Technical Support Specialist II

Position Summary: This position is responsible for providing second level support to assist team members with calls or emails regarding effectiveness of the various banking systems. The specialist performs support to the Help Desk which includes, but not limited to password resets, processes security changes, scanners, printers and provides first level support of all banking systems. This position is responsible for the delivery of quality customer service to internal clients by providing them with a single point to report problems or to make inquiries. Works on special projects as assigned.

Essential Functions

• Responsible for the delivery of quality customer service to internal clients by providing them with a single point to report problems or to make inquiries.

• Manage day-to-day service delivery problems and works on special projects as assigned.

• Conduct first level problem determination using documented procedures and available tools.

• Record problem symptoms and status information in a timely fashion in an effort to communicate with and properly utilize Information Technology staff.

• Ensure client satisfaction regarding calls to the Help Desk.

• Log all client questions and problems and track them through to resolution.

• Ensure timely escalation of client problems by documenting the impact to the client and by assigning an appropriate priority and resolution target.

• Ensure problem resolution by initiating and tracking problem assignments to technical resources/vendors, and by keeping the client updated on the status of reported problems.

• Provide specialized user support services including the timely diagnosis and resolution of problems and malfunctions to applications.

• Support numerous types of issues in a full production environment including peripheral equipment. Specific support responsibilities include:

• Help Desk ticket submission

• Scanners

• Printers

• User setup and removal

• Active Directory security

• Basic phone support (extension swaps and setup phones)

• Maintain a working understanding of, and complies with, applicable banking regulations, operating procedures, technology issues and security guidelines.

• Maintain high level of working knowledge of user needs, software capabilities, policy guidelines, regulatory requirements and accounting practices.

• Must be willing to rotate support shifts.

• Regular, reliable, and predictable attendance.

Marginal Functions

• Train employees in proper operation and care of computer and peripheral equipment.
• Answer clients inquiries concerning systems operation; diagnoses system hardware, software, and operator problems; and recommends or performs minor remedial actions to correct problems based on knowledge of system operation.
• Act as a backup to other Technical Support Specialists.
• Conduct and/or participate in periodic status review, system/procedural changes and training.
• Ensure service level commitments are met in accordance with agreements including response time and accuracy.
• Prepare non-standard management reports as requested.
• Participate in Disaster Recovery and Business Continuity testing.
• Participate in Quarterly Reviews.
• Recommend constructive improvements to procedures.
• Serve as a mentor to other team members.
• Maintain compliance with and adhere to all state and federal regulations and Bank policies and procedures, including, but not limited to Bank Secrecy Act, SAR, CTR, FACT ACT, Community Reinvestment Act, EEO, and fair employment practices.
• All other duties as assigned.

Minimum Educational & Experience Requirements

• High school diploma required
• Proficient understanding of and experience with IT preferred
• Minimum of 3-4 years' experience in help desk support
• Minimum of 3-4 years' experience with a financial institution in regards to operating policies and procedures preferred
• Must have satisfactory performance as a level I.

Minimum Skill Requirements

• Knowledge of the principles, methods, and procedures applied in the operation of microcomputers, peripheral equipment, and microcomputer networks and microsystem hardware.
• Superior telephone etiquette and an ability to deal effectively with clients, vendors, peers, and management.
• Strong problem-solving skills and inherent decision-making ability.
• Strong initiative and assertiveness.
• Ability to organize work in an efficient manner in addition to the ability to work under stress and time pressures. Must be able to effectively multi-task and prioritize tasks.
• Ability to establish and maintain working relationships with employees in other departments, customers of the Bank, and data processing service provider representatives.
• Must be willing to rotate support for on-call shifts.
• Excellent written and oral communication skills.
• Excellent computer skills relevant to Microsoft Office Suites (i.e. Word, Excel, Outlook).
• High degree of flexibility and dependability
• High level of adaptability to organizational and technological change

Physical Demands

• In terms of an 8-hour workday, "occasional" equals 1% to 33%, "frequent" equals 34% to 66% and "continuous" equals 67% to 100%. However, some duties are performed monthly, annually or sporadically throughout the year and are essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions of the position, if the accommodation does not impose an undue hardship that would require significant difficulty or expense.
• Continuous remaining in a stationary position, particularly, but not limited to, at a desktop computer
• Continuous analyzing, researching and identifying problems and resolutions
• Frequent periods of high-volume work
• Occasional travel to other market center locations to assist internal customers with microsystem needs
• Continuous repetitive use of hands/arms; particularly concerning to typing, writing, phone & computer use
• Continuous communication: verbal and written, in-person, phone and electronic

Work Environment

• Continuous office setting with travel to other market centers when needed