IT​/Tech Technician, HelpDesk​/Support

Ameris Bank is a purpose-driven company, dedicated to bringing financial peace of mind to communities, one person at a time. Whether a customer wants to grow their business, buy a home, or feel confident in their retirement plan, they have a partner in Ameris Bank. We serve customers in our locations across the Southeast, Mid-Atlantic and nationwide through our extensive digital offerings and mobile app.

Delivering financial peace of mind starts with a team that values integrity and rewards ingenuity. At Ameris, you’ll find teammates who are inclusive, collaborative problem-solvers who go the extra mile to support one another and to meet every customer’s needs. When teammates are empowered and bring their diverse perspectives to the table, we create the best possible outcomes for our customers.

At Ameris, we know that a growth mindset is key for high performance and fosters an environment that prioritizes continuous improvement. Teammates have access to Employee Resource Groups that serve as advocates and allies as well as professional development opportunities to drive ongoing education. Learn more about our purpose and how you can bring it to life as an Ameris Bank teammate.

The Technician is responsible for the management and efficient processing of a multitude of different IT support requests while providing excellent customer service skills to company colleagues and affiliates. Performs other projects and duties as assigned.

Essential Functions, Duties, and Responsibilities:

· Utilize critical thinking and expertise in order to properly diagnose and repair a wide variety of computer, peripheral, network, and software-based issues.

· Demonstrate a good ability to properly organize and maintain a Service Desk work queue.

· Keep calm and focused during times of high workload or increased volume.

· Provide rotational support to colleagues after normal business hours.

· Assist with the process of ticket escalation through direct communication with upper level support groups.

· Troubleshoot moderate to advanced level email issues over a cloud-based Exchange Server.

· Provide end-user Customer support for Remote Deposit Check Scanners including installation, triage, and replacement.

· Execute impeccable standards for diffusing and de-escalating scenarios where a customers or users may be unhappy.

· Support internal branch colleagues with bank-specific software and hardware issues.

· Provide quick assistance to colleagues who are locked out of banking systems or require password resets.

· Support and triage of FIS banking systems including, but not limited to IBS Insight, Teller Insight, Vision Content, and eWire.

· Support of Telephony software and triaging Cisco IP Phones.

· Support of Faxing system, Right Fax.

· Support of colleague Mobile Devices (both hardware and applications) such as iPad, iPhone, and Android phone.

· Work in Verizon systems to troubleshoot, enable, and disable Ameris issued mobile devices.

· Assist with building access through use of secure door access fobs and alarm codes.

· Work assigned tasks for both New Hires and Off-Boarding.

· Part-time facilitation of Helpdesk tickets from an unassigned status to their appropriate destination.

· Demonstrate good knowledge of McAfee Endpoint Security products and how to properly triage issues.

· Diagnose and repair issues with Proxy Clients such as Websense or ForcePoint.

· Support remote users through triage of issues with the internal Microsoft VPN, Direct Access.

· Assist with replacement of various computer hardware and ship to the appropriate destination through Fed Ex services.

· Provide first level triage of network copiers/printers; escalation to third-party copier support companies.

· Process work and requests by way of Reconciliation Reports in Service Desk.

Required Knowledge, Skills and Competencies:

· Have a fundamental knowledge of Office 365 products and how to support them.

· Strong technical knowledge of network and PC operating systems.

· Strong technical knowledge of current network hardware, protocols, and standards.

· Extensive application support experience.

· Excellent understanding of the organization’s goals and objectives.

· In-depth…