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SalaryJob Summary: This position will provide support to end user site support on a variety of issues by responding to phone calls, emails, and personnel requests for technical support. The support technician will identify, research, procure, setup and train users on a variety of IT and bank systems/application related topics. Monitoring and resolving tickets in a timely order. This person is the front line of IT and will usually be the first point of contact.
In this role, you will have the unique opportunity to support and develop our banking product strategy, driving growth and profitability for our business. We are looking for a candidate with a background in banking with commercial banking experience a plus and a passion for delivering exceptional products and services IT support.
This role will report to Desktop and Product Support II. The ideal candidate will work closely with internal and external stakeholders to gather insights, understand current business process, challenges, and opportunities. Work closely with technology, sales, and other cross functional teams to determine plans for product implementation, upgrades, and deployments.
Essential Functions:
- Manage and prioritization the resolution of the IT support tickets.
- Respond to help-desk calls and emails.
- Setup new end user(s) with system or application access.
- Maintain and audit existing end user(s) and/or IT asset inventory.
- Assist with end-user training.
- Modify, manage, and implement backend core banking systems change when necessary or requested.
- Support a team of product managers to ensure the successful development, launch, and ongoing management of commercial banking products.
- Monitor and analyze product performance metrics, making data-driven decisions to optimize product offerings and drive revenue growth.
- Stay updated on industry regulations and compliance requirements related to commercial banking products, ensuring all products are in compliance with applicable laws and regulations.
- Assist in conducting market research and analysis to identify market trends, customer needs, and competitor offerings to inform product development decisions.
- Provide after-hours or weekend support as needed on rotating schedule.
- A minimum education level of a High School Diploma or GED. Bachelor’s Degree preferred.
- 2 - 3+ years of desktop support experience in corporate environment.
- 2 - 3+ years of banking products and services.
- Must be able to lift 50 lbs. without requiring special assistance.
- Willing to learn in a face paced, high energy department.
- Strong customer service-oriented skills.
- Good orientation toward business goals and objectives.
- Strong written and oral communications skills.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- General understanding of IT operations, theories, principles, and practices.
- Experienced with computers, computer components, and Windows desktop operating systems.
- Strong Microsoft Office, Excel, knowledge preferred.
