What are the responsibilities and job description for the Senior Technical Support Specialist position at Citizens Trust Bank?
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Senior Technical Support Specialist
Celebrating over 100 years in the community, Citizens Trust Bank remains committed to providing personalized service and financial solutions to meet the growing needs of our customers.
We are committed to our institution’s values of Integrity, Collaboration, Innovation, Service Excellence, Respect, Accountability, and Leadership, all of which are needed to continue our mission of empowering generations for financial success.
By joining our team, you can expect opportunities to enhance personal accomplishments and professional growth.
Interested in this position and meet the qualifications and requirements? Apply at www.ctbconnect.com. Questions? Contact us at 404-575-8262.
Position Summary:
Responsibilities include but are not limited to the following:
The senior technical support specialist's role in CTB is crucial to its operation. They ensure that all technical aspects are functioning optimally. Technical hiccups can affect a company's performance. Therefore, a Technical Support Specialist's duties and responsibilities will revolve around maximizing computer system capabilities as well as the following:
- The application of system-analyst techniques and procedures, including consulting with users to determine hardware, software, or systems functional specifications,
- Maintain CTB's IT services through installing and upgrading software, installing hardware, and configuring systems and applications, including analyzing reports, documenting procedures, and coordinating with users
- Maintain, configure, and support the internal Helpdesk solution (LanSweeper). Monitoring & tracking response times, ticket completion, and knowledge base entries to common support issues. Reports status to the department manager.
- Maintain IT assets for distribution as needed, configuration, imaging, etc.
- Mentor junior Helpdesk personnel
- Handling customer technical support cases through phone, email, and helpdesk ticket submission Maintain Helpdesk user confidence by answering tickets on time
- Maintaining system functionality by testing computer components
- Advanced experience with Office 365 - including advanced troubleshooting as well as system migrations
- Advanced knowledge of computer hardware and peripherals
- Knowledge and experience with domain-based networks, such as file and print shares, mail and application servers
- Understanding and experience with Active Directory management as it relates to user account creation and modification, security group policy, and distribution groups
- Knowledge and experience managing mobile devices and tablets and mobile device management
- Malware/Ransomware/Email Security best practices
- Assist in the creation of support tickets with external third-party resources. Excellent written and verbal communication skills
- Ability to conduct research into a wide range of computing issues as required.
- Ability to absorb and retain information quickly.
- Ability to present ideas in user-friendly language.
- Highly self-motivated and directed with keen attention to detail.
- Proven analytical and problem-solving skills.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Exceptional customer service orientation.
- Experience working in a team-oriented, collaborative environment.
- Resolution mindset with the ability and passion for delivering personalized, customer-focused support to help resolve technical challenges
- Excellent verbal and written communication skills
- This position should have a strong willingness and aptitude to learn to maintain, upgrade, and implement critical business systems and processes.
Qualifications:
- Bachelor's degree from an accredited four-year university or college with a technical major such as computer science/engineering or equivalent combination of education and experience.
- 5 years of IT Support experience is REQUIRED
- Advanced knowledge of Remote Monitoring and Management (RMM) tools (NetComply One experience a plus but not required)
- Experience in an MSP/IT as a Service environment is HIGHLY desired
- Advanced understanding of operating systems (Microsoft Windows 10, 8, 7, macOS, iOS, and Android) as well as typical Office suite applications
- Advanced knowledge of networking concepts, setup, troubleshooting, and general administration
- Advanced experience with Office 365 – including advanced troubleshooting as well as system migrations
- Advanced knowledge of computer hardware and peripherals
- Knowledge and experience with domain-based networks, such as file and print shares, mail and application servers
- Knowledge and experience with Active Directory management as it relates to user account creation and modification, security group policy, and distribution groups
- Knowledge and experience managing mobile devices and tablets and mobile device management
- Malware/Ransomware/Email Security best practices
- Industry Relevant certifications (MCES, Helpdesk, AT, Network , Security ) are preferred but not required.
Citizens Trust Bank is committed to investing in our associates, cultivating a rewarding, results-driven, innovative and professional team. We offer competitive compensation and a comprehensive benefits package for our full-time associates. Our benefits package includes the following:
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