Support Technician Ii - 2Nd Shift

Summary

As part of a diverse and skilled Managed Services team, you will be tasked with handling support requests to UFS bank customers. You’ll answer questions via phone and e-mail about IT applications and functions, issue resolution, and end-user training. This position works under the leadership of the Managed Services Manager and in collaboration with other teammates across the company.

Knowledge and Skills

• Enjoys working in a team-oriented, collaborative environment
• Excellent communication skills, founded in being a good listener
• A desire to provide an exceptional customer experience
• An understanding of support tools, techniques, and how technology is used to provide services
• Understanding of operating systems, business applications, printing systems, and network systems
• Strong analytical, creative problem-solving, and troubleshooting abilities
• Able to excel at managing multiple projects and responsibilities with a focus on accuracy and details
• Desire to continually improve and contribute to our Purpose of Empowering Community Banks and our People to Thrive – Together

Essential Duties and Responsibilities

• Test and deploy new software and procedures, installations, conversions, and upgrade activities
• Rollout patches following Tier III approval and verification
• Install, configure, harden, and maintain hardware, software, and related Microsoft technologies
• Act as escalation point for Tier I Support service requests
• Provide training and FAQ documentation for Tier I Support
• Participate in assessments, project planning, and client meetings
• Participate in rapid response to system outages
• Work with third party vendors on behalf of customers
• Occasionally provide in-person support to customers visiting our office and onsite support to customers in their offices
• Troubleshoot and resolve issues for backups, remote access, and connectivity
• Log, prioritize, and track requests, including documenting actions taken to resolve requests
• Maintain and update documentation
• Accurately onboard UFS products for customers

Education and/or Experience

• Prior experience providing customer service via phone or in-person preferred
• Completed IT degree or relevant certificates
• 3+ years IT support experience desired
• Robust understanding of operating systems, business applications, printing systems, and network systems
• Robust understanding of remote support tools, techniques, and how technology is used to provide services
• Experience using a ticketing system / RMM tool and PSA system

Physical Demands

While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or touch objects, tools, or controls. The employee frequently is required to talk or hear. The employee is occasionally required to stand; walk; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds, usually waist high, up to 50 feet away. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Work Environment

• Typical office environment
• Up to 20% travel time may be required

Who is UFS?

UFS is the community bank technology outfitter that inspires confidence for community banks, by providing purpose-built solutions that make technology work for them, instead of the other way around.

Founded in 1991, our purpose is to Empower Community Banks and Our People to Thrive – Together. We live that Purpose by always putting people first in our decisions and actions.

Our engaged culture is strongly influenced by the passion our team members bring while serving Community Banks and their communities. We believe in encouraging confidence in each other and delivering solutions that make our customers confident with us. To that end we seek out problem solvers, creative thinkers and engaged individuals that thrive in a fast-paced yet supportive environment.

We believe engaged employees lead to loyal customers, which in turn drives results for our business. We are caring, intense, and approachable, and have a lot of fun along the way. You might find us out on the patio playing cornhole or playing games during our virtual family fun nights.

Benefits

• Health, Dental & Vision Insurance; eligible Day 1 of Employment
• 401k Match of 100% up to 6% of your Salary
• Paid Holidays
• Vacation & Sick Time
• Volunteer Time Off
• Opportunities for Advancement
• Gym Membership Reimbursement Program
• Wellness Program to lower your Monthly Premium
• Child Fundraiser Donation Program
• Matching Gifts Program
• Employer Paid Premium for Life Insurance
• Short/Long-Term Disability Coverage
• Flexible Spending Healthcare Accounts
• Employee Referral Benefits
• Fun Employee Events - Lunch & Learns, Celebrations, Summer Events
• Robust Leadership Development Program
• Employee Assistance Program

The above statements reflect the general details necessary to describe the principle functions of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation.