Tech Support Specialist
The Company
Since first opening in 1984, The Bank of Tampa has focused on serving Tampa Bay professionals and owner-managed businesses, which has given us an insight into our community that other banks simply cannot match. Our lenders and their teammates use their deep understanding of the area to help our clients establish professional, cultural and social ties that benefit their businesses, their families, and themselves. We are committed to providing the highest level of banking services while nurturing a strong and lasting professional relationship that contributes to our client’s success. Personalized service to our clients and our community is what we are all about.
The Bank of Tampa is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce.
Position overview
We differentiate our Brand from large financial institutions by the special relationships we build between our Bankers and our Clients. What sets our Bankers apart from others is the value we bring in consulting to our clients on their individual financial objectives. Our commitment shows in our professional, team-oriented office environment that encourages both personal and professional growth for our staff and in the pride we take in recognizing our clients, knowing their name, and appreciating their individuality.
The Blanchard Operations Center is a critical component of the Bank’s success, providing strategic and operational support that enables the exceptional delivery of all of our Banking products and services through a flexible, shared services environment; we deliver operational efficiency and effectiveness that promotes our client experience. There are approximately 70 roles in the Blanchard Operations Center that partner with Office and line of service teams to support our clients. Our Information Technology team specifically supports our technology infrastructure, network, and application needs across the Bank.
It is the goal of our Technical Support team to provide internal and external client’s information technology support, including the planning and installation of computers and workstations in a network, troubleshooting hardware, network and software issues, address security and computer performance issues, and provide support
Primary Duties and Responsibilities
· Demonstrates expert ability to communicate, serve, and follow up with internal and external clients, partnering with vendor support contacts and peers to resolve hardware and software issues
· Serve as the first point of contact for internal clients seeking technical assistance via the phone, email or helpdesk ticketing system.
· Knowledge of principles and theories of network systems and management, internet technologies and products.
· Demonstrated ability to troubleshoot and resolve software and application issues.
· Demonstrates expert ability using PC applications including current versions of Microsoft Windows , Microsoft Office, TCP/IP, and imaging software .
· Experience with working and prioritizing issues within a helpdesk ticketing system to meet SLA goals.
· Coordinating new equipment deployments or software installs with internal clients.
· Demonstrates the ability to work in a fast-paced environment utilizing team resources to meet multiple client deadlines.
· Demonstrates ability to estimate, schedule, and complete Technical Support tasks in a timely manner.
· Demonstrated experience working for a corporate entity in the IT support/helpdesk department.
· Assist with Tech Support initiatives, IT requirements with client needs.
· Experience with imaging and deploying new desktops and laptops in a corporate environment using imaging software.
· Experience utilizing Ant-virus software to remove viruses, malware and malicious files from desktops or laptops.
“ This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.”
Minimum Qualifications
· 2 years’ experience as a Technical Support Specialist or similar role.
· 2 year Undergraduate Degree (e.g., AS, AA) in computer science, information technology, telecommunications or electronics engineering or 3 or more years of network related experience
· Current Microsoft certification or significant progress towards completion.
Additional requirements
· Ability to lift 50 pounds and work in confined spaces.
· 0-20% Travel required to other company branches or location.
· Valid Driver’s licence; ability to drive in daylight and night time to travel between office locations.
Knowledge Preferred
· Basic knowledge of banking systems and application .
· Ability to deal with fast-changing technology and willingness to gain new knowledge and technical skills.
· Experience with the latest developments in hardware and software technologies; protocols, networks and operating systems. A basic comprehension of peer-to-peer networks, email systems and network architecture models is preferred but not required.
· Knowledge to troubleshoot and resolve issues with Microsoft operating systems: Windows 10, as well as Microsoft Office 2013 & 2016.
· Experience with user account maintenance and permissions changes using Microsoft active directory users & computers.
· Experience with creating and maintaining user mailboxes, and distribution groups using Microsoft Exchange management console.
· Experience with file permissions and a basic understanding of active directory security groups.
· Experience with troubleshooting hardware issues with laptops, desktops, and other peripherals.
· Experience with imagining and preparing laptops and desktops for deployment.
· Familiarity with troubleshooting mobile device issues as well as Mobile Device management platforms such as AirWatch.
· Experience with running scans on endpoints to ensure the protection of endpoints from Viruses and Malware.
· Experience working in an ITIL-driven environment, and working knowledge of ITIL principles and processes.
Attributes for Success
· Self-motivated with action and results delivery orientation; demonstrated initiative and accountability by willingness to assume additional duties other than assigned
· Portrays Strong interpersonal skills, projecting an approachable demeanour
· Consult, facilitate and build relationships in order to foster partnership, collaboration & teamwork across all levels of the organization
· Works independently and with others to identify issues and develop solutions
· Demonstrates strong interpersonal and written/ verbal communication (listening, confidence, professionalism, persuasion) with individuals across all levels of the organization
· Is resourceful and flexible with regard to shifting priorities, new demands and challenge
Our values
Preserve and enhance our culture in which the values of honesty, integrity, confidentiality, trust and respect are the underlying principles by which we work
Make a meaningful difference in our community through our service and financial support
Maintain a safe and sound institution that operates in conformity with the spirit as well as the letter of all applicable laws, rules and regulations, and to maintain open and forthright communication with our regulators
Benefits
You will have the opportunity to participate, subject to the terms and conditions of the respective plans, in a comprehensive package of benefit plans – from medical, life, disability, and other insurance programs to savings and retirement plans and an array of work/life effectiveness policies and programs. As a highlight:
· Eligibility for health, dental, life and disability insurance coverages begins 1 st of the month after hire.
· Retirement Plan - 401k with matching
· ESOP- Employee Stock Ownership Plan
· Time away from work – vacation time, sick time and holidays
· Tuition Assistance
· Professional development opportunities
· Eligibility for health, dental, life and disability insurance coverages begins on date of hire.
· Retirement Plan - 401k with matching
· ESOP- Employee Stock Ownership Plan
· Time away from work – vacation time, sick time and holidays
· Tuition Assistance
· Professional development opportunities
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