What are the responsibilities and job description for the IT Services Technician II position at First Bank & Trust?
Job Description:
This person is responsible for processing change control requests and system inquiries. Work with internal and external customers to design, integrate, and maintain systems supporting business initiatives while achieving operating efficiency, information integrity and availability. Ensure systems are maintained securely following industry best practices.
Qualifications: This person should have a bachelor’s degree, plus five years of work-related experience or the equivalent. This person must have demonstrated systems management including systems software and hardware operations experience. Above average customer service skills and the ability to complete multiple tasks while meeting deadlines are essential. This person should possess good communication and analytical skills as well as an aptitude for detail.
Principal Responsibilities:
1. Take responsibility for monitoring, triaging & completing change control requests and support questions for both incoming ticket requests as well as phone calls for the department. Ensure each customer has a positive service experience on the first communication.
2. Facilitate servicing of PC, network, and system related problems and questions from internal users. This includes hardware, software, and application support.
3. Ensure resolution of problems and inquiries, complete appropriate documentation, communicate effectively, track system changes in accordance with the change control policy, and follow up within established service level agreements (SLAs).
4. Actively identify trending issues, recommend & implement innovative solutions to permanently resolve.
5. Work with IT teams to gather requested system documentation for audits & exams and regular access reviews for departmentally managed systems.
6. Take responsibility for updating departmental procedures for all reoccurring tasks performed.
7. Perform work by determining priorities, analyzing alternatives, and scheduling applicable methods and procedures for completion.
8. Assist IT Services Supervisor as an escalation point of contact in providing resolution support for service tickets.
9. Review various departmental reports to identify potential security risks or concerns and escalate request as needed.
10. Responsible for processing end user system access by assessing risk of the request with the need, routing for proper approvals and making system changes.
11. Monitor & take appropriate action on e-mails received in the department inbox.
12. Educate end users on system best practices.
13. Maintain up-to-date knowledge of the technology supported by completing a minimum of 10 hours per quarter of job/industry related training.
14. Participate in department on-call rotation.
15. Assist with a variety of administrative and operational tasks as directed by the IT Services Supervisor that support operational efficiency.
16. Act in accordance with FBT Policies and Procedures as set forth in the employee handbook.
17. Adhere to compliance procedures and participate in required compliance training.
Compensation Grade
Salary Grade 5
First Bank & Trust is an Equal Opportunity, Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, or status as a protected veteran. Read our complete
Equal Employment Opportunity Policy Statement
. Applicants who would like to request reasonable accommodation to the application or interview process should call Human Resources at 800.843.1552 or email hr@bankeasy.com
.
