Support Center Technician

Overview

The Support Center Technician is responsible for providing technical hardware, software, and network problem resolution to all organizational users by performing question/problem diagnosis and guiding users through step-by-step solutions; clearly communicating technical solutions in a user-friendly professional matter; providing one-on-one end-user training as needed; troubleshooting network printer problems; and assisting other teams in the Information Technology department as needed. The Support Center Technician fields all Support Center calls from the organizational user base and creates the initial record of the request; resolves all Level One end-user problems over the phone; passes all Level Two requests on to appropriate support personnel; and contacts third-party vendors for warranty service repair.

RENASANT BANK IS AN EQUAL OPPORTUNITY EMPLOYER

Responsibilities

• Identify, diagnose and resolve Level One problems for users of the organizational network, including computer hardware and software, desk phones, mobile devices, copiers, printers and receipt printers
• Provide one-on-one end-user problem resolution over the phone for approved hardware and software
• Assist the Support Center Supervisor with asset tagging and tracking as needed
• Assist the Asset Allocation Team in the delivery, set up and configuration of end-user PC desktop hardware, software and peripherals
• Diagnose and resolve end-user printer, copier, PC hardware, software, phone, mobile device, email, Internet, remote access and LAN access problems
• Administer password resets for Active Directory, Voicemail, mobile devices and approved organizational software and applications
• Participate in after-hours support
• Perform other related duties as assigned

Qualifications

• High school diploma or equivalent required; Bachelor's degree in Computer Science or related field is preferred (or additional years of directly related experience, above the minimum, will be considered)
• Working knowledge of information system technologies, network, and computer security practices
• Proficient in Microsoft Office suite of products including Outlook, Word and Excel
• Working knowledge of practices and procedures of repairing computers, peripheral devices, cabling and telecommunications equipment
• General knowledge of hazards and acceptable safety standard
• Analyze, install and maintain computer systems and related equipment
• Must be able to prioritize and plan work activities as to use time efficiently
• Good verbal and written communication skills
• Ability and confidence in working with internal staff, management, third party vendors, auditors and bank regulators

Physical Demands

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand or sit; kneel, stoop, or squat; use hands or fingers to handle or feel objects, tools or controls; reach with hands and arms, and talk or hear. The employee is occasionally required to walk. The employee must occasionally lift and /or move up to 25 pounds. Specific vision abilities required by this job include close vision, peripheral vision, depth perception and the ability to focus.

Work Environment

The Bank's professional working environment requires employees to communicate effectively, both verbally and in writing. Employees must demonstrate strong interpersonal skills when working closely with internal business partners and external clients. Employees may be exposed to confidential and propriety information within the working environment, therefore, must uphold confidentiality at all times. Due to the possibility of being exposed to high risk situations (i.e. robbery), detailed instructions and procedures are required to be followed at all times to safeguard the Bank's employees, customers, and assets.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. The principal duties and responsibilities enumerated are all essential job functions except for those that begin with the word "May".

This job description is intended to describe the normal level of work required by the person performing the work. The principle duties outlined are the essential responsibilities and duties. Other duties may be assigned as needs arise. Job requirements and/or processes may be modified to reasonably accommodate persons with a disability as required by law.

This description is not intended as a contract and is subject to change. Any written contractual agreements supersede this job description.