Systems Support Technician II

Salary Grade:15

Provides first level support for end-users with software applications, operating systems, computer hardware and peripherals. Answer and resolve calls placed to the Service Desk using call/ticket tracking software to log and monitor progress. Build and maintain bank PC workstations and related equipment. This position has on-call responsibilities in a rotation with other members of the team. Flexibility and willingness to work outside normal hours required due to the nature of the job requirements, service interruptions, project work, etc.

Provides first level support for end-users with software applications, operating systems, computer hardware and peripherals. Answer and resolve calls placed to the Service Desk using call/ticket tracking software to log and monitor progress. Build and maintain bank PC workstations and related equipment. This position has on-call responsibilities in a rotation with other members of the team. Flexibility and willingness to work outside normal hours required due to the nature of the job requirements, service interruptions, project work, etc.

(Minimum education required to perform the duties of this position)

• Minimum of 3 years of technical support experience, preferably in a financial services environment.
• Associates degree, or relevant certifications a plus

• Service desk (or customer service) experience required
• Ability to resolve and troubleshoot technology issues/requests independently
• Proven ability to provide training and guidance to other system support techs
• Strong knowledge of PC hardware, operating systems, Local Area Networks, Wide Area Networks, Internet browsers, Microsoft 365, and Active Directory
• Experience/knowledge of Configuration Manager (SCCM)
• Strong technical aptitude
• Must have cyber security awareness to protect the digital environment, the Bank, and customers.

• Driven by a customer-first mindset and willingness to help
• Strong organizational, communication and problem-solving skills required
• Always conducts his/herself in a professional manner
• Timely resolutions/closure on support requests
• Flexibility in hours worked
• Team mentality
• Accurately follows all departmental procedures
• Ability to multitask, work under pressure and prioritize tasks effectively

(Physical effort generally associated with positions)

Incumbents must be able to perform the following activities frequently or continuously throughout the workday as appropriate to the position: travel throughout the Bank’s primary and secondary market areas (which are beyond Cape Cod), bend, carry (one and two hands), collate papers, dial a phone, file records, hear at normal speaking levels, hold items with hands, lift up to 50 lbs.,

move throughout building, operate office equipment (fax, copier, phone, computer, etc.), computer input for extended periods of time, read English, see well enough to scan documents with detail, sit for up to two hours at a time, stand for short periods of time, speak on the telephone and in person, write with hand, and work at the Bank’s facilities.

* Reasonable accommodation may be available for qualified individuals with disabilities

(Typical working conditions with this type of work and environmental hazards, if any, that may be encountered in performing the duties of this position.)

-- work is normally performed in climate-controlled office environment, where exposure to conditions of extreme heat/cold, poor…