Sr. Technical Support Specialist

The Senior Technical Support Specialist plays a critical role in ensuring the smooth operation of the company's technology infrastructure. This position is responsible for troubleshooting hardware and software issues, providing timely technical support to end-users and senior level executives, and contributing to the maintenance and improvement of IT systems. The role serves as a key point of escalation for complex technical issues, ensuring timely resolution and appropriate followup with customers. Additionally, this position assists with workload distribution and queue management.

JOB DUTIES AND RESPONSIBILITIES:

• Technical Support:
• Provide first and second-level technical support to end-users via phone, email, or in-person.
• Diagnose and resolve hardware, software, and network-related issues promptly.
• Serve as an escalation point for complex issues before elevating to higher-level IT staff or management.
• Hardware and Software Management:
• Install, configure, and maintain computer systems, printers, and other peripherals.
• Assist with the deployment of new software applications and updates.
• User Support and Training:
• Assist users with software and hardware-related questions and problems.
• Provide training and guidance to end-users on best practices for using IT resources.
• Create and update user manuals, guides, and documentation.
• Network and Connectivity:
• Troubleshoot and resolve basic network connectivity issues.
• Assist with network setup and configuration tasks as needed.
• Coordinate with network administrators to ensure consistent network performance.
• Security and Compliance:
  
  
  
  • Implement and follow IT security protocols and procedures.
  • Assist in maintaining compliance with company and regulatory IT standards.
  • Monitor systems for security vulnerabilities and take appropriate actions.
  
  
  
  
• System Maintenance and Improvement:
• Perform routine system maintenance tasks, such as updates, upgrades, and patches.
• Participate in the implementation of IT projects and initiatives
• Contribute ideas for improving IT processes and systems.
• Project Implementation:
• Participate in projects aimed at improving support services and end user experience.
• Execute support-related projects from inception to completion, ensuring timely delivery and quality outcomes.
• Collaborate with various IT departments and business units to successfully implement projects.
• VIP Support:
• Provide comprehensive support for Audio Visual (AV) equipment, ensuring seamless operation for Zoom and Microsoft Teams meetings, including setup, troubleshooting, and user assistance.
• Assist with the deployment of new technologies and special projects for the executive team.
• Coordinate with other IT teams to ensure seamless support for executive initiatives.
  
  
• Queue Management
  
  
  
  • Support the Technical Support Manager with workload distribution and queue management.
  • Monitor incoming tickets and calls to ensure service-level agreements (SLAs) are met.
  
  
  
  

PHYSICAL AND SENSORY REQUIREMENTS:

• Prolonged periods sitting at a desk and working on a computer.
• While performing the duties of this position, the employee will constantly be ascending and descending, moving about and lifting objects
• The employee may be required to lift files/materials up to 50 pounds to take to various locations.
• This position will incur installing, operating and handling technical equipment such as personal computers, printers and servers daily.
• The incumbent will be expected to operate a computer terminal.
• Prolonged periods sitting at a desk and working on a computer

POTENITAL ON-THE-JOB-RISKS:

• None identified.

EDUCATION, TRAINING AND EXPERIENCE:

• Associate or bachelor's degree in information technology, Computer Science, or a related field; or equivalent work experience.
• 5+ years of experience in IT support with at least 2 years supporting C-level executives.
• Strong knowledge of Windows and MacOS operating systems, mobile operating systems (iOS, Android).
• Expertise in troubleshooting hardware, software, and network issues.
• Excellent communication and interpersonal skills.
• High level of discretion and professionalism in handling confidential information.
• Ability to work independently and in a high-pressure environment.
• Ability to work independently and as part of a team.
• Capable of clarifying technical issues in terms that are easy to comprehend.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.

WORK SCHEDULE:

• This role is deemed Mission Essential, which may necessitate working on days when the Bank is not operational, initiates late, or concludes early due to adverse weather conditions.
• The work schedule is a blend of onsite and remote work, necessitating four days of onsite presence and one day of remote work per week.
• Commute to various offices, branches, and executive residence as required.
• Participate in IT on-call rotation for remote support during off-hours. Must be willing to be available and ready to respond on short notice during on-call period.