Systems Support Technician II

We need to output HTML fragment with sections only if content present. Use

for headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to map content. Given posting: Salary Grade:15 (maybe Pay). Summary: Provides first level support... etc. Essential Job Functions & Responsibilities list. Qualifications: EDUCATION & CERTIFICATIONS, Knowledge, Skills & Abilities, Competencies, Physical Demands, Working Conditions. We need to decide sections: About the role (summary). Responsibilities (Essential Job Functions & Responsibilities). Requirements (maybe Education & Certifications). Qualifications (maybe Knowledge, Skills & Abilities). Skills (maybe Competencies). Benefits? Not present. Pay? Salary Grade:15 maybe we can include Pay section with that. Schedule? Not explicit but mentions on-call responsibilities, flexibility, work outside normal hours, unpredictable length of day. Could be Schedule section. However rule: only include section if posting has real, specific content. It does mention on-call responsibilities, flexibility, willingness to work outside normal hours, length of day unpredictable, long hours may be required. That's schedule-related. So we can include Schedule. We must not repeat job title as heading. No Job ID. We must not include boilerplate like EEO etc. Not present. We need to preserve all substantive info. Use

• for any list of duties/requirements/benefits. For prose use

  . We need to decide what goes where. Let's extract: 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." That's About the role. Responsibilities list (Essential Job Functions & Responsibilities): bullet list: - 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 We'll put these as

  • . Requirements: Education & Certifications: "Minimum of 3 years of technical support experience, preferably in a financial services environment. Associates degree, or relevant certifications a plus". That's requirements. Qualifications: Knowledge, Skills & Abilities list: - 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. We could put these under Qualifications or Skills. The instruction: Use headings for sections like Qualifications, Skills. We have both Qualifications and Skills sections possible. We need to decide mapping. We have "Competencies" list: - 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 These could go under Skills or Competencies. Since we have a Skills heading, we could put competencies there. But we also have Knowledge, Skills & Abilities which is more like qualifications. Let's assign: - About the role: summary paragraph. - Responsibilities: list. - Requirements: Education & Certifications (maybe also include minimum years experience). - Qualifications: Knowledge, Skills & Abilities (technical knowledge). - Skills: Competencies (soft skills, behaviors). - Pay: Salary Grade:15. - Schedule: on-call responsibilities, flexibility, willingness to work outside normal hours, length of day unpredictable, long hours may be required. We must not create sections with filler like "commensurate with experience". We have actual content. Now format. We need to output only HTML fragment, no /. Use

    for each section heading. Use

    for prose. Use

    • for lists. We must not repeat job title as heading. Let's craft. First, About the role: combine summary sentences into a paragraph.

      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.

      Second, Responsibilities:

      Responsibilities

      then
      with each bullet. Third, Requirements:

      Requirements

      then maybe a paragraph: "Minimum of 3 years of technical support experience, preferably in a financial services environment. Associates degree, or relevant certifications a plus." We could also make a list but it's short; but rule: Use
      • for any list of duties/requirements/benefits. This is a list? It's two items: experience and education. Could be list. Safer to use list. Thus:
        • Minimum of 3 years of technical support experience, preferably in a financial services environment.
        • Associates degree, or relevant certifications a plus.
        Fourth, Qualifications:

        Qualifications

        then list of Knowledge, Skills & Abilities. Fifth, Skills:

        Skills

        then list of Competencies. Sixth, Pay:

        Pay

        then

        Salary Grade: 15

        Seventh, Schedule:

        Schedule

        then paragraph describing on-call responsibilities, flexibility, etc. We need to ensure we don't repeat content already in About the role (on-call etc). But schedule section can mention those aspects. However we already mentioned on-call responsibilities and flexibility in About the role. To avoid duplication, we could keep schedule section brief referencing those aspects but not duplicate exact sentences. However rule: Preserve ALL substantive information; do NOT invent or summarize away detail. If we already included on-call responsibilities in About the role, we can still include schedule section but must not duplicate same sentences? The rule about not repeating job title as heading, but duplication of content is not explicitly forbidden, but we should avoid unnecessary duplication. However we need to preserve all substantive information; we can keep it in both places but that's duplication. Better to move the on-call/flexibility details to Schedule section and keep About the role more generic. Let's restructure. About the role: Provide first level support... answer/resolve calls... build/maintain workstations. (Remove on-call/flexibility). Then Schedule section includes on-call responsibilities, flexibility, willingness to work outside normal hours, length of day unpredictable, long hours may be required. Thus we preserve all. Let's rewrite About the role:

        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.

        Now Schedule section:

        This position has on-call responsibilities in a rotation with other members of the team. Flexibility and willingness to work outside normal hours are required due to the nature of the job requirements, service interruptions, project work, etc. Length of day is unpredictable; long hours may be required to accommodate deadlines or emergency situations.

        Now Responsibilities list as before. Requirements list as before. Qualifications list (Knowledge, Skills & Abilities) as before. Skills list (Competencies) as before. Pay section. Now ensure we didn't miss any substantive info: Also mention "Assist with new facility builds, equipment relocation/replacement projects as necessary" etc included in responsibilities. "Assist with general office upkeep and organization" included. "Collaborate with team to maintain up to date documentation" included. "Contribute to team discussions and process improvement initiatives" included. "Accurately tracking IT inventory" included. "Maintain a strong technical understanding of key applications and operating systems" included. "Demonstrates a high level of productivity and efficiency" included. "Ability to work independently and as part of a team" included. "Train and mentor Systems Support Tech I colleagues" included. Qualifications: also "Strong technical aptitude" included. "Must have cyber security awareness" included. Competencies list includes all. Check we didn't miss "Service desk (or customer service) experience required" included in Qualifications list. "Ability to resolve and troubleshoot technology issues/requests independently" included. "Proven ability to provide training and guidance to other system support techs" included. "Strong knowledge of PC hardware, operating systems, Local Area Networks, Wide Area Networks, Internet browsers, Microsoft 365, and Active Directory" included. "Experience/knowledge of Configuration Manager (SCCM)" included. Now check if any other info: "Physical Demands" and "Working Conditions" sections are present in posting. We haven't included them. According to rules, we should include sections only if posting has real, specific content for it. It does have Physical Demands and Working Conditions with details. Should we include them? The allowed headings list includes Benefits, Pay, Schedule, etc. Not Physical Demands or Working Conditions. The instruction: Use

        for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It says e.g., implying those are examples but not exhaustive? It says use

        for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). Likely they expect only those headings. So we should not create Physical Demands or Working Conditions sections because they aren't in the allowed list. However we must preserve ALL substantive information. If we cannot create a section for them, we need to fold that info into existing sections. Where could we put Physical Demands and Working Conditions? Possibly under Requirements or Skills? But they are not exactly requirements or skills. Could be under Requirements as additional info. But the instruction says "Use

        for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." The "e.g." suggests those are examples, not an exhaustive list, but they likely want us to use those headings only. However they also say "include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text". So we could create a section for Physical Demands if we want, but the heading would not be in the examples. The instruction didn't forbid other headings, just gave examples