Endpoint Technician I - Stifel Bank

Stifel•Creve Coeur, MO

About The Position

The IT Technician has primary responsibilities as the first response, triage, and Level 1 troubleshooting contact within IT Operations and Service Management. The IT Operations Technician performs technical troubleshooting and diagnosis of root cause, and performs the steps necessary to fully log the incident, including the troubleshooting steps taken to resolve the incident. When incident resolution is beyond the expertise of the technician, has responsibility to effectively escalate to the appropriate technical area for Level 2 troubleshooting and resolution.

Requirements

Experience with Helpdesk and customer relationship ticketing systems.
Experience with office productivity, reporting, and technical documentation software.
Experience with Scheduled Tasks and enterprise job schedulers.
Understanding of web based and distributed systems n-tier technologies.
Expertise in working with IT monitoring and event management tools.
Experience working in Cloud based Operations.
Proficient in Microsoft Excel, Word, PowerPoint, Outlook.
Microsoft product familiarity (Win10/Server 2012/2016)
Experience with Google Office Suite, Solarwinds, Moogsoft, Cherwell
High School Diploma or equivalent
1-2 years' professional business related experience

Responsibilities

Serve as the First Responder to event alerts triggered when monitored applications, hardware, services, procedures, jobs, and file transmissions reach a pre-defined threshold that indicates an exception which must be responded to and resolved.
Serve as a technical escalation point within the IT Service Desk function, and respond to multiple channels reporting incidents and requests.
Fully document incidents received, troubleshooting and steps taken to resolve incidents, and introduce technical knowledge for use by end users and the IT Service Desk function.
Facilitate major incident conference bridges, accurately identifying and logging attendees, timelines and troubleshooting steps taken. Under management direction, escalate and communicate to IT and business customers, and 3rd party suppliers.
Be available to work 12 hour rotating shifts on either a Daily or Nightly capacity.
Assist other team members and work together to troubleshoot or manage large outages / service interrupts to meet customer needs.
Assist with projects and implementations directed by Management.