IT Support Specialist III

Populus is an amazing company where our employees stay because they love their teams and the growth opportunities. Additionally, we offer a competitive 401K match, a generous paid time off package, and Health Benefits.

Our mission is to provide a broad range of quality financial products and services delivered with best-in-class customer service. We work and lead with integrity, and we celebrate employees who exemplify our values. Come join our team!

The IT Support Specialist III is responsible for supporting advanced technical issues for 500 Corporate Staff, at both and corporate office locations and regional office locations. This role will maintain user lifecycle, perform hardware/software installations, perform troubleshooting, and improve IT systems/processes through creation of SOP/Knowledgebase documentation. The IT Support Specialist III will serve as the subject matter expert for the team and operate as a technical escalation point for the tiers 1 and 2 analysts as needed.

Duties and Responsibilities

• Tier 1-3 corporate technical support via phone, email, and ticketing system submissions.
• Provide troubleshooting support for a variety of hardware and software issues, handling ticketed requests escalated from tier 1 and 2 specialists.
• Respond to emergency situations as needed and properly follow escalation paths.
• Prepare written materials (e.g. reports, memos, letters, procedures, system level documentation, etc.) for the purpose of documenting activities, providing written reference, and/or conveying information.
• Consult with IT Management and other departments as needed.
• Install, configure, and replace hardware (e.g. printers, scanners, workstations, phones, etc.).
• Install, configure, and replace a wide array of software systems.
• Resolve service requests via ticketed submissions within established service level agreements.
• Package, ship, and track all shipments to and from remote office locations.
• Collaborate with Information Security and Infrastructure teams to ensure all systems are compliant with Payment Card Industry Data Security Standards.
• User lifecycle maintenance (e.g. account creation/removal, unlock/reset, licensing, etc.)
• Configure and maintain user and device governance policies relating to user accounts and endpoints.
• User administration in on-prem and cloud software systems (Exchange, Active Directory, IBMI AS400).
• Identify recurring support trends and produce Knowledgebase documentation including training and educational material to both corporate support team and end users.
• Perform other duties or special projects as assigned by management.

Key Competencies:

• Proactive thought process and communication.
• Critical thinking and analytical troubleshooting.
• Aptitude and desire to learn new technologies.
• Strong organization and note taking skills.
• Strong verbal/written communication, time management, phone etiquette, and conflict resolution skills.
• Strong problem-solving skills.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the major responsibilities.
While performing the duties of this job, the employee is regularly required to sit, stand, or walk; use hands to finger, handle, or feel; reach with hands and arms; stoop or bend; and talk or hear. The employee must occasionally lift and/or move up to 50 lbs. Must have appropriate vision to see up close, and at a distance with ability to adjust vision and focus.

Position Type/Expected Hours of Work

This is a full-time position, days and hours of work are Monday through Friday, 8:00 a.m. to 5:00 p.m. CT. This position might require after hours and weekend work.

Travel
N/A

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in some work environments can be moderate.

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted, as a comprehensive inventory of all duties, responsibilities, qualifications required of employees assigned to this job.

EEO Statement

Populus Financial Group is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. In compliance with applicable law, Populus Financial Group does not discriminate against any applicant or employee on the basis of race, color, religion, creed, sex, sexual orientation, gender (including gender nonconformity and status as a transgender or transsexual individual), national origin or ancestry, ethnicity, age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, pregnancy status, or any other protected classification. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotions, discipline, compensation, benefits, and termination of employment.