IT Support II

3 weeks ago

Amarillo, United States Herring Bank Full time
  | FLSA: | Non-Exempt | JOB TITLE: | IT Support 2
 | CATEGORY: | Information Technology | LOCATION: | Amarillo, Civic
 | SHIFT: | Monday–Friday, some Saturdays and Sundays, Flexible; typically, between 8:00 AM and 5:00 PM or 1:00 PM to 9:00 PM | REPORTS TO: | IT Support Team Manager
Summary 

As an IT Support Level 2 professional at Herring Bank, your role, based in Amarillo, extends beyond troubleshooting and resolving technical issues – it encompasses a commitment to delivering exceptional customer support. In this key position, you will be an integral part of our dedicated IT support team, ensuring a seamless customer experience for both internal and external stakeholders. 

A distinctive feature of this role involves a deep understanding of the internal components of PCs, enabling you to effectively address technical challenges and provide insightful solutions. Specialized knowledge in PC hardware and software troubleshooting, printers, and basic networking is essential. Your responsibilities extend to monitoring and creating support tickets for assigned technology services in collaboration with customers and vendors. 

The ideal candidate is not only a technical expert but also a collaborative team player with excellent customer service skills. Your dedication to delivering top-notch support aligns seamlessly with our mission to provide exceptional service to our valued clients. Please note that occasional travel to the main branch in Amarillo for training purposes, at least once per year, is a crucial aspect of this dynamic role. 

Essential Duties

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

·         Provide help desk and technical support to 300+ internal and external customers. Including desktop, printer, mobile devices, office and banking equipment, debit card printers, wallet systems, and vertical market products 

·         Provide and maintain security for both physical and software access 

·         Install and maintain product hardware and software 

·         Manage work orders to maintain a high level of customer satisfaction 

·         Assist in training HB customers helping to ensure they understand the products and technology 

·         Document new and existing procedures as they are developed or evolve in the support wiki 

·         Provide appropriate written documentation (JIRA tickets) of product bugs/issues/enhancements that adheres to Herring Bank and Financial Payments documentation standards and policies, as they are identified 

·         Able to work well with senior system administrators, network engineers and application developers in a give and take, problem solving environment 

·         Assist the Financial Payments Quality Assurance team with product testing and verification 

 
·         Foster teamwork in the branch or department to ensure a positive overall customer experience and positive work environment 

·         Monitor select systems 

 

Requirements

  • Bachelor's degree in Computer Science, Information Technology, or a related field preferred
  • A minimum of 3 years of proven experience in IT support roles, showcasing expertise in troubleshooting hardware and software issues
  • In-depth knowledge of internal components of PCs and a track record of resolving complex technical challenges
  • Strong problem-solving skills with the ability to address multifaceted IT issues
  • Excellent communication and interpersonal skills for effective collaboration with internal teams, customers, and vendors
  • Basic understanding of networking principles
  • Adherence to Information Technology Security and HB Data Security policies, in addition to other company policies, state and federal laws, regulations, and guidelines
  • Demonstrated ability to troubleshoot complex problems and handle routine issues involving multiple facets and variables
  • Strong work ethic, ensuring punctual attendance and focused attention to productive work
  • Proficiency in conducting basic research on the internet to solve technical problems
  • Basic skills in computer terminal and personal computer operation, including word processing and spreadsheet software
  • Effective oral, written, and interpersonal communication skills, with the ability to apply common sense, interpret documents, understand procedures, write reports and correspondence, and communicate clearly to customers and employees
  • Commitment to maintaining confidentiality
  • Effective time management skills, organizational proficiency, time management and a strong team player mentality
  • Possession of a current driver's license and access to a vehicle with appropriate insurance coverage if required to drive while performing assigned duties and responsibilities
  • Familiarity with banking systems and security protocols is preferred
  • Certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or equivalent are preferred but not required

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 
 
 
Required Technical Skills
The table below lists the various skill domains that have been identified as being part of the IT Support Levels and the skills required for certification as an IT Support Level 2 Technician.
 | Domain | Skills Required for Level 2 Certification
 | Update | ·    Responsibility for learning the update process if needed. ·    Demonstrate ability to perform and assist in related fields from remote situations.
 | Morning Check | ·    Use of monitoring tools ·    Demonstrate ability to perform the procedure accurately and dependably
 | Workstations | ·    Tools (GFI, WSUS, AV) – access and monitor ·    Password resets ·    Hardware repair ·    Imaging and setup New Hire/Term
 | Printers | ·    Install/Config 
 | Phones | ·    Handsets ·    New hire / Termination  
 | Mobile | ·    Basic Mobile support
 | Line-of-Business (LoB) Applications | ·    Administration support ·    Program troubleshooting ·    Location, Type and Reason for maintaining support
 | Servers | ·     
 | Network | ·    Existing network architecture ·    Network theory
 | CGA | ·    PW reset for all products ·    PIC – Purpose, process, setup & install ·    Closed Loop MB206/Wallets
 | VPay | ·    EOM Worldpay Reporting
 | ATM | ·    Monitor/Manage Repairs
 | Information Security | ·    General procedures: Exception Lists ·    General Policies: Electronic Imaging, Email Security, Encryption, Logon Banner, Messaging, Mobile Devices, Remote Access, Removable Media and Data Transfer, Social Media, Software Licensing and Installation. Software Patches and Updates, User Access Control, User Authentication, User Login, Wireless Network, VOIP, Data Storage, Hardware and Software Inventory, Video Conferencing, Virtual Systems Technology ·    Incidents: Incident Procedures, Production Incident Policy, Security Incident Policy ·    Virus policy and procedures: Virus Response Procedures, Malicious Software Protection Policy ·    Passwords and Account policies: Administrators, Default Accounts and Configuration, Password Maintenance ·    Misc Security Policies: Physical Security of Servers and Networking Equipment
 | SQL | ·     
 | SAN | ·     
 

 

 

 

 

 

 
MEMBER FDIC – EQUAL OPPORTUNITY EMPLOYER
 
 

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