What are the responsibilities and job description for the Technology Support Specialist II, Technology Services position at Central Bank & Trust Co?
Equal Opportunity Employer Minorities / Women / Protected Veterans / Disabled
FULL-TIME HOURLY : These employees work from 30 to 40 hours each week and are paid on an hourly basis. They are eligible for the same benefits as salaried employees and paid time off is paid at 8 hours per day.
JOB SUMMARY :
Responsible for providing first and second level enterprise-wide technology support services ensuring requests submitted are appropriately prioritized and addressed within the prescribed resolution timeframes.
EDUCATION / EXPERIENCE REQUIRED :
- Associate’s degree in the field of technology with at least one year of direct experience in the field of technical support required; or two years of direct work experience in technical support role
- A Certification or equivalent
- Network or Microsoft Certification preferred
QUALIFICATIONS / SKILLS REQUIRED :
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES :
1. Serves as primary departmental contact and processes all incoming service requests received via telephone and email in a courteous, timely and effective manner.
2. Performs the majority of first and second level support functions including but not limited to resetting employee passwords, unlocking accounts, troubleshooting reported issues and responding to general inquiries within prescribed timeframes or referring appropriately.
3. Facilitates user provisioning through the Security Access Requests (SAR) process, including the administration, maintenance, and deletion of end user accounts, permissions, and access rights for network access, following established procedures.
4. Installs, configures, tests, maintains, monitors, and troubleshoots end user workstation hardware and software, networked and local peripheral devices, and networked software products.
5. Performs analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommends and implements corrective hardware solutions, including issuance of warranty repair / replacement as needed.
6. Records, tracks and documents the request problem solving process including all successful and unsuccessful decisions and actions taken to final resolution. Reassigns or escalates issues to alternate support areas as necessary.
7. Facilitates the purchase of approved hardware and software expenditures, working with the appropriate members of management.
8. Maintains technology asset inventory in conjunction with the Acquisition, Implementation, and Change Control processes including warranty information, vendor support contact, and service expiration in a centralized location. Ensures that the department’s inventory database is continually updated to reflect all IT assets in support of compliance with examining agencies; internal and external auditors.
9. Controls the inventory lab area and the equipment supply cage ensuring all assets are tagged as they enter or leave. Controls the physical access to the equipment lab area. Ensures that every computer or printer asset in the lab or cage areas are logged in the inventory database for record keeping
10. Conducts research on computer products in support of PC procurement and development efforts. Maintains up-to-date knowledge of hardware configuration requirements to sustain business operations and evaluates and recommends revisions to hardware products for standardization.
11. Assists in developing long term strategies and capacity planning for meeting future desktop hardware needs.
12. Supports the intranet administration function by publishing updates as needed utilizing Microsoft SharePoint and / or SharePoint Designer inclusive of text-based additions / changes, form revisions and modifications, editing links, management of various document workspaces (content, permissions, and general support) enterprise-level
13. Maintains and updates procedures as necessary for use when training and cross training new and current coworkers
14. Actively participates in on-call rotation and associated responsibilities for after hours support.
15. Travel as necessary to support all Bank locations.
16. Performs other duties as assigned.
BENEFITS :
