Senior Associate, Senior Tier 1 Support Speci

Job Summary

CFSB is a full-service payments, lending and banking provider that delivers global financial services through a personal approach. CFSB is seeking a Senior Tier 1 Support Specialist to be responsible for supporting the end users and executive leaders on hardware, software, and network-related problems, answering any questions, onboarding/offboarding of personnel and providing break-fix resolutions for all bank staff. The Senior Tier 1 Support Specialist will also assist with the mentoring and leadership of the Tier 1 team. The expectation is that the Tier 1 Support Specialists will troubleshoot beyond the PC, including troubleshooting servers, network devices, cloud systems and Apple computers. The successful Senior Tier 1 Support Specialist will be able to prioritize multiple requests, be organized, have strong communication skills, work with all levels of management, ensure that support tickets are resolved promptly, provide metrics for all things related to the Tier 1 Support team and participate in the routine after-hours support rotation.

Responsibilities

The Senior Tier 1 Support Specialist will work closely with the other staff members under the IT Manager’s direction along with other members within the IT department on the following responsibilities including, but not limited to:

• Be able to work in a fast-paced environment.
• Ability to organize, prioritize, and meet established deadlines.
• Ensure all requests are resolved promptly and with high-quality results.
• Assist users over the phone, in-person, and remotely using multiple platforms.
• Provide desk-side support for all levels of staff.
• Administration of Active Directory, Azure, SharePoint, Zoom, Exchange, Office365, Computing endpoints, virtualization platforms, email filter, phone systems, mobile devices, and other IT-related software.
• Understanding of virtual desktop environments and remote desktop technology.
• Configure, deploy and relocate desktops, laptops, printers, and any other related devices.
• Knowledge of video conference systems, cell phones, smartphones, iOS, iPadOS, Android, and other standard hardware devices and software.
• Collaborate with team members regarding resolutions to various users within the CFSB environment.
• Troubleshoot problems ranging from server and application to network and PC issues.
• Handle escalations from phone calls, emails, or monitored alerts.
• Utilize experience and knowledge to assess issues and provide solutions for matters presented.
• Assist with the triage of alerts and tickets to other technical teams.
• Take ownership of tickets and customer interactions.
• Document resolutions, update outdated procedures and assist with process improvements.
• Engage in continued certification training to improve skillset.
• Escalate issues to other teams where required to help with the remediation of user issues.
• Report/lead critical incidents or problems that become too complex for self-resolution.
• Correlate and provide necessary metrics of the performance of the Tier 1 team.
• Occasional local travel to our Branch office located in Woodhaven, Queens.
• Must be flexible to work various shifts, including holidays, weekends, and participate in the On-call rotation with the IT team as needed
  
  

Knowledge, Skills, And Abilities

• Minimum 4 years’ experience in administering/supporting any of the following:
• LAN/WAN environments
• Experience with PSA and RMM Tools
• Network Operations Center
• Help desk or relevant IT Support role
• Microsoft Windows 10/11
• Apple OS-X and Apple management tools
• Microsoft Windows Server 2012/2016/2019 and Active Directory
• Experience and proficiency in troubleshooting Office 365 Suite and Azure Intune
• Moderate to advance understanding of protocols such as DNS, DHCP, TCP/IP, Kerberos, SSL
• Experience with scripting SDLC best practices, PowerShell/Python is a huge plus.
• Knowledge of backup technologies
• Knowledge of security best practices and policies
• Ensure that all support requests are resolved within established service level agreements (SLAs)
• Experience in the set-up, configuration, and use of computer hardware, software, and networks
• Strong oral communication skills to gather information from employees and explain complex technical concepts in simple language
• Self-motivated and willing to learn, as well as continually find the solution
• Demonstrated written communication skills to create helpful support logs and documentation
• Have a positive attitude, empathy, and high energy
• Ability to take the initiative and adapt.
  
  

Education, Training, And Experience

• Associate’s degree preferred. Relevant and significant industry experience may provide a substitute for the education requirement.
• Minimum of 7 years of experience in a technical support role, with experience in a Tier 1/2 support or Executive support role preferred.
• The use of ticketing systems such as FreshService / FreshDesk; having experience with this system is a plus.
  
  

Any Certifications In The Following Is a Huge Plus

• Microsoft Certifications
• Apple Certifications
• Cisco Certified Network Associate (CCNA)
• CompTIA Network Security
  
  

Salary: $90,000 - $100,000 / year

"Base salary range does not include performance-based bonus and/or other benefits, where applicable. Actual base salary offer will vary based on skills and experience."

About Community Federal Savings Bank (CFSB)

Community Federal Savings Bank (CFSB) is a federally chartered bank founded in 2001 and headquartered in New York City. CFSB has focused on providing superior service and added value to clients though a solid understanding of relationship banking. We offer a full range of services, including loans, bill payments, card services, internet banking, and merchant processing.

We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, military and/or veteran status, or any other Federal or State legally-protected classes.