IT Level II Technician

SUMMARY:

The position of IT Technician Level II is responsible for providing end user support for software, hardware and network assistance presented through Help Desk tickets. Level II Technicians will work on all tickets prior to presenting to IT Level III Information Services support.

ESSENTIAL FUNCTIONS:

• Troubleshoot and resolve tickets related to technical difficulties with hardware and software.


• Resolve Complex issues requiring detailed systems and applications knowledge that have been escalated from Level 1.


• Communicate with end users on the status of tickets.


• Follow up on open help desk tickets to ensure problems are resolved and marked closed in the ticket system.


• Troubleshoot and resolve network switch and connectivity issues.


• Ability to terminate Cat5 and Cat6 cable.


• Ability to make adds/moves/changes to printers in the print server.


• Ability to make adds/moves/changes to phones, hunt groups, etc. in the portal. 


• Ability and willingness to travel to client sites as needed


• Ability and willingness to work overtime as needed


• Ability and willingness to work in a high-pressure environment.


• Ability to quickly learn new technology and software, specifically correct way to install and maintain.


• Must be able to work with user accounts in Active Directory.


• Create/Update documentation for all break/fix issues that are missing/incorrect.


• Maintain accurate Inventory and asset lists.


• Install operating system software, applications or images on computers.


• Install computers and peripherals as assigned.


• Perform maintenance, repair, replace or re-install operating system software or applications for computers and peripherals.


• Escalate unresolved issues to the IT Level II Lead prior to involving Level II Manager or Level III.


• Assist IT Level III Technicians and the Senior IT Administrator as needed.


• Completes annual compliance courses.


• Adheres specifically to all corporate policies and procedures. Also adheres to Federal and State regulations and laws; including, the Bank Secrecy Act and the Anti-Money Laundering Act.


• Adheres to all levels of our Service Excellence standards.


• Performs other duties as required.

GENERAL QUALIFICATIONS:

Knowledge & Experience:  These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position.  Individual abilities may result in some deviation from these guidelines.

• Associates Degree in Computer Science or related field.


• Minimum of two years experience working with desktops. 


• Work related experience should consist of duties in a business environment.  


• Educational experience, through in-house training sessions, formal school or financial industry related curriculum, should be business or financial industry related.


• Intermediate knowledge of Bank operations, products and services; related state and federal laws and regulations, and other Bank operational policies and procedures.


• Excellent organizational and time management skills – ability to work with minimal supervision.


• Intermediate skills in personal computer operation; mainframe computer system; word processing, spreadsheet and specialty software programs.


• Exceptional verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct personnel.

Physical Demands/Work Environment:  Vision, hearing, speech, dexterity, visual concentration.  A valid driver’s license is required.  Must have the ability to stand, walk, sit and use hands and fingers.  Must have the ability to work the hours and days required to complete the essential functions of the position, as scheduled.  The environment is a professional office with standard office equipment.

Cognitive Requirements:  Learning, thinking, concentration, ability to exercise self-control, ability to work in a customer relations’ environment.  Must be able to pay close attention to detail and be able to work as a member of a team.  Must have the ability to interact effectively with co-workers and customers, and exercise self-control and diplomacy in customer and employee relations’ situations.  Must have the ability to exercise discretion as well as appropriate judgments when necessary.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.