IT Level II Technician: End-User Support & Network Expert

First Bank (FBNC); Wilmington (NC); On-site; USD 45,000 - 65,000; Full time

Job summary

First Bank (FBNC) is seeking an IT Technician Level II to provide end-user support for hardware, software and network-related issues through the Help Desk. You will handle tickets from inception to resolution and escalate complex problems to IT Level III when needed.

The role requires at least an Associate degree in a related field and a minimum of two years’ desktop support experience in a business environment. Some travel to client sites and overtime may be required.

Qualifications

• Associates Degree in Computer Science or related field.
• Minimum of two years' experience with desktop support in a business environment.
• Experience with end-user hardware, software and network troubleshooting.
• Familiarity with Bank operating policies and compliance standards.

Responsibilities

• Troubleshoot and resolve Help Desk tickets related to hardware, software and network issues.
• Communicate ticket status to end users and follow up to ensure resolution.
• Assist IT Level II Lead and IT Level III Technicians as needed.
• Escalate complex issues and participate in problem remediation.
• Travel to client sites as required and work overtime when necessary.
• Create/update documentation for break/fix issues and maintain asset inventories.

Skills

Active Directory

End-user support

Communication skills

Ticketing/Help Desk

Education

Associates Degree in Computer Science or related field

Job description

First Bank (FBNC) is seeking an IT Technician Level II to provide end-user support for hardware, software and network-related issues through the Help Desk. You will handle tickets from inception to resolution and escalate complex problems to IT Level III when needed.

The role requires at least an Associate degree in a related field and a minimum of two years’ desktop support experience in a business environment. Some travel to client sites and overtime may be required.