Senior Technical Support SpecialistCelebrating over 100 years in the community, Citizens Trust Bank remains committed to providing personalized service and financial solutions to meet the growing needs of our customers.We are committed to our institution's values of Integrity, Collaboration, Innovation, Service Excellence, Respect, Accountability, and Leadership, all of which are needed to continue our mission of empowering generations for financial success.By joining our team, you can expect opportunities to enhance personal accomplishments and professional growth.Position Summary:Responsibilities include but are not limited to the following: The senior technical support specialist's role in CTB is crucial to its operation. They ensure that all technical aspects are functioning optimally. Technical hiccups can affect a company's performance.
Therefore, a Technical Support Specialist's duties and responsibilities will revolve around maximizing computer system capabilities as well as the following:The application of system-analyst techniques and procedures, including consulting with users to determine hardware, software, or systems functional specifications,Maintain CTB's IT services through installing and upgrading software, installing hardware, and configuring systems and applications, including analyzing reports, documenting procedures, and coordinating with usersMaintain, configure, and support the internal Helpdesk solution (LanSweeper). Monitoring & tracking response times, ticket completion, and knowledge base entries to common support issues. Reports status to the department manager.Maintain IT assets for distribution as needed, configuration, imaging, etc.Mentor junior Helpdesk personnelHandling customer technical support cases through phone, email, and helpdesk ticket submission Maintain Helpdesk user confidence by answering tickets on timeMaintaining system functionality by testing computer componentsAdvanced experience with Office 365 - including advanced troubleshooting as well as system migrationsAdvanced knowledge of computer hardware and peripheralsKnowledge and experience with domain-based networks, such as file and print shares, mail and application serversUnderstanding and experience with Active Directory management as it relates to user account creation and modification, security group policy, and distribution groupsKnowledge and experience managing mobile devices and tablets and mobile device managementMalware/Ransomware/Email Security best practicesAssist in the creation of support tickets with external third-party resources.
Excellent written and verbal communication skillsAbility to conduct research into a wide range of computing issues as required.Ability to absorb and retain information quickly.Ability to present ideas in user-friendly language.Highly self-motivated and directed with keen attention to detail.Proven analytical and problem-solving skills.Ability to effectively prioritize and execute tasks in a high-pressure environment.Exceptional customer service orientation.Experience working in a team-oriented, collaborative environment.Resolution mindset with the ability and passion for delivering personalized, customer-focused support to help resolve technical challengesExcellent verbal and written communication skillsThis position should have a strong willingness and aptitude to learn to maintain, upgrade, and implement critical business systems and processes.Qualifications:Bachelor's degree from an accredited four-year university or college with a technical major such as computer science/engineering or equivalent combination of education and experience.5+ years of IT Support experience is REQUIREDAdvanced knowledge of Remote Monitoring and Management (RMM) tools (NetComply One experience a plus but not required)Experience in an MSP/IT as a Service environment is HIGHLY desiredAdvanced understanding of operating systems (Microsoft Windows 10, 8, 7, macOS, iOS, and Android) as well as typical Office suite applicationsAdvanced knowledge of networking concepts, setup, troubleshooting, and general administrationAdvanced experience with Office 365 – including advanced troubleshooting as well as system migrationsAdvanced knowledge of computer hardware and peripheralsKnowledge and experience with domain-based networks, such as file and print shares, mail and application serversKnowledge and experience with Active Directory management as it relates to user account creation and modification, security group policy, and distribution groupsKnowledge and experience managing mobile devices and tablets and mobile device managementMalware/Ransomware/Email Security best practicesIndustry Relevant certifications (MCES, Helpdesk, AT, Network +, Security +) are preferred but not required.Citizens Trust Bank is committed to investing in our associates, cultivating a rewarding, results-driven, innovative and professional team. We offer competitive compensation and a comprehensive benefits package for our full-time associates. Our benefits package includes the following: Medical, Dental, Vision, and Prescription 401(k) Retirement Plan Life Insurance Accidental Death & Dismemberment Short & Long Term Disability Flexible Spending Plan Paid Time Off, Vacation, and Holiday Pay Tuition Reimbursement Employer Assisted Housing Program EEO/AA - Wholesale Membership Program Wellness Program Employee Assistant Referral Services (EAP) Legal Shield Program Group Cancer & Accident Insurance Programs Worker's Compensation Program Free Banking Services Awards and Recognition Programs Training & Development Programs and much more