IT Support Specialist - 431433 / Jackson, MS

Volt Management Corp - Jackson, MS

Full-time

Remote - Jackson, MS

Administrative and Support Services

About the position

As an IT Support Specialist, you will play a crucial role in providing support services to both internal and external users for a variety of software, applications, hardware, and telecommunications-related issues. Your primary responsibilities will include troubleshooting core banking applications, Microsoft applications, and hardware errors, as well as addressing Operating System concerns. You will be tasked with collecting information, opening tickets, performing triage, and resolving or escalating issues related to new hardware/software requests, network, application software, and telecommunications to the appropriate staff members. In this position, you will assist users with the utilization of core banking applications, standard software, Windows, MS Office, and other related banking business solutions. You will be responsible for answering, evaluating, and prioritizing incoming requests for assistance via telephone, voicemail, email, and the Self Service site. Additionally, you will maintain the Technical Support Software (HEAT) by identifying trends and accurately capturing details to enhance the incident management function, thereby improving IT processes and systems through precise reporting. You will also create and update documentation on established Technical Support procedures and processes, problem resolution steps, and escalation procedures. Your role will involve making recommendations to management regarding necessary updates and changes. Furthermore, you will identify and troubleshoot hardware, software, operating system, mobility, and telecommunication issues, ensuring that all incidents are resolved efficiently. Your responsibilities will extend to installing, configuring, troubleshooting, and resolving incidents related to networking and desktop environments, including LANs, WANs, remote access, and VPNs. You will perform diagnostic techniques to identify problems, investigate causes, and recommend solutions to correct common failures utilizing remote access tools. Additionally, you will be responsible for performing installations and configuring computers/laptops using standard processes and tools. As part of a 24X5 global support team, you may be required to be on-call during specific times or projects and will escalate complex problems to higher levels of expertise within the organization. This is a full-time opportunity that requires a proactive and customer-focused approach.

Responsibilities

• Provide support services to internal and/or external users for software, applications, hardware, and telecommunications related issues.
• Troubleshoot core bank applications, Microsoft applications, hardware errors, and Operating System issues.
• Collect information, open tickets, perform triage, and resolve or escalate issues related to new hardware/software requests, network, application software, and telecommunications.
• Assist and support users with the use of core banking applications, standard software, Windows, MS Office, and other related banking business solutions.
• Answer, evaluate, and prioritize incoming requests for assistance via telephone, voicemail, email, and Self Service site.
• Maintain the Technical Support Software (HEAT) by identifying trends and accurately capturing details.
• Create and update documentation on established Technical Support procedures and processes, problem resolution steps, and escalation procedures.
• Make recommendations to management on updates and changes needed.
• Identify and troubleshoot hardware, software, operating system, mobility, and telecommunication issues.
• Install, configure, troubleshoot, and resolve incidents with respect to networking and desktop environments, including LANs, WANs, remote access, and VPNs.
• Perform diagnostic techniques to identify problems, investigate causes, and recommend solutions to correct common failures utilizing remote access tools.
• Perform installations and configure computers/laptops using standard processes and tools.
• Partner in a 24X5 global support team and may be required to be on-call during specific times/projects.

Requirements

• H.S. Diploma/GED required.
• Less than 2 years of IT related Help Desk experience required.
• Knowledge of TCP/IP Protocols and PC knowledge, including hardware and software configuration, directory tree structure, Windows Messaging services, Active Directory, and Internet Explorer.
• Working knowledge of Windows Operating Systems, Microsoft Office software package, Active Directory, and system management tools.
• Proficient in MS Office Suite, Enterprise Networks, banking computer system, and print device troubleshooting in a networked environment.
• Outstanding customer service skills and the ability to communicate highly technical information to both technical and non-technical staff.
• Good research, analytical, problem solving, and troubleshooting skills.
• Ability to manage time efficiently and work under stressful conditions.
• Good working understanding of computer hardware architecture concepts and technology related terminology.
• Ability to effectively log tickets in call tracking software.
• Basic understanding of accounting/record keeping.

Nice-to-haves

• College degree in information technology preferred.
• Bank related experience preferred.
• Demonstrate continuing education through independent studies, monthly subscriptions and periodicals.
• A+ certification.
• MCDST (Microsoft Certified Desktop Support Technician)