IT Support Technician

Job TitlePossesses strong understanding of Information Systems in order to identify, analyze, and resolve technical problems while providing technical support services to all Lines of Businesses. Researches, logs and tracks trouble tickets, generates reports and assists all IT staff on other related issues / duties as needed.Key AccountabilitiesAbility to recognize, analyze and troubleshoot end-user problems. Conducts technical research for problem resolution as needed and documents steps taken to resolve an issue. Ability to recognize issues that go beyond the scope of Level 1 service and make accurate referrals to other members of the IT Team. Ensures timely and accurate problem resolution and highest performance levels and overall consistency of bank hardware/software. Prepare various reports for management and auditing purposes. Process IT access level request forms. 70%Documents and tracks detail information about tickets opened in the Support Desk System and conducts required follow up with client to ensure the issue on the ticket has been successfully resolved. Prepares and maintains Support Desk documentation and procedures. 15%Configures and manages PC and Laptop imaging and software distribution packages. Manage inventory levels ensuring adequate stock levels. Provide instruction and guidance to other technicians as needed. Creates and maintains accurate knowledge base articles for Desktop Support Technicians. Assist with ticket system queue management and assignments. 15%Ensures compliance with all banking laws, rules, regulations, and prescribed policies/practices/procedures necessary to reduce risk and uphold ethical standards related to and required by one's duties.EducationComputer Science Bachelor's Degree or equivalent experienceExperience2+ years computer related work experience in multiple platforms (including Network, Internet and Telecommunications)Skills & KnowledgeSolid understanding of Desktop/Service Desk technologiesBasic understanding of NetworkingProven ability in diagnosis and resolution of technical problemsExcellent written and verbal customer services skills requiredAbility to work well in a team environmentAbility to work flexible hoursBeacon Bank is an Equal Opportunity Employer - all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin. If you would like to contact us regarding the accessibility of our website, need assistance completing the application process, or would like to request alternative methods of applying, please contact us at View email address on click.appcast.io.