What are the responsibilities and job description for the IT Support Specialist II position at Southern Bank and Trust?
Position: IT Support Specialist II
Reports to: Director of Information Technology
Reports To This Position: None
FLSA Status: Exempt
Role Summary:
The Technical Support Specialist is a role established so that IT has a delivery resource for computer user support. The role aids the organizations computer users (employee, 3rd party & vendor) through phone, email, remote access or in-person visits. The position will report to and work directly under the guidance of to the Director of IT; however, may also work on tasks, problems or projects lead/directed by System, Network and Computer Administrators responsible for more complex tasks. The performance of this position directly relates to the effectiveness of the IT Department’s priority to provide excellent support and service to the technology users. Performance is measured by ticketing system statistics and client satisfaction.
Specific Job Functions (Duties/Responsibilities):
- Perform in the secondary support role receiving escalation and tickets from the company Help Desk agents and in-house ticket tracking system.
- Assist users with installing authorized and approved software.
- Guide user through hardware installs for keyboard, mouse and printer.
- Engage in break fix solution delivery with users and on-site technicians.
- Provide solutions to branch and back office operations technology inquiries.
- Adhere to IT policies when providing technical support and guidance to users and operators.
- Appropriately handle technical, security and operational emergencies utilizing company policy.
- Update policy and procedures as needed.
- Train end users on matters of computer operation and general security controls.
- Investigate all problems thoroughly to ensure complete resolution and customer satisfaction.
- Escalate tickets, issues and problems appropriately to IT management or affiliates.
- Participate with the IT team and its affiliates to improve in areas of process quality, system performance, resource efficiency, technology training, and teamwork.
- Conduct hands-on support, maintenance and repair as required to ensure a consistent and functional operational computing environment.
- Serve as EUAC contact for bank with Federal Reserve Bank.
- Perform specific tasks regarding asset inventory tracking and destruction as directed or authorized by the Director of IT.
- Participate in special projects and/or perform other duties as assigned.
JOB REQUIREMENTS:
Knowledge/Skills/Abilities Required:
- Proficiency with Microsoft productivity products (Outlook, Lync, Word, Excel, Power Point)
- 15 to 20% travel requirement with the potential for overnight stays on occasion
- Ability to meet work objectives and deadlines while completing daily tasks
- 24x7 on call for relevant services and projects
- Corporate mail and calendar delivery to personal mobile phone with bank issued stipend
- Diagnostic assessment abilities
- Analytical and decision-making abilities
- Possess effective organizational and time manage skills
- Ability to work independently with limited supervision and to plan and organize daily work flow
- Possess the necessary interpersonal skills to maintain a friendly, courteous, and professional demeanor at all times
- Ability to make sound decisions and use good judgment based on authority vested by Director of IT
- Ability to determine when to act independently and when to refer situations to a higher authority
- Effective oral and written communication skills
- Ability to maintain a professional personal appearance and work area
Education/Experience Requirements:
- Associate degree in relative technology field or adequate experience as detailed in the requirement below
- 4 to 5 years experience with direct user support for IT, IS and computer related issues, incidents and requests
- 2 to 3 years experience in a previous customer support role (IT support preferred)
- IT industry specific certification (preferred)
