PRIMARY RESPONSIBILITIES:
Respond to and resolve help desk escalations based on outcome of previous incidents.
Complete related master work orders or request-based tasks.
Respond to and resolve identified technical incidents based on outcomes of previous incidents; analyze and isolate the issues.
Use basic diagnostic tools to troubleshoot issues.
Complete systems maintenance activities following Standard Operating Procedures (SOP), such as patching, health checks, operating system updates, validating changes and maintaining operational and configuration standards. Research options when anomalies occur and report complex issues to senor staff.
Participate in project work within the team.
Provide coaching to less experienced staff on processes.
Complete evening responsibilities as scheduled.
Identify improvement opportunities to existing procedures to improve efficiency; document these changes as needed.
Understand and adhere to the Company's risk and regulatory standards, policies and controls in accordance with the Company's Risk Appetite. Identify risk-related issues needing escalation to management.
Promote an environment that supports diversity and reflects the Bank brand.
Maintain internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
Complete other related duties as assigned.
EDUCATION AND EXPERIENCE REQUIRED:
Minimum of 4 years higher education and/or work experience.
Prior experience reading and digesting technical information.
Detail-oriented.
Proven written and verbal communication skills.
Prior experience communicating technical problems to management.
Strong customer focus, including ability to manage customer needs and multiple work priorities.
Prior experience providing updates and statuses.
EDUCATION AND EXPERIENCE PREFERRED:
Bachelors degree in technology-related field.
Minimum of 5 years higher education and/or work experience.
Certifications or special training in related technologies.
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