Systems Support Technician II
About The Position
The Systems Support Technician II provides first-level support to end users for software applications, operating systems, computer hardware, and peripherals. The role responds to and resolves Service Desk calls, using call or ticket tracking software to document requests and monitor progress. It also builds and maintains bank PC workstations and related equipment. The position has rotating on-call responsibilities and requires flexibility to work outside normal hours due to service interruptions, project work, and other job requirements. The technician troubleshoots and resolves technology issues, prepares and installs hardware and software, maintains IT inventory and documentation, and contributes to team and process-improvement efforts. The role also trains and mentors Systems Support Technician I colleagues and requires the ability to work independently and as part of a team.
Requirements
- At least 3 years of technical support experience; experience in a financial services environment is preferred.
- Service Desk or customer service experience.
- Ability to independently resolve and troubleshoot technology issues and requests.
- Demonstrated ability to train and guide other system support technicians.
- Strong knowledge of PC hardware, operating systems, Local Area Networks, Wide Area Networks, Internet browsers, Microsoft 365, and Active Directory.
- Experience or knowledge of Configuration Manager (SCCM).
- Strong technical aptitude.
- Cybersecurity awareness to protect the digital environment, the bank, and its customers.
- Strong organizational, communication, and problem-solving skills.
- Professional conduct, timely resolution and closure of support requests, flexibility in hours worked, and a team-oriented approach.
- Ability to follow departmental procedures, multitask, work under pressure, and prioritize tasks effectively.
Nice To Haves
- Associate degree.
- Relevant certifications.
- Technical support experience in a financial services environment.
Responsibilities
- Provide primary Service Desk support and accurately document and track user support requests.
- Troubleshoot hardware and software system performance problems.
- Escalate requests to the appropriate team.
- Build, deliver, set up, and upgrade hardware, including system configurations and software installations.
- Replace or repair defective equipment.
- Assist with new facility builds and equipment relocation or replacement projects as needed.
- Assist with general office upkeep and organization.
- Collaborate with the team to maintain up-to-date documentation.
- Contribute to team discussions and process-improvement initiatives.
- Accurately track IT inventory.
- Maintain a strong technical understanding of key applications and operating systems.
- Demonstrate productivity and efficiency.
- Work independently and as part of a team.
- Train and mentor Systems Support Technician I colleagues.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
