IT Support Technician II
About The Position
Under general direction, the IT Support Technician II provides technical support to facilitate the daily operations and business needs of the Bank. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Field incoming support requests from users via telephone and ticketing system in a courteous manner and route requests as needed to the appropriate IT team. Assist users with a wide varity of support requests, including advanced troubleshooting and educating on functionality of hardware and software. Independently research, validate, and resolve defects and outages reported by end users. When required, escalate issues to the appropriately experienced IT team member and/or external vendor. Assist with routine field service work and preventative hardware maintenance within branch network as needed. Maintain informational, procedural, and troubleshooting documentation to department standards. Ensure timely completion of personal deliverables, meet service level agreements, and follow departmental procedures. Act as an escalation point for and assist in training the IT Support Technician I. Maintain confidentiality and security of sensitive information. Adhere to all corporate policies and procedures, Federal and State regulations, and laws. Complete all mandatory annual compliance training. Follow regulatory requirements including those pertaining to the Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), and OFAC to assist in the identification, detection and determent of money laundering and other unlawful activities, as well as regulations pertaining to lending and consumer compliance to include fair lending laws. Perform other duties and special projects as assigned.
Requirements
- Associate degree in a related field. May consider appropriate combination of education and experience.
- CompTIA A+ certification or equivalent experience.
- 2+ years of related experience.
- Superior customer serevice skills.
- Strong problem solving and analytical skills.
- Clear, accurate, and concise verbal and written communication skills.
- Strong organization and time management skills.
- Ability to quickly and independently learn new technologies and programs.
- Ability to understand and use Bank policies and procedures to ensure operational efficiency and regulatory compliance.
- Ability to work with confidential information appropriately.
- Ability to think and act within guidelines and limitations of bank policy and assigned personal authority.
- Proficient in Microsoft Office and Microsoft Active Directory.
- Valid Driver’s License.
Nice To Haves
- Bachelor’s degree in a related field.
- CompTIA Cloud+, CompTIA Security+, and CompTIA Network+ cerfifications.
- Banking or financial servics experience.
Responsibilities
- Field incoming support requests from users via telephone and ticketing system in a courteous manner and route requests as needed to the appropriate IT team.
- Assist users with a wide varity of support requests, including advanced troubleshooting and educating on functionality of hardware and software.
- Independently research, validate, and resolve defects and outages reported by end users.
- When required, escalate issues to the appropriately experienced IT team member and/or external vendor.
- Assist with routine field service work and preventative hardware maintenance within branch network as needed.
- Maintain informational, procedural, and troubleshooting documentation to department standards.
- Ensure timely completion of personal deliverables, meet service level agreements, and follow departmental procedures.
- Act as an escalation point for and assist in training the IT Support Technician I.
- Maintain confidentiality and security of sensitive information.
- Adhere to all corporate policies and procedures, Federal and State regulations, and laws.
- Complete all mandatory annual compliance training.
- Follow regulatory requirements including those pertaining to the Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), and OFAC to assist in the identification, detection and determent of money laundering and other unlawful activities, as well as regulations pertaining to lending and consumer compliance to include fair lending laws.
- Perform other duties and special projects as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
