Job DetailsJob Location 7TH STREET Lvl3 - Kansas City, KS Position Type Full Time Job Category Information Technology If you are someone wanting to make a difference in the communities that we serve and join the strongest large bank in Kansas City, then Security Bank of Kansas City has a career for you. In addition to our compensation and benefits packages, Security Bank offers full-time employees 11 paid holidays, rewarding and challenging growth opportunities, generous paid time off and discounted banking services. Job Description: The Technical Support Analyst II position provides technical support in the IT Department's Technical Support Center for network, client/server, and desktop technologies used by all members of Security Bank of Kansas City. Provides telephone and on-site support, handles ATM/ITM device and communication monitoring, and monitors branch location data circuit communications. Rotates with other Technical Support Center personnel for after-hours and weekend on-call support. Job Requirements:
- Responsible for answering and logging Technical Support Center support calls.
- Troubleshoots desktop and laptop computer problems and performs or coordinates repairs as appropriate.
- Use hard drive imaging software to create, modify, and update images for multiple PC models.
- Deploy PCs on-site at bank locations.
- Setup and maintain Windows and Exchange user accounts.
- Troubleshoots and resolves end-users' network connectivity issues.
- Monitors ATM device and communications status and coordinates resolution per procedures.
- Identify ATM cash availability status and coordinates resolution per procedures.
- Supports end-users in Microsoft Windows and Office desktop issues.
- Participates in after-hours and weekend on-call support rotation cycle.
- Open tickets and work with vendors to trouble shoot when necessary.
- Ability to handle and resolve complex issues that are escalated from Level 1 support.
- Must be able to assess problems, conduct research, and provide solutions for more advanced IT related issues.
- Document resolutions for use be Level 1 technicians.
- Partnering and executing with cross-functional peers to set strategies.
- Other duties as assigned or directed.
Knowledge, Skills, And Abilities Required to Perform the Job:
- Bachelor's degreein information technology-related field and/or equivalent combination of education and experience
- Minimum of five-years'experience in information technology, to include at least three years of providing hands-on technical support and maintenance in a help desk environment.
- Experience in desktop and laptop computer deployment
- Excellent and demonstrable troubleshooting and problem resolution skills
- Excellent computer hardware repair skills
- Experience with using and supporting Microsoft Windows, Microsoft 365, and other desktop software applications, including installation and user setup.
- Experience with Windows Active Directory
- Operational understanding of IP-based networking technologies
- Relevant industry certifications desired.
- Good verbal communication, customer service skills
- Possession of a valid driver's license, to include the ability to travel locally and an acceptable driving record.
- Preference will be given to candidates having banking industry experience.
Basic Qualifications:
- Verbal communication skills as evidenced by the ability to interact both face-to-face and over the telephone with customers and co-workers.
- Position requires multi-tasking, teamwork, creative problem solving. technical dexterity, good trouble shooting skills, effective communication skills, and providing good customer support.
- Advanced technical troubleshooting skills
- Demonstrated ability to use tact and diplomacy when dealing with co-workers.
- Maintain a professional appearance.
- Ability to manage multiple tasks in a fast-paced environment and assist with other departments as called for.
- In addition to possessing the skills necessary to perform the job, the employee must be willing and able to demonstrate these skills by coming to work on a daily basis
Key Contacts: Internal
- Bank associates within Security Bank of Kansas City group of banks
- Data Center associates
External
- Professional and service personnel from software and hardware vendors
Equipment Required to Perform the Job:
- Telephone
- Voice mail system
- Computer Monitor
- Personal Computer
- 10-key calculator
- Multi-function device (printer, copier, scanner, fax)
- Multi-drawer filing cabinet
- Multi-shelf cabinet
Software Requirements:
- Word Processing
- Spreadsheets - Data Entry
- Spreadsheets - Creation/Analysis
Exertion/Physical Requirements:
- Moving objects weighing up to 40 lbs.
- Sitting 80% of day
- Standing 10% of day
- Walking 10% of day
- Removing objects from shelves
- Dexterity/Coordination
- Depth perception
- Color Vision
- Reading material/PC Monitor
- Writing/Typing
- Speaking/Communicating
- Listening/Hearing
- Ability to travel to various worksite locations or departments
Other Information: Statements included on this job description form are intended to describe the general nature and level of work performed by the employee(s) assigned to this job. The statements are not intended to be construed as an exhaustive list of responsibilities, duties and skills required. Accommodations will be made to allow for meeting job requirements when it does not place an undue hardship on Security Bank. Security Bank of Kansas City is an Equal Opportunity / Affirmative Action Employer.