Administrative Skills, Analysis Skills, Business Continuity Planning (BCP), Communication Skills, Computer Mouse Hardware, Computer Workstations, Customer Relations, Develop and Maintain Customers, Disaster Recovery, Documentation, Establish Priorities, Hardware Installation, Help Desk, ITIL (IT Infrastructure Library), Identify Issues, Information Technology & Information Systems, Information Technology/Systems Audit, Keyboards, Lift/Move 50 Pounds, Microsoft Certifications, Multitasking, Network Administration/Management, Organizational Skills, Presentation/Verbal Skills, Problem Solving Skills, Regulations, Regulatory Compliance, Risk, Risk Analysis, Software Administration, Software Installation, Systems Administration/Management, Systems Maintenance, Tape Backup, Team Player, Technical Support, Time Management, Trouble Tickets, Willing to Travel, Writing Skills
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Description
General Job Summary
The IT Support Technician II is responsible for responding to help desk requests, user management, assisting with administration of all network systems and applications, and assisting with projects of various size and scope.
Summary of Essential Job Functions
- Responds to help desk requests efficiently, thoroughly, and timely.
- Completes all user management activities, including new user setup, terminated user shutdown, workstation maintenance and setup, phone user maintenance, and access changes. Documents all changes and takes accountability for these changes.
- Completes hardware management activities, including equipment ordering, inventory, tracking, installation, troubleshooting, and maintenance.
- Manages application of software updates, performs daily maintenance on current systems.
- Assists with regulatory compliance projects and documentation as needed, including but not limited to vendor risk reviews, department risk assessments, PC and iSeries operation, disaster recovery and business continuity plans, and IT audit and exam preparation and follow-up activities.
- Perform software and hardware installation and maintenance as directed by management.
- Perform tape backups of essential libraries.
- Collect and manage reports.
- Print coupons, letters, checks, and other statements.
- Ensures all tasks are completed each evening.
- Ensures trouble tickets are managed appropriately to ensure clear and concise communication updates in each trouble ticket. Follows through updating tickets from start to close.
- Willing to travel on occasion, as needed, for remote office support.
Other Job Functions
- All other duties as assigned by management.
Requirements
Education, Training and Work Experience
- Bachelor's degree in related field or equivalent work experience preferred.
- 3 to 5 years of related IT experience highly preferred.
- Technical Certifications (Microsoft, ITIL) preferred.
Knowledge, Skills and Abilities
- Maintain & foster positive relationships with customers and business partners.
- Complete all assigned training in a timely manner.
- Provide professional communication in both oral & written expression.
- Excellent time management skills, meets deadlines, and is results-oriented.
- Highly organized and able to multi-task productively.
- Proactively seeks feedback on project and task prioritization as needed.
- Strong verbal and email communication skills to work effectively with users and management.
- Strong written communication skills to thoroughly and succinctly document work.
- Maintains high personal standards of performance.
- Has thorough knowledge of and complies with applicable laws and regulations.
- Able to handle highly sensitive information, maintaining confidentiality of customers personal information.
- Self-motivated and able to work with minimal supervision.
- Takes ownership for the successful completion of projects and tasks.
- Provides no formal directions of others.
- High degree of accuracy and dependability.
- Able to work productively with others to ensure the successful completion of assignments.
- Represents the Company in a professional and responsible manner at all times.
- Excellent problem-solving skills.
- Excellent analytical skills.
- Technical aptitude.
- Flexibility and adaptability are required as technology and needs change.
- Reliability.
Working Environment
Primary working environment is within an indoor climate-controlled office space and/or a private home office or some combination which will be at managements sole discretion. Employee may be subject to florescent lighting, dust, and other normal indoor allergens. Employee may work in close proximity of coworkers and occasionally independently in quiet environments.
Physical Requirements
- Able to lift up to 50 pounds.
- Extended periods of sitting (at computer desk).
- Ability and means to travel on a flexible schedule as needed.
- Frequently standing or moving.
- Complete repetitive tasks (including operation of computer mouse/keyboard).
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
The hourly range for this role takes into consideration a wide range of factors including but not limited to the duties of the role, experience, location, and certificates and/or education. The target salary range for this position is between $29 and $33 per hour.
University Bank is an Equal Opportunity / Affirmative Action Employer