What are the responsibilities and job description for the IT Support Tier II position at b1BANK?
Summary:
IT Support Tier II on is responsible for level II support for all users, AIOs, Surfaces, and other related equipment. Tier II personnel will be responsible assisting Tier I support with Call Center, which includes answering IT support calls and creating tickets based on those calls. Responsibilities including addressing IT Support tickets and escalating tickets to IT Infrastructure and IT Solution. Tier II personnel will assist End User Services Manager routine maintenance, operational changes, and special projects.
Essential Duties and Responsibilities include the following:
- Assist all desktop support personnel and processes to ensure timely resolution of all IT related trouble issues.
- Assist with Tier I IT Support Call Center duties.
- Maintain quality assurance processes to ensure support levels meet or exceed Bank expectations.
- Build rapport and elicit problem details from help desk customers.
- Accurately document tickets with steps taken and final resolutions.
- Apply diagnostic utilities to aid in troubleshooting.
- Prioritize and schedule problems. Escalate problems (when required) to the IT Operations Assist with projects related to IT support.
- Assists with maintenance and operation of Bank’s network server systems and communications infrastructure.
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
- Test fixes to ensure problem has been adequately resolved.
- Perform post-resolution follow-ups to help requests.
- Develop help sheets and knowledge base articles for end users.
- Perform related duties consistent with the scope and intent of the position.
- Follows the established Bank procedures for new hardware implementation.
- Documents all maintenance performed on network, PC, server, and communications systems.
- Assists Management with special projects as directed.
- Maintains confidentiality in dealing with special projects and IT dealings.
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Education And/Or Experience:
High School Diploma or GED required, 4 year post-graduate degree preferred
Knowledge of basic computer hardware.
Experience with desktop operating systems including Windows 7, 8,and 10.
1-3 years application support experience.
Working knowledge of a range of diagnostic utilities.
Good understanding of the organization's goals and objectives.
Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Strong documentation skills.
Equal Opportunity Employer/Disabled/Veterans
Job Type: Full-time
