Systems Support Technician II

Systems Support Technician II

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 :

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

Qualifications :

Education & Certifications : (Minimum education required to perform the duties of this position)

Knowledge, Skills & Abilities :

Competencies :