Technical Support Technician II - Home Bancshares : Job Details

GENERAL DESCRIPTION OF POSITION

The Technical Support Technician II is responsible for the resolution of hardware and configuration issues. This position provides support and assists with the educational development of entry-level technicians.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Provide level II support to identify, diagnose, and resolve issues for users of the personal computer software and hardware, network, the Internet and new computer technology; communicates solutions to end-users. This duty is performed daily, about 75% of the time.

2. Support and mentor level I technicians. This duty is performed daily, about 15% of the time.

3. Act as a backup resource for all onsite service calls. This duty is performed as needed.

4. Immediate backup for all Technician I duties. This duty is performed daily, about 10% of the time.

5. Work with third party vendors to resolve higher level issues. This duty is performed as needed.

6. In-house repair of common branch equipment. This duty is performed as needed.

7. Maintain industry knowledge and certifications to recommend system and process improvements. This duty is performed daily.

8. Provides assistance to technical support supervisor in creating materials for end-user frequently asked questions (FAQs). This duty is performed daily.

9. May be required to work an alternative location within the bank. This duty is performed daily.

10. The ability to work in a constant state of alertness and in a safe manner. This duty is performed quarterly.

11. Completes required BSA/AML training and other compliance training as assigned.

12. Perform any other related duties as required or assigned.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

EDUCATION AND EXPERIENCE

Knowledge of a specialized field (however acquired), such as basic accounting, computer, etc. Equivalent of four years in high school, plus night, trade extension, or correspondence school specialized training, equal to two years of college, plus 2 years related experience and/or training, or equivalent combination of education and experience.

COMMUNICATION SKILLS

Ability to effectively communicate information and respond to questions in person-to-person and small group situations with customers, clients, general public and other employees of the organization. ability to write reports, business correspondence, and policy/procedure manuals; ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply and divide numbers. Ability to perform these mathematical skills using money and other forms of measurement.

CRITICAL THINKING SKILLS

Ability to utilize common sense understanding in order to carry out written, oral or diagrammed instructions. Ability to deal with problems involving several known variables in situations of a routine nature.

REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS

Not indicated.

PREFERRED CERTIFICATES, LICENSES, REGISTRATIONS

Microsoft Certified Professional (MCP)

CompTia A+

CompTia Network+

SOFTWARE SKILLS REQUIRED

Intermediate: Presentation/PowerPoint, Spreadsheet, Word Processing/Typing

Basic: 10-Key, Database, Programming Languages

WORKING CONDITIONS

Somewhat disagreeable working conditions. Continuously exposed to one or two elements such as noise, intermittent standing, walking, pushing, carrying, or lifting. May involve some travel and/or work is at times, in the evening or during the night hours.

ENVIRONMENTAL CONDITIONS

The following work environment characteristics described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

PHYSICAL ACTIVITIES

The following physical activities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations.

Semi-repetitive, low physical. Semi-repetitive type work which requires periods of concentration for varied time cycles as prescribed by the tasks.

While performing the functions of this job, the employee is regularly required to talk or hear; and frequently required to stand, walk, sit, use hands to finger, handle, or feel, reach with hands and arms; occasionally required to climb or balance, stoop, kneel, crouch, or crawl, taste or smell. The employee must frequently lift and/or move up to 50 pounds; regularly lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision; and distance vision.

ADDITIONAL INFORMATION

Required Education and Experience:

* 2 + years of experience installing, maintaining and troubleshooting Microsoft Products

* 2 + years of experience supporting and troubleshooting pcs in networked environment

* 2 + years of network hardware and software troubleshooting experience

Required Proficiencies:

* Must be able to communicate effectively with users

* Must be well organized with technical documentation skills

* Strong interpersonal, written, and oral communication skills

* Be able to work well with other people in a team oriented environment

* Able to conduct research into networking issues and products as required

* Must be self-motivated and work with modest supervision

* Knowledge of Desktop operating systems

* Knowledge of various software applications and basic hardware for PC

* Knowledge of Internet technologies and products

* Have and maintain a good driving record

* Ability to work with minimal supervision, prioritize work load and follow instructions and perform duties as assigned

This position may require the use of a vehicle to install, troubleshoot, and/or remove IT-related equipment, network, etc. Therefore, this position is classified as a safety sensitive position.