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IT Support Specialist
2 months ago
Volt Workforce Solutions is seeking a skilled IT Support Specialist to join our team. As an IT Support Specialist, you will provide technical assistance to internal and external users, troubleshoot hardware and software issues, and maintain the Technical Support Software.
Key Responsibilities- Provide support services for software, applications, hardware, and telecommunications related issues.
- Troubleshoot core bank applications, Microsoft applications, hardware errors, and Operating System.
- Collect information, open tickets, perform triage, and resolve or escalate issues related to new hardware/software requests, network, application software, and telecommunications.
- Assist and support users with the use of core banking applications, standard software, Windows, MS Office, and other related banking business solutions.
- Answer, evaluate, and prioritize incoming telephone, voicemail, email, and Self Service site requests for assistance.
- Maintain the Technical Support Software by identifying trends and accurately capturing details to enable the incident Management function to improve IT processes and systems through accurate reporting.
- Create and update documentation on established Technical Support procedures and processes, problem resolution steps, and escalation procedures.
- Make recommendations to management on updates and changes needed.
- Identify and troubleshoot hardware, software, operating system, mobility, and telecommunication issues.
- Responsible for installing, configuring, troubleshooting, and resolving incidents with respect to networking and desktop environments, including LANs, WANs, remote access, and VPNs.
- Perform diagnostic techniques to identify problems, investigate causes, and recommend solutions to correct common failures utilizing remote access tools.
- Responsible for performing installations and configuring computers/laptops using standard processes and tools.
- Partner in a 24X5 global support team. May be required to be on-call during specific times/projects. Escalates complex problems to higher level of expertise within the organization.
- H.S. Diploma/GED required.
- College degree in information technology preferred.
- Less than 2 years of IT related Help Desk experience required.
- Knowledge of TCP/IP Protocols and PC knowledge, including hardware and software configuration, directory tree structure, Windows Messaging services, Active Directory, and Internet Explorer.
- Working knowledge of Windows Operating Systems, Microsoft Office software package, Active Directory, and system management tools.
- Proficient in MS Office Suite, Enterprise Networks, banking computer system, and print device troubleshooting in a networked environment.
- Possess outstanding customer service skills and the ability to communicate highly technical information to both technical and non-technical staff.
- Good research, analytical, problem solving, and troubleshooting skills. Ability to manage time efficiently and work under stressful conditions.
- Good working understanding of computer hardware architecture concepts and technology related terminology. Ability to effectively log tickets in call tracking software.
- Basic understanding of accounting/record keeping. Bank related experience preferred.
- Demonstrate continuing education through independent studies, monthly subscriptions, and periodicals.
- A+ certification.
- MCDST (Microsoft Certified Desktop Support Technician).
Volt offers benefits (based on eligibility) that include health, dental, vision, term life, short term disability, AD&D, 401(k), Sick time, and other types of paid leaves (as required by law), Employee Assistance Program (EAP).
Volt is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination.
