Systems Support Technician II

Salary Grade:15

SUMMARY:

Provides first level support for end-users with software applications, operating systems, computer hardware and peripherals. Answer and resolve calls placed to the Service Desk using call/ticket tracking software to log and monitor progress. Build and maintain bank PC workstations and related equipment. This position has on-call responsibilities in a rotation with other members of the team. Flexibility and willingness to work outside normal hours required due to the nature of the job requirements, service interruptions, project work, etc.

ESSENTIAL JOB FUNCTIONS & RESPONSIBILITIES:

1. Provide primary service desk support to users; accurately document and track all user support requests
2. Troubleshoot both hardware and software system performance problems
3. Direct escalation requests to appropriate team
4. Build, deliver, set-up and upgrade of hardware including system configurations and software installations
5. Replace/repair defective equipment
6. Assist with new facility builds, equipment relocation/replacement projects as necessary
7. Assist with general office upkeep and organization
8. Collaborate with team to maintain up to date documentation
9. Contribute to team discussions and process improvement initiatives
10. Accurately tracking IT inventory
11. Maintain a strong technical understanding of key applications and operating systems
12. Demonstrates a high level of productivity and efficiency
13. Ability to work independently and as part of a team
14. Train and mentor Systems Support Tech I colleagues

QUALIFICATIONS:

EDUCATION & CERTIFICATIONS: (Minimum education required to perform the duties of this position)

• Minimum of 3 years of technical support experience, preferably in a financial services environment.
• Associates degree, or relevant certifications a plus

KNOWLEDGE, SKILLS & ABILITIES:

• Service desk (or customer service) experience required
• Ability to resolve and troubleshoot technology issues/requests independently
• Proven ability to provide training and guidance to other system support techs
• Strong knowledge of PC hardware, operating systems, Local Area Networks, Wide Area Networks, Internet browsers, Microsoft 365, and Active Directory
• Experience/knowledge of Configuration Manager (SCCM)
• Strong technical aptitude
• Must have cyber security awareness to protect the digital environment, the Bank, and customers.

COMPETENCIES:

• Driven by a customer-first mindset and willingness to help
• Strong organizational, communication and problem-solving skills required
• Always conducts his/herself in a professional manner
• Timely resolutions/closure on support requests
• Flexibility in hours worked
• Team mentality
• Accurately follows all departmental procedures
• Ability to multitask, work under pressure and prioritize tasks effectively

PHYSICAL DEMANDS: (Physical effort generally associated with positions)

Normal Physical Capabilities:

Incumbents must be able to perform the following activities frequently or continuously throughout the workday as appropriate to the position: travel throughout the Bank's primary and secondary market areas (which are beyond Cape Cod), bend, carry (one and two hands), collate papers, dial a phone, file records, hear at normal speaking levels, hold items with hands, lift up to 50 lbs., move throughout building, operate office equipment (fax, copier, phone, computer, etc.), computer input for extended periods of time, read English, see well enough to scan documents with detail, sit for up to two hours at a time, stand for short periods of time, speak on the telephone and in person, write with hand, and work at the Bank's facilities.

*Reasonable accommodation may be available for qualified individuals with disabilities

WORKING CONDITIONS: (Typical working conditions with this type of work and environmental hazards, if any, that may be encountered in performing the duties of this position.)

Internal -- work is normally performed in climate-controlled office environment, where exposure to conditions of extreme heat/cold, poor ventilation, fumes and gases is very limited. Noise level is moderate and includes sounds of normal office equipment (computers, telephones, etc.). No known environmental hazards are encountered in normal performance of duties. Length of day is unpredictable, long hours may be required to accommodate deadlines or emergency situations.

External -- Some travel to remote Bank locations will be required; this may include some overnight travel, not to exceed 5%. Environmental conditions are regular office and branch locations of the Bank.