, Windows Server, networking, Windows 10, etc.).
• 4+ years of Technology Service Desk experience.

Skills

• Proven leadership skills on technology support teams.
• Excellent organizational and time management skills.
• Effective verbal and written communication.
• Demonstrated expertise in telephone-based customer service.
• Ability to thrive in a collaborative group environment.
• General working knowledge of personal computers, Windows 10, networks, and printers.
• Strong technology problem-solving skills.
• Ability to support users working in a virtualized Citrix desktop (preferred).

Work Environment

• Geographically dispersed Service Desk team with in-person work at a United office location (Franklin, TN; Greenville, SC; Charlotte, NC; or Blairsville, GA).
• Non-exempt FLSA status.
• Full-time position requiring scheduled flexibility, including evenings and weekends as needed.
• Up to 20% travel required.
• Must pass a criminal background and credit check.

Pay

USD $27.88 - USD $30.87 per hour.