Description

Looking for a highly motivated Helpdesk Support Lead to serve a pivotal role at the corporate office of Apex Bank in Knoxville. Applicant will work with a knowledgeable and experienced group of information technology specialists in a growing company with extensive opportunities for professional education and personal growth. Each member of the IT Support Team has various areas of responsibility, ensuring a dynamic and evolving set of technology skills to facilitate operations continuity throughout Apex Bank networks, applications, and systems. The Helpdesk Support Lead will be responsible for providing technical assistance and support related to computer systems, hardware, or software. The job is based in Knoxville but will also provide remote support to other bank locations.

Overview

We are looking for an Applicant with excellent knowledge of various interdependent information technology disciplines including:

• Prior experience in a helpdesk role i.e. providing technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
• Experience with common desktop technologies, including Microsoft Windows and Microsoft Office, in a business environment
• Excellent communication skills (written and verbal)
• Computer system maintenance including cleaning, installing, modifying, and repairing computer hardware and software, as well as maintaining daily performance of computer systems
• Experience troubleshooting various systems and interconnected technologies
• Experience in server administration and software installation
• Switching, Routing, PowerShell, and firewall familiarity
• Ability to walk users through problem-solving processes
• A deep love for technology and a strong desire to learn
• Patch management

Responsibilities include:

• Respond to queries either in person or over the phone
• Manage, track, and assign tickets for bank systems or application errors and outages
• Document formal IT procedures
• Train computer users
• Respond to email messages for customers seeking help and ask questions to determine the nature of the problem
• Provide proper follow-through to ensure issues are resolved to satisfaction
• Install computer peripherals for users
• Gain feedback from customers about computer usage
• Assist System Admins in resolving technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), Servers, and other systems
• Engage end users on a personal level, create confidence and trust
• Answer, evaluate, and prioritize requests for assistance from users experiencing problems with hardware, software, networking, telephony, and other computer related technologies
• Set up and install new desktop and laptop equipment according to our standards ensuring proper installation of cabling, operating systems, and appropriate software
• Provide assistance to senior team members when necessary
• Document and update installation, configuration, deployment and maintenance procedures
• Provide after-hours on-call emergency support as needed
• Adhere to standardized workflow and processes
• Participate in special projects as assigned
• Move PC equipment (monitors, printers, laptops, etc.) as required to complete assigned installation and troubleshooting tasks

Requirements

• 3-6 years of technical support experience
• Live in Knoxville, TN or surrounding areas
• Possess a valid Driver License
• Possess or have ability to possess A , Network , Security , MCITP, and/or Microsoft Office Specialist (MOS) Certifications
• Willing to travel to other office sites on occasion
• Familiar with a range of software and hardware
• Excellent written and oral communication skills

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Knoxville, TN 37932: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• What are your salary expectations?

Education:

• Associate (Required)

Experience:

• Help desk: 3 years (Required)
• Windows: 3 years (Required)
• Technical support: 2 years (Required)

Work Location: In person