IT Support Technician

Citizens Business Bank•Rancho Cucamonga, CA

5h•Onsite

About The Position

An IT Support Technician provides exceptional customer service and initial technical support to Bank colleagues via phone, email and computer chat. You will utilize probing questions, knowledge, and technical resources to diagnose and resolve their issues. You will record support contact details, troubleshooting actions, and escalate issues to other teams as warranted. In addition, you will also assist with computer system, peripheral, and software configuration, deployment, and decommissioning in accordance with established procedures. Identification, escalation, and reporting of system outages and reoccurring problems are also essential duties. May also perform provisioning and review of system security access for Active Directory and other applications.

Requirements

High school diploma or general degree (GED); with one-year minimum experience and/or training; or equivalent combination of education and experience.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively before groups of customers or employees of organization.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.
Ability to apply concepts of basic algebra and geometry, and interpret bar graphs.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Knowledge of Microsoft personal computer operation and system configuration
Knowledge of personal computer troubleshooting and repair
Knowledge of network communications concepts
Knowledge of Microsoft Office application support
Knowledge of network directory maintenance
Ability to engage in a positive, polite, professional, and friendly manner at all times to support the Bank’s commitment to superior customer service.

Nice To Haves

Network + Certified
CompTIA A+ Certified
ITIL Certified

Responsibilities

Complies with and stays abreast of all policies and procedures, federal and state laws applicable to the job.
Provide prompt and courteous initial support via phone, email, or IM for Bank associates seeking technical support and assistance
Resolve routine technical problems and answers queries regarding internal use of computer hardware, software, network, and telecommunication systems.
Diagnose, identify, and isolate problems based upon comments and complaints; research problems utilizing technical troubleshooting skills, historical database records, online research, or routing calls to other teams for escalation when warranted.
Provide training, advice, and recommendations to associates when issues or requests extend beyond the scope of authority
Follow-up with Bank associates to provide status updates and ensure issues are fully resolved.
Identify and notify management of outages, recurring technical problems and patterns of problems.
Assist with provisioning, deployment, configuration and inventory management of computer hardware and software.
Prepare management reports and pass on any feedback or suggestions to the appropriate internal team.
Provide, present and promote The Citizens Experience to all external and internal customers.
Other duties as assigned