Technical Support Technician II (TECHN012432)

Centennial Bank - Conway, AR

Full-time

Conway, AR

Credit Intermediation and Related Activities

About the position

The Technical Support Technician II is responsible for resolving hardware and configuration issues while providing support and mentoring to entry-level technicians. This role involves daily interaction with users to diagnose and resolve technical problems, as well as acting as a backup for onsite service calls and supporting higher-level issues with third-party vendors. The position requires maintaining industry knowledge and assisting in the development of training materials for end-users.

Responsibilities

• Provide level II support to identify, diagnose, and resolve issues for users of personal computer software and hardware, network, and new computer technology.
• Support and mentor level I technicians.
• Act as a backup resource for all onsite service calls.
• Immediate backup for all Technician I duties.
• Work with third-party vendors to resolve higher-level issues.
• In-house repair of common branch equipment.
• Maintain industry knowledge and certifications to recommend system and process improvements.
• Assist technical support supervisor in creating materials for end-user FAQs.
• May be required to work at an alternative location within the bank.
• Work in a constant state of alertness and in a safe manner.
• Complete required BSA/AML training and other compliance training as assigned.
• Perform any other related duties as required or assigned.

Requirements

• Knowledge of a specialized field such as basic accounting or computer technology.
• Equivalent of four years in high school plus specialized training equal to two years of college, plus 2 years related experience and/or training, or equivalent combination of education and experience.
• Ability to add, subtract, multiply, and divide numbers.
• Ability to utilize common sense understanding to carry out written, oral, or diagrammed instructions.
• Ability to deal with problems involving several known variables in routine situations.
• 2+ years of experience installing, maintaining, and troubleshooting Microsoft Products.
• 2+ years of experience supporting and troubleshooting PCs in a networked environment.
• 2+ years of network hardware and software troubleshooting experience.

Nice-to-haves

• Microsoft Certified Professional (MCP)
• CompTia A+
• CompTia Network+
• Intermediate skills in Presentation/PowerPoint, Spreadsheet, Word Processing/Typing.
• Basic skills in 10-Key, Database, Programming Languages.