IT Support Specialist III

Description:

The IT Support Specialist III is part of the Poppy Information Technology (IT) team who proactively maintains our technology environments by analyzing requirements, resolving problems, making recommendations, and installing hardware and software solutions. The incumbent is to rely on experience and expertise to be frequently self-sufficient and work with minimal supervision, while also collaborating with Poppy Teams including IT team, information security team, and managed service providers. The incumbent is responsible for onsite and remote installation and support for all technology to include but not limited to: workstations, servers, printers, networks, VoIP systems, peripherals (i.e. Receipt printers, signature pads), VoIP phones, and vendor specific hardware and software. The IT Support Specialist III plays a critical role in the day-to-day experience of our employees and Bank operations. Serving as a point of contact for IT and networking requests, the team is agile, leveraging a strong commitment to customer service with an aptitude for problem solving. IT Support routinely works cross functionally with operations and engineering teams to coordinate, escalate, and resolve issues. The IT Support Specialist III is the lead-level support role, distinguish in the IT Support Specialist class by its greater degree of responsibility and complexity of assignments. This position requires that the individual work in office.

Ensures compliance within all Bank policies and procedures, as well as all applicable state and federal banking regulations.

Essential Duties and Responsibilities include the following:

• Lead networking and support efforts and requests at the direction of the VP IT/Facilities Manager and SVP - Information Technology Officer and collaborate with the VP IT Project Manager and SVP-Information Security Officer
• Will act as primary liaison and network contact for vendors and managed service providers for support or MAC requests
• Ensure communication on tickets are followed up on and completed according to requests or project scope. Complete or when necessary, assign support and ticket requests to others according to importance or complexity
• Track, and report support metrics and efforts to the VP IT/Facilities Manager and update the department at weekly IT Team Meetings
• Advise, communicate, and approve network and device configuration changes and notify departments or staff of potential impacts
• Assist in training and mentoring other Support Specialists and report progress to VP IT/Facilities Manager
• Manage IT Workflows and document internal processes and procedures at the direction of the VP IT/Facilities Manager and SVP-Information Technology Officer
• Developing technical procedures and how to documents for Poppy Bank employees
• Implement proactive/preventative measures
• Accurately respond to questions and assist customers with product features, installation, set-up, and troubleshooting of software via phone or in person
• Strong technical skills to diagnose, analyze, and correct customer reported hardware issues to include basic PC, laptop, and network connectivity as necessary
• Escalate issues as needed and ensure that the business can complete all job functions with a minimum of disruption and downtime
• Performing scheduled software/hardware system checks & upgrades (may involve occasional after-hours work)
• Train others inside and outside the department regarding troubleshooting techniques for areas of responsibility
• Provide technical support to employees and customers using phone, email, and the ticketing system; provide in-person support to onsite employees
• Communicate to clients: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
• Develop expertise in in-house applications and perform issue identification, verification, diagnosis, and troubleshooting
• Facilitate feedback loop between end-users, IT team, and other business functions.
• Record accurate and comprehensive information for requests, incidents, and resolutions
• Installation, configuration, maintenance and tracking of computers, telephones, and peripheral devices
• Conduct user training on hardware, software systems & peripheral devices
• Maintain and constantly improve client service, perception, and satisfaction
• Ability to work in a team and communicate effectively
• Develop in-depth knowledge of the service offerings and how it relates to client’s needs
• Document internal processes and procedures related to duties and responsibilities
• Minimum of 10 hours CRA volunteer hours per year. Volunteer hours are typically scheduled within business hours. This is compensable time and mileage is reimbursed
• Other duties as assigned

Supervisory Responsibilities: None

Qualifications:

• A minimum of at least 7 years PC, Networking troubleshooting/repair and cabling experience and have at least two current certifications. A+, Network+, CCNA, MCSA, MCP, MCSE certification preferred
• A degree in Computer Technology or related discipline; or an equivalent combination of experience and education
• Understanding of the following technologies: PC’s, laptops, printers, mobile devices such as Apple iPad, and other peripherals, networking, Active Directory, Exchange, Windows, Microsoft Office, anti-virus / anti-malware software
• Working knowledge of Windows 10, Server 2016, Server 2019, Office 2019, M365
• Ability to manage, maintain, troubleshoot, and support user networks, equipment, software, and services remotely and onsite
• Ability to prioritize and manage multiple tasks to meet deadlines
• Ability to interact with a wide range of internal staff members and external professionals, including consultants, auditors, technical staff, and others
• Expert in providing customer service, help desk, computer training and desktop support in high output, dynamic environment
• Experience with creating technical documentation for both Administrators and End-Users
• Experience of working in a fast-paced, team-oriented service desk environment, with the ability to positively contribute to cross-functional teams
• Expert knowledge on virtual environments and RDP /RDS, TCP/IP
• Expert knowledge of networking solutions including firewall, LAN/WAN, wireless, VPN, VLANs preferred
• Ability to install and upgrade computer components and software, manage virtual servers, and integrate automation processes
• Requires strong knowledge of implementing and effectively developing helpdesk and IT operations best practices, including expert knowledge of security, storage, data protection, and disaster recovery protocols
• Ability to develop and implement remote monitoring and management toolsets to facilitate application installations and updates in addition to patch and vulnerability management responsibility in collaboration with the ITO and ISO
• Excellent awareness of, and ability to keep current on, existing and emerging network technologies
• Ability to multi-task in a fast-paced environment

Physical/Mental Demands & Work Environment:

The incumbent in the course of performing this position frequently spends time writing, typing, speaking, listening, operating basic business equipment, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, walking, standing, reading documents or instruments, detailed work, problem solving, client contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, multiple concurrent tasks, and constant interruptions. The incumbent for this position will occasionally lift up to 15 pounds, pull, squat, kneel and reach. The incumbent is in a non-confined office-type setting in which he or she is free to move about at will. The work environment is typically quiet to a moderate noise level.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Management reserves the right to change this position description at any time.

Requirements:

See qualifications above.

Poppy Bank provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

For San Francisco Postings, review Fair Chance Ordinance.

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