Services Technician III

Overview

United Community Bank is a great place to work, and this team is no exception! The team plays a critical role in supporting all the UCB users to enable them to perform key functions within the bank and deliver service to our customers. Just like the bank overall, this team works together for the good of our customers, and that is done through excellent end user support for UCB’s technology systems.

As a Services Technician III employee on the Service Desk team, this person will have more complex tickets assigned to them for a higher quality of end-user support, improved customer satisfaction ratings, and optimized processes in delivering excellent customer service. This person also acts as a liaison with other IT support teams to ensure tickets are resolved within the Service Desk, when possible, before being escalated to other teams.

Additionally, this person will be responsible for all follow-up activities, and document creation to ensure proper resolution for the Service Desk team.

• Assist with daily duties and after-hours tasks of the Service Desk as necessary.
• Work closely with Systems Analyst, Systems Engineering and Networking teams to accomplish upgrades, testing, projects, and implementing new solutions for our end user base.
• Collaborate/assist Systems Analyst, Systems Engineering and Network teams with troubleshooting issues as a single point of contact.
• Work with administrator of current ticketing software to ensure needs are properly met to efficiently manage tickets.
• Communicate as necessary with management as to the status of outstanding problems, issues and projects. Additionally, will take responsibility for interdepartmental communication as well as with the end users.
• Create and maintain Service Desk documentation as needed.
• Escalate Incident tickets to Problem status when appropriate while informing Service Desk Manager of situation
• Take responsibility for the resolution of Problem tickets including the initiation of a Problem resolution conference call with the pertinent IT support teams.
• Take incoming calls from United Community Banks branch locations as necessary.
• Assist with Branch visits for ticketed work within travel scope, as needed.
• Ensure that staff appropriately utilize Service Desk software applications.
• Assist Technology Support Manager with cross training the Service Desk team members, so they can support any specific escalation procedures.
• Complete initial and ongoing corporate training, including Bank Secrecy Act/Anti-money laundering training, suitable to his or her position within the bank.
• Other duties as assigned

General Education & Experience

• High school diploma required, college/technical training desired
• 6+ years related Technology Systems experience (VDI, Windows Server, networking, Windows 10, etc.)
• 4+ years Technology Service Desk experience

Business / Non-Technical Skills & Experience

• Proven leadership skills on technology support teams
• Excellent organizational and time management skills
• Effective verbal and written communicator
• Demonstrated expertise in customer service over the telephone
• Thrives working in a group environment

Technical Skills & Experience

• Must have a general working knowledge of personal computers, Windows 10, networks, and printers
• Technology problem solving skills
• Ability to support users working in a virtualized Citrix desktop (preferred)
• Participate in all required compliance training, including Bank Secrecy Act/anti-money laundering training, as well as internal and external training programs, online training, meetings, and seminars/conferences, etc.

• Must be able to pass a criminal background and credit check

SUPERVISORY RESPONSIBILITY

This position does not manage employees

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