IT Support Specialist II

IT Support Specialist II

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Job Title
IT Support Specialist II

Job Description

SUMMARY
The position of the IT Support Specialist II is the first point of contact for users with technical issues and the Agent will be responsible for providing the highest level of customer service by resolving a wide range of technical issues. The IT Support Specialist II will gather and analyze information about the user’s issue to determine the best way to resolve their problem. The IT Support Specialist II is a highly experienced agent that can solve a multitude of technical issues. The IT Support Specialist is focused on providing best in class customer service, achieving high levels of first call resolution, and identifying opportunities to streamline/automate agent process. This role requires a highly motivated individual that possess excellent customer service skills, troubleshooting skills as well as excellent written and verbal communication skills.

MAJOR DUTIES AND RESPONSIBILITIES (ESSENTIAL FUNCTIONS)

• Answer incoming IT Support Desk requests creating tickets within the ITSM tool and providing first line investigation, diagnosis and troubleshooting of technical issues while resolving a high percentage of technical issues at first contact.
• Documents, tracks and monitors the problem to ensure a timely resolution.
• Resolves issues within the prescribed SLAs otherwise, escalates to appropriate Level 2 technicians or other group SMEs for resolution.
• Participates in efforts to continuously improve Level 1 performance in the areas of issue resolution efficiency, data accuracy, escalation accuracy, response times, and customer.
• Effectively communicate critical problems and situations to appropriate management levels.
• Manages accounts for new hires, terminations, name changes, job transfers and location changes as requested by HR.
• Provides advanced account management for banking applications and manages mortgage accounts.
• Ability to follow departmental processes and procedures.
• Understand how to utilize support tools to improve the effectiveness of IT Service delivery.

ADDITIONAL DUTIES AND RESONSIBILITIES

• Perform technician tasks during peak times and provide vacation coverage as needed.
• Under general oversight, participates in the on-call rotation for after-hours and Saturday support. The rotation will be one week every x number of weeks where x is the total number of agents and technicians.

EMPLOYEE SPECIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Education and Work Experience

• Associates or a bachelor’s degree in information technology or related field.
• At least two years of experience in a Help Desk, Support Desk or Service Desk role.

Technical/Functional Competencies

• Windows 10 Installation and Troubleshooting.
• MS Office installation and troubleshooting including, user management.
• Understand IPv4 networking concepts and related protocols such as DNS, DHCP, and ICMP.
• General AS400 user management and troubleshooting skills.
• Ability to support Bank specific software/Hardware.
• Exceptional customer service skills.
• Excellent critical thinking, problem-solving and decision-making skills.
• Demonstrates excellent judgment.
• Strong interpersonal skills and ability to work well with a wide range of people.
• Excellent communication skills – ability to communicate with all levels of personnel to understand and resolve problems.
• Self-motivated to improve professionally as well as identify areas for improvement.
• Willingness to accept additional responsibilities.
• Dependable and adheres to time lines and schedules.

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned by supervisor to meet the ongoing needs of the organization.