IT Support Specialist II bei Poppy Bank

Description

The IT Support Specialist II is a key member of the Poppy Information Technology (IT) team, responsible for maintaining and enhancing our technology environments. This role involves analyzing requirements, resolving technical issues, handling escalations from Level 1 support, recommending improvements, and deploying hardware and software solutions. The ideal candidate is self-sufficient, experienced, and capable of working independently with minimal supervision, while also collaborating closely with internal teams—including IT, Information Security, and external managed service providers.

This position provides both onsite and remote support for a wide range of technologies, including workstations, servers, printers, networks, VoIP systems, peripherals (e.g., receipt printers, signature pads), and vendor-specific hardware and software. The IT Support Specialist II plays a critical role in ensuring a seamless technology experience for employees and supporting daily Bank operations.

As a primary point of contact for IT and networking requests, the team operates with agility and a strong commitment to customer service and problem-solving. The role frequently interfaces with operations and engineering teams to coordinate, escalate, and resolve issues. Positioned as a mid-level support role, the IT Support Specialist II is distinguished by its broader responsibilities and more complex assignments, serving as both a liaison and escalation point between Level 1 and Level 3 support. This position requires that the individual work in office.

Ensures compliance within all Bank policies and procedures, as well as all applicable state and federal banking regulations.

Essential Duties and Responsibilities include the following:

• Respond to escalated technical support requests from Level 1 and act as a delegate for Level 3 when needed.
• Provide remote and onsite support for hardware, software, and network issues via phone, email, and ticketing system.
• Serve as a secondary point of contact for vendors and managed service providers for support and MAC (Moves, Adds, Changes) requests.
• Collaborate with IT leadership, including the VP IT/Facilities Manager, SVP Information Technology Officer, and SVP Information Security Officer, on support initiatives and project execution.
• Mentor and train junior support staff; track and report progress to IT leadership.
• Document and maintain internal IT workflows, procedures, and technical guides for employee use.
• Identify recurring issues and trends; recommend proactive solutions to mitigate future disruptions.
• Perform scheduled system checks, software updates, and hardware upgrades, including occasional after-hours work.
• Support installation, configuration, and maintenance of computers, phones, peripherals, and related systems.
• Conduct user training sessions on hardware, software, and peripheral usage.
• Ensure timely escalation of unresolved issues to minimize business disruption and downtime.
• Maintain accurate records of support requests, incidents, and resolutions in the ticketing system.
• Communicate effectively with end-users regarding issue status, planned changes, and outages.
• Develop expertise in internal applications and assist with troubleshooting and issue resolution.
• Foster collaboration between IT, end-users, and other departments to improve service delivery.
• Uphold high standards of customer service and continuously seek ways to improve user satisfaction.
• Minimum of 10 hours CRA volunteer hours per year. Volunteer hours are typically scheduled within business hours. This is compensable time and mileage is reimbursed
• Other duties as assigned.

Supervisory Responsibilities: None

Qualifications:

• Minimum of 6 years of hands-on experience in PC and network troubleshooting, repair, and cabling.
• Two or more current certifications preferred: A+, Network+, CCNA, MCSA, MCP, Microsoft Endpoint Administrator Associate, or equivalent preferred.
• Degree in Computer Technology or related field, or equivalent combination of education and experience.
• Proficient in supporting and troubleshooting Windows 10/11, Server 2016/2019, Office 2019, and Microsoft 365 environments.
• Strong understanding of Active Directory, Exchange, networking protocols (TCP/IP), RDP/RDS, and virtual environments.
• Advanced knowledge of networking technologies including firewalls, LAN/WAN, wireless, VPN, and VLANs.
• Skilled in remote and onsite support for desktops, laptops, printers, mobile devices (e.g., iPads), and peripherals.
• Experience with helpdesk operations, customer service, and desktop support in fast-paced environments.
• Ability to create and maintain technical documentation for both administrators and end-users.
• Familiarity with patch management, vulnerability remediation, and remote monitoring tools.
• Strong organizational skills with the ability to manage multiple tasks and meet deadlines.
• Excellent interpersonal skills; able to work effectively with internal teams, external vendors, and stakeholders.
• Demonstrated ability to train others and contribute to cross-functional teams.
• Reliable transportation and willingness to travel to various locations as needed.
• Self-motivated, adaptable, and committed to continuous learning and improvement.
• Ability to multi-task in a fast-paced environment

Physical/Mental Demands & Work Environment:

The incumbent in the course of performing this position frequently spends time writing, typing, speaking, listening, operating basic business equipment, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, walking, standing, reading documents or instruments, detailed work, problem solving, client contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, multiple concurrent tasks, and constant interruptions in a fast passed environment. The incumbent for this position will occasionally lift up to 50 pounds, pull, squat, kneel and reach. The incumbent is in a non-confined office-type setting in which they are free to move about at will. The work environment is typically quiet to a moderate noise level.

Travel is required to assigned branches. It is primarily local during the business day, and occasionally there will be out-of-area and overnight travel. 

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Management reserves the right to change this position description at any time. 

Requirements

See qualifications above.

Poppy Bank provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

For San Francisco Postings, review Fair Chance Ordinance.

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