Vacancy expired!
- Answer incoming IT Support Desk requests creating tickets within the ITSM tool and providing first line investigation, diagnosis and troubleshooting of technical issues while resolving a high percentage of technical issues at first contact.
- Documents, tracks and monitors the problem to ensure a timely resolution.
- Resolves issues within the prescribed SLAs otherwise, escalates to appropriate Level 2 technicians or other group SMEs for resolution.
- Participates in efforts to continuously improve Level 1 performance in the areas of issue resolution efficiency, data accuracy, escalation accuracy, response times, and customer.
- Effectively communicate critical problems and situations to appropriate management levels.
- Manages accounts for new hires, terminations, name changes, job transfers and location changes as requested by HR.
- Provides advanced account management for banking applications and manages mortgage accounts.
- Ability to follow departmental processes and procedures.
- Understand how to utilize support tools to improve the effectiveness of IT Service delivery.
- Perform technician tasks during peak times and provide vacation coverage as needed.
- Under general oversight, participates in the on-call rotation for after-hours and Saturday support. The rotation will be one week every x number of weeks where x is the total number of agents and technicians.
- Associates or a bachelor' s degree in information technology or related field.
- At least two years of experience in a Help Desk, Support Desk or Service Desk role.
- Windows 10 Installation and Troubleshooting.
- MS Office installation and troubleshooting including, user management.
- Understand IPv4 networking concepts and related protocols such as DNS, DHCP, and ICMP.
- General AS400 user management and troubleshooting skills.
- Ability to support Bank specific software/Hardware.
- Exceptional customer service skills.
- Excellent critical thinking, problem-solving and decision-making skills.
- Demonstrates excellent judgment.
- Strong interpersonal skills and ability to work well with a wide range of people.
- Excellent communication skills - ability to communicate with all levels of personnel to understand and resolve problems.
- Self-motivated to improve professionally as well as identify areas for improvement.
- Willingness to accept additional responsibilities.
- Dependable and adheres to time lines and schedules.
- 972-419-1622
- dwatkins@bravotech.com
Vacancy expired!