IT Support Specialist II — Incident & Training Lead

Tompkins Community Bank; City 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

Employee Referrals

Job summary

Tompkins Community Bank in Ithaca, NY is seeking a Level 2 IT support professional to respond to end-user requests, assist with hardware and software implementations, and ensure smooth operation of banking systems across the enterprise.

The role involves incident ownership, collaboration with vendors, and training end users and staff. There is a travel component for regional projects and trainings as needed.

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.
• Familiarity with banking software applications and data processing concepts.

Responsibilities

• Monitor and respond to incidents escalated from level 1 and own the issue until resolution.
• Provide hardware and software support and assist with deployments and configurations.
• Coordinate with third-party vendors during installations or upgrades as needed.
• Serve as liaison between Level 1 and Level 3 for critical incidents and communicate updates to end users.
• Provide end-user training and assist in developing training materials and knowledge bases.
• Maintain documentation of work in knowledge bases and ensure accuracy for auditors.

Skills

Interpersonal skills

Customer service

Data processing

Banking software

End user support

Education

Associate’s degree or equivalent

Tools

Banking software

Job description

Tompkins Community Bank in Ithaca, NY is seeking a Level 2 IT support professional to respond to end-user requests, assist with hardware and software implementations, and ensure smooth operation of banking systems across the enterprise.

The role involves incident ownership, collaboration with vendors, and training end users and staff. There is a travel component for regional projects and trainings as needed.