IT Support Center Technician I

4 weeks ago

Lancaster, United States Fulton Bank Full time

Value Proposition:

Our values define us and our culture inspires us to change lives for the better. Our employees are the heart and soul of our company, and every success we experience begins with them. Together we are committed to making a positive impact in our local communities. We champion a culture of continuous learning, work-life integration, and inclusion. We promote a digitally enabled work environment to continuously enhance the experience of our employees and customers.

Overview:

To provide fast and useful technical assistance in a call center environment. Answering questions and troubleshooting technical issues.

Responsibilities:
  • Act as first contact to the IT department for technical assistance as it pertains to hardware. software, local/wide area networks and telecommunications.
  • Thoroughly document and track interactions using the (ITSM) Information Technology Service Management system. Display excellent customer service skills while handling each request. Follow up with customers all open Service Requests and Incidents on a timely basis to ensure high level of satisfaction on work performed
  • Ability to navigate user interactions via emails, calls and/or ITSM system.
  • Assist in troubleshooting branch and other network outages.
  • Place and track hardware and software service calls to appropriate vendors when needed.
  • The ability to communicate effectively, understand the problem and explain the solution.
  • Identify and suggest possible improvements on processes.
Qualifications:
Education

Associate Degree or the equivalent experience. Specialty: Information technology. (Required)

Experience

1 or more years Call center, hardware, software, and application support. (Required)

Certifications

ITIL knowledge or certification. (Preferred)

:

This role may perform other job duties as assigned by the manager. Each employee of the Organization, regardless of position, is accountable for reading, understanding and acting on the contents of all Company-assigned and/or job related Compliance Programs, regulations and policies and procedures, as well as ensure that all Compliance Training assignments are completed by established due dates. This includes but is not limited to, understanding and identifying compliance risks impacting their department(s), ensuring compliance with applicable laws or regulations, and escalating compliance risks to the appropriate level of management.

Pay Transparency:

To provide greater transparency to candidates, we share base salary ranges on all job postings regardless of state. We set standard salary ranges for our roles based on the position, function, and responsibilities, as benchmarked against similarly sized companies in our industry. Specific compensation offered will be determined based on a combination of factors including the candidates knowledge, skills, depth of work experience, and relevant licenses/credentials. The salary range may vary based on geographic location.

The hourly rate for this position is $18.25 - $27.16.

Benefits:

Additionally, as part of our Total Rewards program, Fulton Bank offers a comprehensive benefits package to those who qualify. This includes medical plans with prescription drug coverage; flexible spending account or health savings account depending on the medical plan chosen; dental and vision insurance; life insurance; 401(k) program with employer match and Employee Stock Purchase Plan; paid time off programs including holiday pay and paid volunteer time; disability insurance coverage and maternity and parental leave; adoption assistance; educational assistance and a robust wellness program with financial incentives. To learn more about your potential eligibility for these programs, please visit Benefits & Wellness | Fulton Bank.

EEO Statement:
Fulton Bank (Fulton) is an equal opportunity employer and is committed to providing equal employment opportunity for all qualified persons. Fulton will recruit, hire, train and promote persons in all job titles, and ensure that all other personnel actions are administered, without regard to race, color, religion, creed, sexual orientation, national origin, citizenship, gender, gender identity, age, genetic information, marital status, disability, covered veteran status, or any other legally protected status.

Sponsorship Statement:

As a condition of employment, individuals must be authorized to work in the United States without sponsorship for a work visa by Fulton Bank currently or in the future.

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