Address
Form of workThe estimated salary for this position is $55,000-$75,000/Annually.
Duties and Responsibilities/Results:
- Provide first-line technical support to end-users, addressing login issues, password resets, account set-up, hardware and software issues, in line with service level agreements.
- Collaborate with end-users by analyzing hardware/software problems and where necessary repair or replace defective equipment. Resolve problems and determine solutions by asking questions, running diagnostic tests, analyzing error reports, and testing various alternatives.
- Maintain the Bank's technology hardware by performing maintenance on all computer equipment, network equipment, and peripherals, Bank wide.
- Configuration of new hardware/software.
- Assist in the training of users on the use of system hardware/software.
- Respond and resolve helpdesk tickets in a timely and efficient manner. Escalate complex technical issues to the appropriate teams for resolution.
- Maintain accurate records of support requests, resolutions, and equipment inventory. Document standard operating procedures and troubleshooting steps.
- Collaborate with other IT team members to implement system enhancements and upgrades.
Qualifications & Skills:
- Provide friendly and responsive technical support to end-users with a focus on customer satisfaction
- Proactively communicate with end-users to keep them informed about the status of their support requests.
- Strong troubleshooting skills and the ability to work independently and as part of a team.
- Thorough knowledge of computer hardware, printers and peripherals and telecommunications concepts.
- Knowledge of Microsoft Windows 10/11 operating systems, both physical and virtual via VMWare Horizon.
- Application knowledge including Office 2016, O365, Adobe Acrobat, video conferencing platforms, and other banking technologies. Familiarity with FISERV (Nautilus, DNA, etc.)
- Understanding of Apple based iOS products preferred but not required.
- Familiarity with networking concepts such as TCP/IP, DNS, DHCP, LAN/WAN.
- Requires fulltime access to a car for field support work. A substantial amount of time will be spent visiting office locations in metro NYC and Long Island area.
- Ability to lift items up to 50 lbs.
- Excellent communication and interpersonal skills.
- Ability to prioritize and manage multiple tasks.
- Adapt to changing schedules and provide availability for rotating shifts including weekends.
Education and Experience:
- Bachelor’s degree in Information Technology, Computer Science, or related equivalent experience required.
- Technical certifications such as Comp TIA A+ preferred but not required.
- Prior experience as an IT Services Technician required.
