Systems Support Technician II

Job TitleProvides 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.ESSENTIAL JOB FUNCTIONS & RESPONSIBILITIES:Provide primary service desk support to users; accurately document and track all user support requestsTroubleshoot both hardware and software system performance problemsDirect escalation requests to appropriate teamBuild, deliver, set-up and upgrade of hardware including system configurations and software installationsReplace/repair defective equipmentAssist with new facility builds, equipment relocation/replacement projects as necessaryAssist with general office upkeep and organizationCollaborate with team to maintain up to date documentationContribute to team discussions and process improvement initiativesAccurately tracking IT inventoryMaintain a strong technical understanding of key applications and operating systemsDemonstrates a high level of productivity and efficiencyAbility to work independently and as part of a teamTrain and mentor Systems Support Tech I colleaguesQUALIFICATIONS:EDUCATION & CERTIFICATIONS: (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 plusKNOWLEDGE, SKILLS & ABILITIES:Service desk (or customer service) experience requiredAbility to resolve and troubleshoot technology issues/requests independentlyProven ability to provide training and guidance to other system support techsStrong knowledge of PC hardware, operating systems, Local Area Networks, Wide Area Networks, Internet browsers, Microsoft 365, and Active DirectoryExperience/knowledge of Configuration Manager (SCCM)Strong technical aptitudeMust have cyber security awareness to protect the digital environment, the Bank, and customers.COMPETENCIES:Driven by a customer-first mindset and willingness to helpStrong organizational, communication and problem-solving skills requiredAlways conducts his/herself in a professional mannerTimely resolutions/closure on support requestsFlexibility in hours workedTeam mentalityAccurately follows all departmental proceduresAbility to multitask, work under pressure and prioritize tasks effectivelyPHYSICAL DEMANDS: (Physical effort generally associated with positions)Normal Physical Capabilities: 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 disabilitiesWORKING CONDITIONS: (Typical working conditions with this type of work and environmental hazards, if any, that may be encountered in performing the duties of this position.)Internal -- work is normally performed in climate-controlled office environment, where exposure to conditions of extreme heat/cold, poor ventilation, fumes and gases is very limited. Noise level is moderate and includes sounds of normal office equipment (computers, telephones, etc.). No known environmental hazards are encountered in normal performance of duties. Length of day is unpredictable, long hours may be required to accommodate deadlines or emergency situations.External -- Some travel to remote Bank locations will be required; this may include some overnight travel, not to exceed 5%. Environmental conditions are regular office and branch locations of the Bank.Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.