IT Support Services Specialist II

Tompkins Bank & Trust; Town of Ithaca (NY); On-site; USD 36,000 - 41,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401(k) Match

Profit Sharing

Paid Time Off

11 Holidays

Tuition Reimbursement

Free Parking

Job summary

Tompkins Bank & Trust in Ithaca, NY seeks a Level 2 IT support professional to assist with hardware/software implementations and respond to end-user needs. You will support systems enterprise-wide and coordinate with vendors on installations and upgrades.

The role requires 5+ years in a related support role, strong communication, and knowledge of banking software; occasional travel may be required. We offer a robust benefits package and growth opportunities.

Qualifications

• An Associate’s Degree or equivalent related specialized training or experience.
• Minimum of five (5) years’ experience in a related role providing end user support.
• Previous experience with computer hardware and software, including familiarity with computer networks.
• Ability to record work in knowledge base; well-documented per procedures.
• Strong interpersonal relations and communication skills for diverse audiences.
• Strong customer service skills.
• Knowledge of data processing concepts.
• Familiarity with banking software functionality preferred.
• Experience using or supporting information system applications or microcomputer systems.
• Occasional travel for training or regional projects.

Responsibilities

• Monitor and respond to incidents escalated from level 1; own issue and decide escalation.
• Apply knowledge to meet hardware/software service requirements.
• Work with vendors to resolve issues during installation or upgrade.
• Serve as liaison between level 1 and level 3 for critical incidents.
• Coordinate end-user communications during critical incidents.
• Provide training for end users and IT staff; develop training programs; 1:1 as needed.
• Assist in designing and maintaining training manuals and knowledgebase.
• Maintain knowledge of OS, hardware/software configurations, monitoring, and diagnosis.
• Understand end user workflows and business processes supported by IT.
• Provide technical assistance on infrastructure/network projects.
• Monitor physical/environmental and security conditions per standards.
• Occasional travel for training, regional projects or offsite meetings.
• All other duties as assigned.

Skills

End user support

Customer service

Interpersonal comms

Networking familiarity

Documentation skills

Education

Associate's Degree or equivalent

Tools

Banking software

Knowledge base tools

Job description

Overview

Responsible for performing a variety of duties to include; act as a technical assistant to the Information Technology staff, by providing level 2 support in response to end user and IT staff needs. To assist with hardware and software implementations and configurations on supported platforms. To provide system or application configuration, integration, or recovery services in response to end user service interruptions. As part of the Information Technology department, this individual has responsibilities for all systems supported throughout the entire enterprise (all affiliate companies and businesses belonging to the holding Company).

Responsibilities

• Monitor and respond to incidents escalated from level 1. Assume ownership of incident and make determination of when/if escalation to Level of ITS Leadership is necessary. Communicate with end user when issue is closed.
• Apply fundamental knowledge to meet customer requirements for hardware and software services.
• Work with third-party vendors to resolve issues with vendor hardware software and during a system installation or upgrade as appropriate.
• Serve as liaison between level 1 and level 3 for critical incidents.
• Coordinate communication to end users during critical incidents.
• Provide training for end users and IT staff. Advise and assist with the development of appropriate training programs. Provide individual training (1:1) as appropriate.
• Assist in the design and maintaining training manuals and Support Services knowledgebase.
• Maintain knowledge of operating systems, configurations of both software and hardware, system monitoring, and system problem diagnosis and resolution.
• Maintain working knowledge of end user workflows and business processes supported by hardware, software and third-party solutions.
• Provide technical assistance on infrastructure/network projects, or projects requested by the end-user.
• Monitor physical and environmental conditions relating to the network and core infrastructure as well as security related issues in accordance with standards.
• Occasional travel required for training, regional projects or offsite meetings.
• All other duties as assigned.

Qualifications

• An Associate’s Degree or equivalent related specialized training or experience.
• Minimum of five (5) years’ experience in a related role providing end user support.
• Previous experience with computer hardware and software, including familiarity with computer networks.
• Ability to prepare a detailed recording of all work in knowledge base, accurate and adequately documented in adherence to department procedures, and for external auditors/regulators.
• Strong interpersonal relations and communication skills required with an ability to communicate with a variety of audiences.
• Strong customer service skills.
• Knowledge and understanding of data processing concepts.
• Familiarity with banking software application functionality preferred.
• Experience using or supporting information system applications or microcomputer systems preferred.
• Occasional travel required for training, regional projects or offsite meetings.

Benefits

• Medical
• Dental
• Vision
• 401(k) Match
• Profit Sharing
• Paid Time Off
• 11 Holidays
• Tuition Reimbursement
• Free Parking throughout Tompkins Community Bank
• Employee Referrals

EEO Statement

Tompkins is committed to a policy of Equal Employment Opportunity ("EEO") with respect to all team members and applicants for employment and a work environment free from discrimination (including unlawful harassment) based on race, color, religion, sex, sexual orientation, transgender status, gender non-conformity, gender identity, gender expression, national origin, age, marital status, domestic violence victim status, disability, predisposing genetic characteristics, military or veteran status or status in any group protected by federal, state, or local law.

Pay Range

USD $26.00 - USD $30.00 /Hr.