Tech Support Spec Tier II- Missoula

$19.59 hourly
  • Glacier Bank
  • Missoula, MT, USA
  • Feb 08, 2021
Full time Computer Science Information Technology

Job Description

About The Role
Technical Support Specialist Tier II will provide overall technical support to bank employees, bank employee support personnel, and other service department support staff, while focusing on diagnosing, troubleshooting, and resolving incidents escalated from Service Desk level I and II. Support incidents can range from various hardware and/or software issues with storage systems and solutions. Technical Support Specialist Tier II is also relied on as subject matter experts around their area of expertise, by proactively documenting technical solutions and creating and delivering training to Service Desk level I and II. In-depth dialogues, conversations and explanations with customers, direct and indirect reports, and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating, and/or advising others on matters of significance

The entry rate for this position is $19.59 per hour. All compensation offers are analyzed individually and take into consideration multiple factors including but not limited to geographic location, years of experience, and educational background.


Duties and Responsibilities

• Manage incidents ensuring timely and high-quality communication with customers and resolution of all issues. Follow through on customer commitments with courtesy and a sense of ownership. Manage assigned tickets to ensure SLA compliance and customer satisfaction. Through troubleshooting and determining the best course of remedy, recommends appropriate equipment needed to resolve reported systems. Champions the implementation of workarounds and permanent fixes.

• Support Internal business systems: Provide technical support via remote and onsite support for escalated incidents and requests from Service Desk and other service departments. Utilize knowledge of the customer environment delivering timely and high-quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer.

• Engage in training opportunities to maintain technical capabilities as well as perform training of other Service Desk staff as requested.

• Document steps taken to diagnose and resolve problems for future reference. As assigned, document configuration or procedural changes resulting from troubleshooting and problem resolution.

• Must comply with all company policies and procedures and all applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Must complete the assigned online training courses and achieve a passing score by the due date.


About You

Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Education

Required/Preferred

Education Level

Description

Required

Associate Degree

Associate degree in Computer Science or equivalent work experience, or currently working towards a Degree in Computer Science, Business Information Systems, or a similar field is required. Other combinations of relevant education and experience may be considered.

 

 

 

Experience

Required/Preferred

Experience Level

Description

Required

1 year

Prior work experience in a call center or technical assistance center supporting networks and IP Telephony.

Required

Advanced Experience

Hardware and software troubleshooting.

Required

Beginner Experience

Experience using tools required to support technology systems, including; Windows, servers, client toolsets, network troubleshooting tools, and other infrastructure consoles and tool-sets.

Preferred

Beginner Experience

Logging and tracking customer requests and/or incidents in a CRM/ticketing system or defect tracking application.

Preferred

Beginner Experience

Active Directory maintenance.

Preferred

Beginner Experience

Thin Clients in a Citrix environment.


Would an equivalent combination of relevant education and work experience be considered?:  
Yes


License/Certification

Required/Preferred

License/Certification

Description

Preferred

Other Relevant Certification

CompTIA certification or other relevant certification is preferred.


Required Skills and Abilities

• Employee must be trustworthy and possess a significant level of credibility, discretion, and diplomacy.

• Employee must be capable of interacting calmly and professionally with a variety of people from diverse backgrounds at various levels within and outside of the organization.

• Employee must be a team player with a passion for customer service and a proven ability to build rapport and work effectively with employees at all levels of the organization.

• Employee must be a self-starter with the ability to take ownership and accountability of all roles and responsibilities with minimal supervision.

• Ability to clearly translate technical issues into business-friendly and user-friendly language.

• Ability to communicate effectively, verbally, and in writing. Ability to understand and follow complex written and oral instructions.

• Employee must be well organized with the ability to prioritize and multi-task in a fast-paced work environment and meet deadlines with minimal supervision.

• Employee must have proven problem solving, analytical, and technical skills to identify and understand business needs, identify appropriate solutions, and communicate to management for acceptance and implementation.

• Ability to embrace and adapt to change and innovation.

• Ability to learn other computer programs and systems in a timely fashion.

• Ability to serve as a backup for other staff members in a mutually supportive teamwork environment.

• Employee must be capable of regular, reliable, and timely attendance.

 

Additional Requirements

Travel

Occasional travel required: (less than 10 days per year) by automobile (as driver and passenger), commercial airlines, rental vehicles, and public transportation and be able to lodge in public facilities.


Working Conditions

Environment:  Indoors, a climate-controlled shared work area.

Noise Level:  Minimal noise.

Lifting:  Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.


Vision

Close visual acuity to prepare and analyze data and figures, view a computer terminal and read the computer screen, printed materials, and handwritten materials.

Close visual acuity to conduct an inspection of small parts and defects, operate and inspect machines and devices, and assemble parts at distances close to the eyes.


Physical Activities

Frequency

Balancing: Maintaining body equilibrium to prevent falling and walking, standing, or crouching on narrow, slippery, or erratically moving surfaces.

Infrequent – rare.

Climbing: Ascending or descending ladders, stairs, scaffolding, ramps, poles, and the like, using feet and legs and/or hands and arms.

Infrequent – rare.

Crawling: Moving about on hands and knees or hands and feet.

Infrequent – rare.

Crouching: Bending the body downward and forward by bending the legs and spine.

Infrequent – rare.

Feeling: Perceiving attributes of objects such as size and shape, temperature, or texture by touching with skin, particularly that of the fingertips.

Infrequent – rare.

Fingering: Picking, pinching, typing, or otherwise working primarily with fingers rather than with the whole hand as in handling.

Daily.

Grasping: Applying pressure to an object with the fingers and palm.

Infrequent – rare.

Kneeling: Bending legs at knee to come to a rest on knee or knees.

Infrequent – rare.

Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position to position.

Occasional – now and then.

Pushing: Using upper extremities to press against something with steady force in order to thrust forward, downward, or outward.

Occasional – now and then.

Pulling: Using upper extremities to exert force in order to draw, haul or tug objects in a sustained motion.

Occasional – now and then.

Repetitive Motion: Making substantial movements (motions) of the wrists, hands, and/or fingers.

Daily.

Stooping: Bending body downward and forward by bending spine at the waist.

Infrequent – rare.


What We Offer
COMPENSATION & BENEFITS
Starting salary is dependent upon relevant experience and may vary based on the geographic location of the position.  We offer an extensive benefits package that includes, but is not limited to medical, dental, vision, and life insurance, a health savings account option, an Employee Assistance Program (EAP), a health rewards program, a 401(k) retirement savings plan, discounts on banking products and services, and paid sick, holiday, and vacation time. 

COMPANY OVERVIEW  
We are a family of banks whose unique local presence reflects the communities we serve.  We welcome the opportunity to grow and change as our customers and communities do the same.  

We are an Equal Opportunity Employer and qualified applicants or employees will receive consideration for employment without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, mental or physical disability, genetic information, protected veteran status, or any other category protected by applicable federal, state or local laws.