Job Purpose:
Under the guidance of the CIO/CTO, the Tier 2 Help Desk role provides advanced technical support to end users and serves as an escalation point for issues unresolved by Tier 1 support. This role focuses on diagnosing and resolving moderately complex hardware, software, and access-related issues across assigned geographic locations while ensuring a high level of customer service. The Tier 2 Help Desk leverages a strong working knowledge of desktop operating systems, standard business and banking applications, and endpoint devices. The position plays a key role in maintaining system reliability, minimizing downtime, and supporting the day-to-day technology needs of the banking staff.
Duties:
1. Assumes responsibility for providing effective technical support for all users.
• Provide technical support for users on PCs, peripherals, and software
• Research parts, equipment and current technical trends
• Develop installation procedures on computer software and hardware products and document them
• Works closely with the Help Desk on client issues and work order requests
• Serves as consultant and advises Help Desk and users on technical matters
• Exercises independent judgment in the planning, scheduling, organizing, controlling, and monitoring of certain projects
2. Assumes responsibility for establishing and maintaining professional working relationships with clients, vendors, and outside contacts.
• Ensures that deadlines are met.
• Obtains and conveys information as needed. Logs all problems including cause and resolution information.
• Reports and coordinate efforts with the CIO/CTO
• Promotes goodwill and a positive image of the Company.
3. Assumes responsibility for establishing and maintaining effective working relationships with area staff, other departments, and with management.
• Tracks and resolves problems promptly and effectively. Ensures optimal service.
• Notifies all involved parties when tickets are opened and closed.
• Tracks and records resolutions of problems for future reference, training, and reporting.
• Cooperates in a team environment to promote strong customer assistance and learning.
• Works with different departments to assist in providing technical solutions as needed.
• Keeps management well informed of area activities and of any significant problems. Attends and participates in meetings as required. Maintains accurate and up-to-date reports.
• Participate in job specific training, various bank training programs, and complies with BSA, AML and all bank policies and procedures as required.
4. Branch Support
• Install necessary hardware or software for new branches
• Perform required onsite Tech Support and repair.
• Will require work afterhours and travel.
Performance Measurements:
1. Timely and effective resolution of escalated Help Desk request.
2. Assigned tasks and functions are completed in accordance with established standards, policies, and procedures.
3. Good working relations exist with users. Users’ concerns are promptly addressed and problems effectively resolved.
4. Required reports and documentation are complete and current.
5. Management is appropriately informed of area activities and of any significant or recurring problems.
6. Continued education on new hardware and software.
7. Good working relations exist with Information Technology personnel.