This position is responsible for providing first level support to end-users on hardware, software and network related problems, questions and use. Provides first-level problem resolution on the telephone with users; and walks the user through a series of steps to determine problem; classifies level, priority and nature of problem. Responsible for opening, escalating, tracking and closing trouble tickets while promoting end-user satisfaction.
Position Accountabilities
- Respond to teammate support requests via telephone and email.
- Diagnose and resolve information technology hardware and software issues.
- Develop and maintain a professional level of proficiency within Information Technology.
- Identify and escalate situations requiring urgent attention.
- Capturing and documenting the details of an issue and troubleshooting steps taken in order to escalate the issue or document the identification and resolution; using a ticketing system to track and route problems and requests and document solutions.
- Work with IT teammates to research and document problem resolutions.
- Work independently to research and resolve technical issues.
- Work with IT teammates in researching and writing technical documentation.
- Maintain knowledge of IT roles and responsibilities.
- Performs other related duties as assigned.
- Assist with maintaining hardware / software inventory.
Organizational Relationship
This position reports to the Supervisor – Help Desk
Position Qualifications
Education & Experience
- High school diploma or equivalent and some computer training certification program.
- Degree in a computer technology field or related fields is preferred.
- Two plus years of experience and/or training; or equivalent combination of education and experience.
Knowledge & Skills
- Ability to communicate and interact successfully with a diverse community and to develop and maintain positive professional relationships with colleagues and staff members.
- Attention to detail.
- Creative thinking and problem solving.
- Ability to capture and communicate the context of a situation.
- Ability to work both independently and as a team member.
- Ability to delve into and achieve understanding of a problem or request in order to offer the most appropriate possible solution.
- Must be able to recognize questions that go beyond the scope of services provided by Technology Services and make accurate referrals to other service providers as needed.
- Strong working knowledge of Microsoft Operating Systems and Office productivity products.
- Ability to work on multiple assignments with minimal supervision.
Salary offered will be based on several factors including but not limited to education, work experience, certifications, etc. This position is also eligible to participate in either an applicable incentive compensation plan for the position or a discretionary profit sharing bonus program. General information on our comprehensive benefits package can be found by visiting https://www.atlanticunionbank.com/about/careers/benefits.
We are proud to be an Equal Employment Opportunity employer. We maintain a drug-free workplace.