Service Desk Technician II

IBC Bank Successes

IBC Bank successes are the result of an aggressive and innovative attitude. The Bank's "We Do More" philosophy reflects its dedication to the growth and success of its employees, customers and communities. IBC bank hires talented, creative and dedicated individuals to help our business succeed. We are a company that values leadership, community engagement and relationship building that leads to a culture of excellence. We are currently seeking to fill positions across all business segments. IBC's focus is to be customer centric and strive to provide excellent customer experience.

Time Type: Full time

This is an in-office position.

Department: 864 Service Desk

Job Summary:

Service Desk Technician II will be serve as Single Point-Of-Contact for all incidents/service requests, based on prioritization and urgency/impact, as reported by business stakeholders. A technician II will also handle more complex issues and escalation from Technician I staff members and assist team members with more advanced functions and issues. The position will also be responsible for ensuring standardized and comprehensive troubleshooting steps are performed for each individual incident/request, providing thorough reporting to and Supervisors and other IT departments as needed for escalation.

Job Description:

ESSENTIAL JOB FUNCTIONS

The statements on this job description are intended to describe the general nature of level of work being performed by incumbents. They are not an exhaustive list of all responsibilities, duties, and skills required by all incumbents.

• Provides technical assistance and support by phone for incoming requests from IBC internal customers, IT Staff, and end users.
• Assists team members with complex and advanced issues and takes escalations from Technician I staff.
• Troubleshoots and resolves advanced internal/external serviced applications, software, hardware, access, and other IT services.
• Provisions network access and password resets in all applications administered by IT Services
• Gathers pertinent details and assigns/escalates tickets to the appropriate IT departments.
• Performs software installation on computers.
• Provides support for mobile devices.
• Provides user awareness and education for IBC supported applications
• Navigates and utilizes IT Service Desk ticketing system and follows standard processes & procedures.

SKILLS

• Working knowledge of Windows Operating systems.
• General networking Concepts: DNS, IP, WAN and LAN.
• Experience with Microsoft Office products, email and office 365 support.
• Experience with workstation computers and peripherals.
• Active Directory administration: Users, groups, group policy and permissions.
• Strong verbal and written communication skills.
• Creative problem solving and critical thinking

EDUCATION

• High School Diploma or GED
• Technical training and certifications preferred: Examples: Net+, A+, Security+
• Associate's, Bachelor's Degree or Technical Certification in related field