IT Support Services Specialist II

Responsible for performing a variety of duties to include; act as a technical assistant to the Information Technology staff, by providing level 2 support in response to end user and IT staff needs. To assist with hardware and software implementations and configurations on supported platforms. To provide system or application configuration, integration, or recovery services in response to end user service interruptions. As part of the Information Technology department, this individual has responsibilities for all systems supported throughout the entire enterprise (all affiliate companies and businesses belonging to the holding Company).

• Monitor and respond to incidents escalated from level 1. Assume ownership of incident and make determination of when/if escalation to Level of ITS Leadership is necessary. Communicate with end user when issue is closed.

• Apply fundamental knowledge to meet customer requirements for hardware and software services.

• Work with third-party vendors to resolve issues with vendor hardware software and during a system installation or upgrade as appropriate.

• Serve as liaison between level 1 and level 3 for critical incidents.

• Coordinate communication to end users during critical incidents.

• Provide training for end users and IT staff. Advise and assist with the development of appropriate training programs. Provide individual training (1:1) as appropriate.

• Assist in the design and maintaining training manuals and Support Services knowledgebase.

• Maintain knowledge of operating systems, configurations of both software and hardware, system monitoring, and system problem diagnosis and resolution.

• Maintain working knowledge of end user workflows and business processes supported by hardware, software and third-party solutions.

• Provide technical assistance on infrastructure/network projects, or projects requested by the end-user.

• Monitor physical and environmental conditions relating to the network and core infrastructure as well as security related issues in accordance with standards.

• Occasional travel required for training, regional projects or offsite meetings.

• All other duties as assigned.

• An Associate’s Degree or equivalent related specialized training or experience.

• Minimum of five (5) years’ experience in a related role providing end user support.

• Previous experience with computer hardware and software, including familiarity with computer networks.

• Ability to prepare a detailed recording of all work in knowledge base, accurate and adequately documented in adherence to department procedures, and for external auditors/regulators.

• Strong interpersonal relations and communication skills required with an ability to communicate with a variety of audiences.

• Strong customer service skills.

• Knowledge and understanding of data processing concepts.

• Familiarity with banking software application functionality preferred.

• Experience using or supporting information system applications or microcomputer systems preferred.

• Occasional travel required for training, regional projects or offsite meetings.