IT Support Specialist II

Language Fluency: English (Required)

Work Shift:

Job Grade:

Please review the following job description:

ESSENTIAL DUTIES AND RESPONSIBILITIES

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

• Follows established methodologies or procedures to determine end-user problems and provide a solution.
• Triage and resolve L1 end user support for four Truist Lines of Business applications.
• Intake incoming calls, emails; self-service incidents. Gather information and log issue in the support ticketing tool (ServiceNow) for resolution.
• Provide desktop/laptop hardware, software, and operating systems support; and resolve printer, network, phone system, BitLocker and VPN issues.
• Perform user access maintenance for Lines of Business applications.
• Manage support service requests and submit IT service request for LOB teammates, follow standard procedure to resolve request.
• Escalates highly complex, non-routine issues to more experienced teammates. Works within standard guidelines. Makes decisions within guidelines.
• Will interact with production services, software systems engineering, applications support, and/or applications development to restore service and/or identify and correct core problem.
• Review and maintain department knowledge base document and policies.
• Assist with training less experience teammates and end users.

Required Qualifications:

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.

• High school diploma and five years of end-user support experience or equivalent combination of education and work experience.
• Understanding of software and hardware deployed within a business.
• Effective verbal and written communication skills for the purpose of information to end-users.
• Ability to listen to the client for clarity and use standard practice to assist.
• Basic understanding of Window operating systems, Microsoft applications (Excel, Word, Teams, Office)
• Ability to listen to the client for clarity and use standard practice to assist.
• Knowledge of AWS Cloud or a call center phone system tool.
• Ability to work flexible hours – including day shift/evenings shift and weekends (rotating)

Preferred Qualifications:

• Associate's or technical degree and six years of work experience in IT.
• Knowledge of specific software and hardware.
• Banking or financial services experience.

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist’s generous benefit plans, please visit our Benefits site. Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

Type