System Support II

1 month ago

Needham, United States Needham Bank Full time
Job DescriptionJob Description

As a System Support II, you will be the first line of contact for end user support calls, resolving level 1 and some level 2 issues. This role will be responsible for entering all support requests into the helpdesk system while providing professional and speedy resolution. You will also refine and mature ITIL processes and automation within our HaloITSM solutions, monitor and escalate issues when enterprise computing resources are not available or performing to end user satisfaction and diagnose and assist in the resolution of technical issues. Other crucial functions for this role include communicating and updating users in a clear and concise manner, ensuring personal and shared technology spaces are tidy and well organized, assist in delivering successful change management and maintenance schedules, and managing inventories. In this role, you will have unlimited opportunity to contribute and grow into greater positions of responsibility and seniority.

ESSENTIAL DUTIES & RESPONSIBILITIES

  • As first line of contact, provide efficient and speedy resolution of helpdesk requests.
  • Monitor, alert, and escalate when enterprise computing resources are not available or performing to end users satisfaction
  • Document and track all incidents and requests using HaloITSM.
  • Refine and mature ITIL processes and automation within HaloITSM solutions.
  • Diagnose and assist in the resolution of network configuration and implementation issues
  • Ensure communications are made to end users for known system changes or adjustments before making changes
  • Ensure personal and shared (server rooms and data closets) workspaces are tidy and organized
  • Assist in delivering successful change management and maintenance scheduling
  • Complete monthly reporting (KPI) and tasks assigned on time with accuracy
  • Ensure COCC core upgrades and apps are deployed correctly, ensure communications are made to end users for known system changes or adjustments before making changes
  • Work with COCC partners to ensure accurate and timely integration of software components, DataCard, Cash Recyclers, Teller Scanners
  • Manage all inventories of software and hardware.
  • Create procedures and knowledge share training for technologies and processes specific to your job function and associated responsibilities
  • Adhere to industry regulations and best practices for continuity, security, and integrity of the IT systems
  • Work with TSP and 3rd party vendors to resolve issues in a prompt, efficient manner
  • Prepare, maintain and formalize documentation on IT systems



JOB REQUIREMENTS

  • Must be able to communicate with users with all levels of computer experience
  • Must be able to work unsupervised; be a team player; and reliable to start and finish a project or task in a complete and timely manner
  • Maintain a positive and professional image of the Bank
  • Strong knowledge of Windows 10, Microsoft Office 365, Active Directory, and other common applications.
  • Working knowledge of network protocols, devices, and troubleshooting tools.
  • Working knowledge of ITIL processes and best practices.
  • Working knowledge of HaloITSM or similar IT service management tool.
  • Attend work on time, and have flexibility to work extra hours when circumstance requires Ability to diagnose and correct hardware and software configuration problems
  • Excellent verbal and written communication skills.
  • Excellent teamwork skills and problem-solving abilities.
  • Ability to work independently and prioritize tasks.
  • Ability to learn new technologies and skills quickly.
  • Ability to lift and move up to 50 lbs of equipment.
  • Ability to write and communicate adequately and coherently in a business environment
  • Strong interpersonal skills
  • Develop and maintain an extensive knowledge of the Bank's reporting environment and requirements
  • Ability to adhere to Needham Bank's Core Values (Focus on Customer Relationship, Embrace Change, Work as a Team, Be an Asset to Your Community, Always Learn, and Do the Right Thing)

EDUCATION & EXPERIENCE

  • Associate degree in Information Technology (preferred), or vocational IT education diploma
  • Attended Windows training at a Microsoft approved facility / attain certification (preferred)
  • Minimum of 2 years of experience in administering and troubleshooting an enterprise environment

WORKING CONDITIONS/PHYSICAL DEMANDS

  • Normal business office environment
  • Ability to work with stakeholders and vendors over the phone, and remotely for extended periods
  • Willingness to continue education and certifications to maintain relevancy

Needham Bank offers a competitive salary and an amazing benefit package for a full-time employee which includes fully paid medical and dental insurance, HRA, 401(k) plan with an 8% bank match, paid time off (PTO), paid holidays, a bonus program, flexible spending accounts, vision service plan, group term life insurance, short and long term disability insurance, tuition reimbursement, and an Employee Assistance Program. We offer a great benefit package to our eligible part-time employees as well.

At NB, we are dedicated to building a diverse, inclusive and authentic workplace - if you are excited about this role, but your past experience doesn't align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or other roles.

Needham Bank is an Equal Opportunity/Affirmative Action Employer. Needham Bank will provide all applicants for employment and all employees with equal opportunity for employment and promotion regardless of race, color, religion, gender, national origin or ancestry, age, disability, veteran status, military service, sexual orientation, genetic information, or gender identity.

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