TIER I ESSENTIAL RESPONSIBILITIES

• Provide first line response for users requiring assistance with information technology issues and problems.
• Respond to requests for technical assistance by phone, email and/or using a ticket management system.
• Escalate more involved problems to the Tier 2 technicians.
• Quickly and accurately determine incident scope and impact.
• Support and be able to add new personal computers, tablets, printers, and smart phones to network.
• Add, delete, change user account and permissions in Active Directory, Banking applications, and other business applications.
• Support a wide variety of banking and business applications.
• Install and update applications for new workstations.
• Help with physical computer, printer, and phone moves in and between offices.
• Complete other duties as assigned.

TIER I ADDITIONAL RESPONSIBILITIES OR DETAILS

TIER I ESSENTIAL SKILLS, EDUCATION AND EXPERIENCE

• 1-2 years relevant experience or equivalent IT or Systems post High School Training.
• CompTIA A+ certification or equivalent preferred.
• Can work well independently and as a member of a project team.
• Exceptional client service and communication skills.
• Detail oriented and problem solver with strong organizational skills and ability to handle multiple tasks at once.
• Available to work outside Greenville Area which may include travel and/or overnight stays and flexible hours.
• Ability to maintain confidentiality and exhibit a high degree of integrity.
• Able to lift technology equipment to include and not limited to computers, monitors, desktop printers, and scanners.
• Complete and thorough understanding of Windows 10 OS.
• Solid support-based knowledge of Microsoft Office Suites (2013 – O365).
• Solid comfort level working with network topologies and protocols (preferred).
• Solid understanding of Active Directory and other Windows Administration Tools (preferred).
• Solid understanding of troubleshooting theory (preferred).

TIER II POSITION SUMMARY

Tier 2 Information Technology Support Associates serve as a first point of contact or the escalation point from Tier 1 for IT support at Southern First. Their primary role responsibility is to handle escalated or more complex support tickets so that Tier 1 associates can provide front-line support to users. Associates in this role have developed a strong understanding of troubleshooting theory and are able to assist users with most issues without further escalation. As the role often requires interdepartmental communication, the associate must be able to exhibit excellent teamwork and communication skills.

TIER II ESSENTIAL RESPONSIBILITIES

• All essential responsibilities of an Information Technology Support Associate I alongside role-specific responsibilities.
• Provide an escalation point for Tier 1 technicians requiring assistance with advanced or time-sensitive issues and problems.
• Help retrain Tier 1 technicians on more advanced issues to grow the technical skills of the team.
• Identify issues requiring multi-layer support and escalate further as required.
• Quickly analyze and identify problems and develop and implement effective solutions.
• Create solutions documentation and support materials for technical troubleshooting and end-user training.
• Respond to or resolve tickets within appropriate SLA.
• Develop a strong understanding of bank applications and their support structures.
• Develop niche skillsets based on bank need through continuing education and mentorship.
• Exemplify the customer service standard the IT team has developed every day.
• Complete other duties as assigned.

TIER II ADDITIONAL RESPONSIBILITIES OR DETAILS

TIER II ESSENTIAL SKILLS, EDUCATION AND EXPERIENCE

• 2-5 years relevant experience or equivalent IT or Systems post High School Training (associate’s or bachelor’s degree preferred).
• CompTIA A+ and CompTIA Network+ certifications or equivalent preferred.

• Can work well independently and as a member of a project team.
• Exceptional client service and communication skills.
• Detail oriented and problem solver with strong organizational skills and ability to handle multiple tasks at once.
• Ability to maintain confidentiality and exhibit a high degree of integrity.
• Able to lift technology equipment to include and not limited to computers, monitors, desktop printers, and scanners.
• Available to work outside Greenville Area which may include travel and/or overnight stays and flexible hours.
• Previous experience with ticketing systems or SLA-based systems preferred.
• A complete and thorough understanding of Windows 10 OS.
• Solid understanding of Windows Server OS (2003-2016).
• A thorough support-based knowledge of Microsoft Office Suites (2013 – O365).
• A solid comfort level working with network topologies and protocols.
• A thorough understanding of troubleshooting theory.
• A thorough understanding of Active Directory and other Windows Administration Tools.

WORK CONDITIONS

• Ability to sit for long periods of time working at a computer and telephone.
• Some travel required.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)