What are the responsibilities and job description for the IS Specialist II, Client Services position at STRIDE BANK NA?
The IS Specialist II, Client Services is responsible for providing advanced technical support to internal users and assisting Tier 1 support personnel with escalated issues. This role will play a crucial role in diagnosing and resolving complex IT problems to ensure the smooth operation of our organization's systems and applications.
PRINCIPLE DUTIES AND RESPONSIBILITIES
- Provides second-tier technical support to internal users, including troubleshooting complex hardware, software, and network issues.
- Analyzes and prioritizes escalated tickets from Tier 1 support, ensuring timely resolution and adherence to service level agreements (SLAs).
- Conducts in-depth root cause analysis of recurring issues and implements permanent solutions to prevent future occurrences.
- Collaborates with other IT teams, vendors, and third-party service providers to resolve complex technical issues.
- Assists with the deployment and maintenance of software updates, patches, and system configurations.
- Documents troubleshooting steps, resolutions, and best practices for knowledge sharing and training purposes.
- Participates in on-call rotations and provides after-hours support as needed.
- Assists with training new and existing employees on new updates/systems.
- Stays current with emerging technologies, industry trends, and best practices in IT support.
EDUCATION AND/OR EXPERIENCE
- High School Diploma or equivalent, required.
- 3-5 years experience in a technical support role, required.
- 1-2 years experience in a Tier 2 or equivalent capacity, preferred.
KNOWLEDGE, SKILLS, AND ABILITIES
- Proficiency in diagnosing and troubleshooting Windows operating systems, as well as enterprise applications and databases.
- Strong understanding of networking concepts, protocols, and security principles.
- Experience with remote desktop support tools, system monitoring, and ticketing systems.
- Excellent communication and customer service skills, with the ability to convey technical information to non-technical users.