- Provide onsite or remote diagnoses and resolution of computer hardware and software problems using all available diagnostic tools and techniques.- Collaborate with cross-functional teams on projects to enhance system efficiency and provide guidance and training to Tier I and Tier II technicians.- Oversee task assignment and completion assigned to Tier I and Tier II technicians and assist in their training, ensuring adherence to organizational policies.- Provide timely and effective technical assistance for all staff inquiries, ensuring accurate documentation and resolution of technology support requests.- Set up, manage, and delete employee user accounts while maintaining an inventory of desktop hardware.- Diagnose and resolve hardware, software, and network issues, performing necessary installs, upgrades, and patches to enhance functionality.- Support the implementation and maintenance of enterprise systems, including networks, servers, and applications.- Monitor and update service desk tickets to ensure compliance with service level agreements, keeping users informed throughout the resolution process.- Develop and maintain operational documentation, including standard operating procedures and troubleshooting guides for self-service and team reference.- Participate in on-call and after-hours support as necessary, maintaining compliance with confidentiality and privacy policies.
1-4 years
- Strong attention to detail with the ability to create professional documentation.- Strong problem-solving skills, an internal drive for success and the ability to work independently.- Desire to follow change management processes and produce detailed documentation.- Ability to communicate effectively in person, in writing and over the phone with all internal and external stakeholders. Courtesy and tact are essential.- Ability and willingness to interact calmly and professionally with people from all backgrounds.- Ability to multi-task, prioritize and organize day-to-day responsibilities with attention to detail and timeliness.- Ability to follow oral and written instructions.- Ability to work with others in an effective manner, listen well, share work-related information and be tolerant of others' work styles.- Competent with Microsoft Office; ability and willingness to work with a variety of office equipment and software systems.
- Superior customer service skills with the ability to understand staff needs and translate complex technical jargon at the appropriate technical level with individual staff.- Strong attention to detail with the ability to create professional documentation.- Strong problem-solving skills, an internal drive for success and the ability to work independently.- Adaptable and comfortable working with evolving technologies and maintaining current knowledge through ongoing education.- Willingness to travel to branch locations and be available on-call, including nights and weekends as needed.- Bachelor's degree in computer science, MIS, or a related field, or 5+ years of relevant experience in systems administration.- Proficiency in Windows 10/11, Office 2019/365, Active Directory, voice systems, scripting languages, and remote support tools; knowledge of TCP/IP networking, current Windows Server OS and mobile device support.- Current or willingness to obtain CompTia A+, CompTia Network +, MCSE, HDI Support Team Lead, ITIL Foundations, or equivalent certifications within 12 months.- Experience working in a financial institution or other highly regulated industry.
Bachelors
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