IT Support Specialist II: Level 2 Incident Ownership & Training

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

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.