Modern Workforce Technology Engineer II

Overview Accountable for providing modern desktop support and end-user technology services, including receiving and responding to incoming support calls, deploying and troubleshooting hardware and software, supporting telephony, virtual environments, mobile device management, network connectivity, video conferencing, print/scan, and other workplace technologies. Serves as subject matter expert for several technologies in the end-user computer space. Follows processes to engage other IT teams (e.g., Network, System Administration, Cybersecurity) to deliver holistic services to end-users, ensuring a complete experience that exceeds expectations.

Participates in small teams for project initiatives and other operational activities. At The Bancorp, we've spent more than 25 years driving innovation in the financial services industry. As one of the first banks to embrace fintech, we combine technology, expertise and a forward-looking approach to deliver creative, real-world solutions. We work side by side with our partners to help them grow and innovate with confidence.

Across Fintech Solutions, Institutional Banking, Commercial Lending and Real Estate Bridge Lending, we provide the people, processes, technology and banking capabilities that turn bold ideas into outcomes. Join a team that brings urgency and rigor to every challenge and plays a direct role in driving growth for our clients and the communities we serve.

Key Responsibilities
* Serves as both the initial point of contact and second-level support for end-user requests received through multiple engagement channels, including incoming phone calls, chat, email, web portal, walk-up support, and ITSM tools such as Service Now.
* Responds to, evaluates, and processes individual or large-scale escalations through defined processes.
* Provides end-to-end new hire and termination services including shipping and/or deploying the PC and corresponding peripherals as required, meeting defined SLAs and procedures.
* Accountable for access provisioning services across a variety of platforms, following strict controls and procedures.
* Identifies and escalates gaps or opportunities in processes and controls to increase the reliability, security, and convenience of the end-user platforms.
* Develops documentation and cross-trains technical support teams to maintain newly created approaches and processes.
* Assists with creation, modification, and pushing software packages and group policies designed to improve consistencies, reduce service requests, leverage automation, and improve security.
* Follows and maintains strict licensing compliance procedures and reports discrepancies.
* Delivers user and/or device move-related activities including new office openings, office closures, and internal move events.
* Maintains end-user technologies such as computers, telephones, IDF, VTC, and printers. Installs and configures software in accordance with department policies and procedures.
* Participates in small teams and project initiatives to deliver operational services and/or execute approved projects.
* Provides first and second level support for end-user and/or site issues. Uses Service Now to navigate queues, review and update assigned tickets, document troubleshooting steps and resolutions, manage ticket status, escalate issues when appropriate, and close tickets in accordance with defined procedures.
* Interacts with internal clients to obtain a clear and detailed description of the issue and provide timely updates.
* Answers incoming support calls in a professional and customer-focused manner; records, categorizes, prioritizes, and routes incidents and service requests in Service Now to support timely resolution and accurate reporting.
* Updates internal clients on solutions, as well as managing expectations and timing of resolutions. May provide hands-on training when walking clients through equipment setup and/or issues. Follows up as needed to ensure client satisfaction.
* Manages technology inventory and works with management to meet supply needs. Utilizes pre-defined processes to maintain inventory records throughout the lifecycle of equipment.
* Performs minor hardware repairs including hard drive replacements, RAM swaps, and clearing print jams. Facilitates complex repairs with third parties, as required.
* Assists with video conference events as defined by the organizer/lead.
* Assists the network support team with setup, maintenance, and troubleshooting of various parts of the network.
* Performs other duties as assigned. Qualification Requirements
* An undergraduate degree in a related field and/or an equivalent combination of training and experience.
* 3 years of experience working in a technical support capacity in an enterprise environment.
* Hardware or manufacturer certifications a plus.
* Experience supporting a mix of local and remote users in a process-driven environment.
* Excellent verbal, written, and interpersonal communication skills.
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