Job Description
At TBK Bank, we're a team of passionate, driven, collaborative, solutions minded people who want to make a difference in the lives of our customers and communities. Our mission is to do well and to do good at the same time. We accomplish this by working together, because at the end of the day, TBK stands for helping the people and business in our communities succeed. We thrive on providing exceptional customer service, and we look for friendly professionals dedicated to helping customers achieve their financial goals.
Position Summary:The Help Desk Specialist Level II is responsible for providing technical and application assistance to end users across multiple divisions and locations. The Help Desk Specialist II will assist in Tier 1 & 2 ticket completion, handle escalated tickets, and determine when tickets need to be escalated to an engineer for completion. A successful candidate will present and maintain exceptional customer service, be self-motivated, and possess a knowledge of Microsoft Windows operating systems, VDI desktops, printers, scanners, other peripheral devices, and a variety of PC general and line-of-business applications. In addition, the candidate should have knowledge of software and hardware deployment, installing, diagnosing, repairing, maintaining, and upgrading all equipment to ensure optimal workstation performance. Key characteristics of a successful candidate in this role include excellent customer service skills, ability to work independently and as part of a team, and working with a sense of urgency.
Position Description:Essential duties and responsibilities include the following. Other duties may be assigned.
- Respond to and resolve help desk tickets submitted by TBK Bank employees.
- Work help desk tickets, by following operational standards including service-level commitments and standardized procedures, while ensuring the correct and timely resolution of tickets.
- Assist users with installation, configuration, and ongoing usability of Windows Desktop systems and peripherals including general PC and line-of-business applications, IP Phones, printers, scanners, and related devices.
- Act as an escalation point for Level I Help Desk Specialists, by providing advice and direction, and taking ownership of and resolving escalated tickets as needed.
- Escalate an appropriate number of unresolved tickets up to the next level of technical support (Level III with Engineering). Maintain ownership of escalated tickets.
- Act as Level I in times of staff shortage and/or high ticket loads.
- Perform administration activities on multiple systems and applications, for example but not limited to the following:
- Active Directory User Setup/ Exchange User provisioning
- Application user account unlock and password resets
- Egnyte Admin
- Okta Admin/Application Assignments
- Mimecast Administration
- Phone Administration and Configuration
- Audio and Videoconferencing systems
- Assist end-users with use of A/V conference system and other collaboration systems, both in person at the corporate office and at remote locations.
- Maintain new employee on-boarding process documentation, and conduct IT orientation for employees hired at the corporate office.
- Work with others in IT, and outside IT with other locations and departments on special projects and implementations as assigned.
- Create and maintain administrative documentation including standard operating procedures, knowledge-base articles, and end user instruction guides.
- Limited travel required for equipment installation.
- Available for evening and weekend work on call, flexible work schedule.
- Bachelors degree or technical IT degree preferred.
- 3+ years technical experience in a help desk environment supporting a diverse user base.
- Strong knowledge of Windows operating system (Windows 10 / Server 2012) and Microsoft Office Suite 2010/2016.
- Experience supporting line-of-business applications, preferably in finance or banking.
- Understanding of data security, concepts of Least Privilege, Best Practices, and Regulatory requirements (FFIEC / SOX).
- Experience working in a regulated environment (Publicly traded, Banking / Finance) preferred.
We offer Medical, Dental, Vision, Paid Time Off, 401k and much more.
Go on. Do it. Apply Today!
OUR BUSINESS
Were a diversified financial service company that provides community banking, national lending and commercial finance solutions. We are also a leading provider of factoring services and an innovator of payment solutions for the transportation industry. Our focus on creating value helps our team members thrive, our customers succeed and our communities prosper.
We are proud to be an equal opportunity employer and we do not discriminate in recruitment, hiring, training, promotion, or other employment practices on the basis of age, race, gender, color, religion, national origin, disability, sexual orientation, veteran status, or any other basis that is prohibited by federal, state or local law.
OUR PURPOSE
Every day, we focus on creating value by helping our team members thrive, our customers succeed and our communities prosper. When we do this - we're Helping People Triumph.
OUR CORE VALUES
Our long-standing core values are based on sound business practices and biblical principles. They flourish in our culture which helps our team members thrive, our customers succeed and our communities prosper. We commit ourselves to:
? Transparency
? Respect
? Investing for the future
? Unique is good
? Mission is more than the money
? People make the difference
? Humility
FOCUS ON SERVING OTHERS
At Triumph, we focus on doing the most good in the areas of greatest needs through our philanthropic endeavors. Our philanthropic vision is focused in four areas:
? Training future leaders
? Establishing viable communities
? Giving people a second chance
? Serving the less fortunate
We support these initiatives at home and around the world. We partner with entrepreneurs who share our philanthropic priorities, have a history of effective assistance programs and are experts in their fields of service. This allows us to serve in places where we can create the biggest impact.