Systems Support Technician II

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. 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.

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 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.