Senior Support Specialist presso US Century Bank

Description

The Senior Support Specialist role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help/technical requests and escalating incidents when considered appropriate and necessary to maintain SLA (Service Level Agreement) expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. This role will also be the point of escalation for IT related issues. 

Requirements

Essential Duties and Responsibilities: 

• Provide escalated technical support with the IT department
• Train junior level staff members
• Create proficient documentation and Standard Operating Procedures
• Train end users on technology solutions deployed 
• Manage call recording stations for end users
• Monitor Identity Access Management for enrollments and logging 
• Access firewalls to verify end user data connectivity
• Finalize On-Boarding and Off-Boarding process
• Manage and administer Service Desk platform 
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Alert management to emerging trends in incidents.
• Assist in software releases and rollouts and communication to the end users according to the company’s Change Management policies and procedures.
• Field incoming requests to the Service Desk via telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
• Build rapport and elicit problem details from external and internal customers.
• Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician.
• Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and FAQ (Frequently Asked Questions) resources on the Internet/Intranet to aid in problem resolution, in collaboration with System Administrator.
• 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, installing hardware, implementing file backups, and configuring systems and applications.
• Monitor desktops and laptops for vulnerability irregularities. 
• Perform security vulnerability remediation monthly.
• Assist in configuring and deploying infrastructure equipment.
• Test fixes to ensure the problem has been adequately resolved.
• Perform post-resolution follow ups to help requests. 
• Develop help sheets and FAQ lists for end users.
• Reinforce SLAs (Service Level Agreement) to manage end-user expectations.
• Perform other duties as needed by the Manager. 

Qualifications/Requirements:

• High School Diploma or equivalent. College preferred.
• A+, Net + certifications

USCB Policies and Procedures: All officers and employees of the bank are to maintain an understanding of all USCB Policies and Procedures as outlined in the bank’s shared drive. All employees are to follow said policies and procedures and report any knowledge of a variance of the same.

Additional qualifications and requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may enable individuals with disability to perform the essential functions.

Language Skills: Ability to read, analyze, and interpret common business, banking, documents. Able to respond to common inquiries or complaints from customers or members of the business community. Ability to write reports and business correspondence conform to prescribed style and format, relate well with others and quickly create a working rapport. Can present information to management, employees, and customers.

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 essential functions. 

While performing the duties of this job, the employee is frequently required to stand, walk, sit, use hands to finger, handle, or feel objects or controls; reach with hands and arms; and talk or hear. The employee is occasionally required to stoop, kneel, crouch, or crawl. 

The employee must frequently lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision. 

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 work environment is a climate-controlled office setting where the noise level is usually moderate.

Work Habits: Include regular attendance, teamwork, initiative, dependability, and promptness.

Disclaimer: This job description is not an employment agreement or contract. Management has the exclusive right to alter this job description at any time.

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