The Bancorp

Modern Workforce Technology Engineer II

The Bancorp

full-time

Posted on:

Location Type: Hybrid

Location: Sioux Falls • South Dakota • United States

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Tech Stack

ITSM

About the role

  • Serves as both initial contact point and/or second level support for incoming requests from end-users through multiple engagement mechanisms including phone, chat, email, web, and ITSM toolsets.
  • Responds to, evaluates, and processes individual or large-scale escalations through defined processes.
  • Provides end-to-end new hire and termination services including shipping and/or deploying the PC and corresponding peripherals as required, meeting defined SLAs and procedures.
  • Accountable for access provisioning services across a variety of platforms, following strict controls and procedures.
  • Identifies and escalates gaps or opportunities in processes and controls to increase the reliability, security, and convenience of the end user platforms.
  • Develops documentation and cross-trains technical support teams to maintain newly created approaches and processes.
  • Assists with creation, modification, and pushing software packages and group policies designed to improve consistencies, reduce service requests, leverage automation, and improve security.
  • Follows and maintains strict licensing compliance procedures and reports discrepancies.
  • Delivers user and/or device move related activities including new office openings, office closures, and internal move events.
  • Maintains end-user technologies such as computers, telephones, IDF, VTC, and printers.
  • Installs and configures software in accordance with department policies and procedures.
  • Participates in small teams and project initiatives to deliver operational services and/or execute approved projects.
  • Provides first and second level support for end-user and/or site issues.
  • Responds to assigned tickets, resolves issues, documents actions, and closes tickets in the system.
  • Interacts with internal clients to obtain a clear and detailed description of the issue.
  • Updates internal clients on solutions, as well as managing expectations and timing of resolutions.
  • May provide hands-on training when walking clients through equipment setup and/or issues.
  • Follows up as needed to ensure client satisfaction.
  • Manages technology inventory and works with management to meet supply needs.
  • Utilizes pre-defined processes to maintain inventory records throughout the lifecycle of equipment.
  • Performs minor hardware repairs including hard drive replacements, RAM swaps, and clearing print jams.
  • Facilitates complex repairs with third parties, as required.
  • Assists with video conference events as defined by the organizer/lead.
  • Assists the network support team with setup, maintenance, and troubleshooting of various parts of the network.
  • Performs other duties as assigned.
  • Occasional travel.

Requirements

  • An undergraduate degree in a related field and/or an equivalent combination of training and experience.
  • 3 years of experience working in a technical support capacity in an enterprise environment.
  • Hardware or manufacturer certifications a plus.
  • Experience supporting a mix of local and remote users in a process-driven environment.
  • Excellent verbal, written, and interpersonal communication skills.
  • Excellent customer service skills with a high level of customer focus and motivation.
  • Comfortable working in front of and/or presenting to large audiences.
  • Experience with troubleshooting technical issues.
  • Experience with enterprise technologies such as Active Directory and Office 365.
  • Knowledge of Apple operating systems a plus.
  • Experience with Mobile Device Management a plus.
  • Ability to prioritize and organize efficiently.
  • A team player, able to work effectively in a team fostered, multi-tasking environment.
  • Off-hours support using a rotating on-call schedule.
  • Occasional domestic travel spanning several days <5%.
  • Must be able to lift 35 pounds.
Benefits
  • Health insurance
  • 401(k) matching
  • Flexible work hours
  • Paid time off
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supporttroubleshootinghardware repairssoftware installationaccess provisioningMobile Device ManagementActive DirectoryOffice 365documentation developmentprocess improvement
Soft Skills
customer servicecommunicationteamworkorganizationinterpersonal skillspresentation skillsproblem-solvingclient satisfactionmulti-taskingmotivation
Certifications
undergraduate degreehardware certifications