Technical Support Specialist II

Technical Support Specialist II page is loaded## Technical Support Specialist II locations:
Perkasie, PAposted on:
Posted 30+ Days Agojob requisition :
R-100020
*
* Job description:

**** Essential Functions
***** Support
* *** Serve as a primary escalation point for all technical support issues from Tier 1, resolving complex problems related to hardware, software, networking, and user accounts.
* Maintain a high level of customer service for Bank personnel and customers regarding technology questions, support, and issues.
* Investigate and resolve escalated technical issues, performing root cause analysis to prevent recurring problems. This may involve collaborating with other IT teams or third-party vendors to find solutions.
* Provide on-site support to locations as needed and perform regular branch inspections.
*** Operational
* *** Perform operational duties to ensure the stability, security, and performance of IT systems, including user account management, system patching and updates, and routine monitoring of servers and network infrastructure.
* Install, maintain, and troubleshoot hardware and services for all business units, including endpoint hardware, software, phone systems, mobile devices, printers, multi-function devices, TCRs, video conferencing equipment, and network issues, while adhering to change control and asset management procedures.
* Perform installation and upgrades of server and desktop applications, following proper change control procedures.
* Utilize and support key IT platforms like Citrix, VMware, Azure, and Microsoft 365 to ensure seamless operations.
* Function as a liaison for team members when dealing with vendors in a technical capacity.
* Monitor and review network and security performance reporting and work with vendors to resolve problems.
* Assist in the maintenance, configuration, and upgrades of servers, network devices, and other critical infrastructure. This includes deploying software, managing system back-ups, and ensuring data integrity.
*** Administrative
* *** Participate in and contribute to IT projects and initiatives, such as system implementations, migrations, and infrastructure upgrades.
* Provide guidance and training to end-users on new software, hardware, and IT best practices to improve self-sufficiency and overall system security.
* Provide guidance and training to end-users on new software, hardware, and IT best practices to improve self-sufficiency and overall system security.
* Create and maintain comprehensive documentation for common issues, operational procedures, and system configurations. Contribute to the team's knowledge base to improve efficiency and facilitate knowledge transfer.
* Continuously look for ways to improve IT department processes and services.
* Assist in IT Department Disaster Recovery, support, documentation, and quarterly reviews.
** Education
* ** A bachelor’s degree or a relevant industry certification is preferred.
* Alternatively, 4–10 years of help desk, troubleshooting, and network experience, or equivalent applicable work experience, will be considered.
** Skills and Competencies**
* ** Communication**:
Ability to communicate technical information to non-technical Team Members, with exceptional customer service skills and the ability to interact well with Team Members, vendors, and customers.
* ** Technical Knowledge**:
Installation, configuration, and maintenance of user workstations, printers, phones, networks, and related hardware and software. Technical knowledge of Microsoft 365, Citrix, VMWare, and Windows Server environments.
* ** Problem-Solving**:
Ability to identify and resolve computer system malfunctions and operational problems, with strong analytical and problem-solving skills.
* ** Security**:
Knowledge of computer and/or network security systems, applications, procedures, and techniques.
* ** Organizational**:
Skill in organizing resources and establishing priorities. Ability to handle multiple concurrent projects in a high-pressure environment.
* ** Continuous Learning**:
Ability to learn and support new systems and applications.
** Compliance
* ** Comply with all applicable regulations and Bank policies regarding…