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IT Support Specialist II
2 months ago
SUMMARY
The Service Desk Administrator II plays a crucial role in delivering both general and technical support to users of the organization's hardware systems and associated software platforms. This position is essential in ensuring that the company's systems and applications function securely and reliably as directed. The administrator is tasked with executing routine daily responsibilities and engaging in special departmental projects as required.
KEY RESPONSIBILITIES
- Deliver direct and telephonic support to bank personnel regarding related hardware and software platforms. Provide detailed technical guidance and troubleshoot issues effectively. Document incidents in the bank's IT case management system to ensure proper reporting and resolution within established service level standards.
- Conduct routine administrative tasks related to system or user management, including modifications, additions, or deletions of employee access on various systems and applications. Ensure that all necessary documentation is collected and properly authorized for such requests.
- Configure and manage systems or applications to guarantee that changes are systematically planned, executed, and verified.
- Participate as a member of the bank's incident response team during technology emergencies or breaches of confidential information.
- Collaborate with vendors and external IT professionals for the maintenance and procurement of system hardware, software applications, and related accessories.
- Assist in the configuration and management of bank systems or applications to ensure that modifications are systematically planned, executed, and verified.
- Support the analysis and deployment of hardware or software updates and other patch management initiatives.
- Contribute to special projects and tasks for the department of a diverse nature.
- Respond to inquiries and refer issues to the appropriate department or personnel, ensuring necessary follow-through with customers and/or staff involved.
- Utilize computer terminals, personal computers, or laptops, network consoles, or other related components to input and process information and resolve issues within the defined authority.
- Prepare a variety of routine and special reports as needed.
- Exhibit respect for individuals; uphold commitments; inspire trust; work ethically and with integrity; adhere to organizational values; accept responsibility for personal actions.
- Follow established policies and procedures; complete tasks accurately and timely; support the organization's goals and values.
- Demonstrate knowledge of and adherence to EEO policies; respect and sensitivity for cultural differences; educate others on the importance of diversity; promote a harassment-free work environment; build a diverse workforce and support affirmative action.
- Perform duties specific to the position and other functions as assigned.
MINIMUM QUALIFICATIONS
These specifications serve as general guidelines based on the minimum experience typically considered essential for satisfactory performance in this role. The requirements listed below represent the knowledge, skills, and abilities necessary to perform the position effectively:
- High school diploma or Associate's degree (AA) from a technical trade school, with 3-4 years of relevant experience and/or training. Experience should include a technical background in information resources, products, or services.
- Prior experience in customer service is preferred.
- Basic knowledge and training in information technology department operations.
- Understanding of related state and federal banking compliance regulations.
- Skills in IT operations, voice and data communications, troubleshooting techniques, and user support, including desktop applications and network administrative programs.
- Intermediate proficiency in computer terminal and personal computer operations; familiarity with word processing and spreadsheet software.
- Strong verbal, written, and interpersonal communication skills, with the ability to instruct others, train personnel, write reports, and communicate clearly with customers and employees.
- Ability to manage complex problems involving multiple facets and variables in non-standardized situations.
- Capability to work independently while performing assigned duties.
- Current driver's license and vehicle with appropriate insurance coverage if required for job responsibilities.
Compensation
Salary range: $48,000 - $69,000 per year, reflecting the full salary range for this position. Individual placement within this range is based on the candidate's experience, education, skills, and abilities related to the role. Successful candidates typically start from the beginning to mid-point of the salary range. Eligibility for bonuses or incentives is at the company's discretion. A comprehensive benefits package is offered, including paid sick and vacation leave, paid holidays, medical, dental, vision, life and disability insurance for employees and dependents, various voluntary benefits, and optional retirement accounts.
We are an Equal Opportunity Employer. All applicants will receive consideration for employment without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity, gender expression, genetic information, or military or Veteran status, or any other characteristic protected by law.
