IT Support Specialist II - Remote

The position is described below. If you want to apply, click the Apply Now button at the top or bottom of this page. After you click Apply Now and complete your application, you'll be invited to create a profile, which will let you see your application status and any communications. If you already have a profile with us, you can log in to check status.

Need Help? (https://www.brainshark.com/bbandt/careers-site-faq)

If you have a disability and need assistance with the application, you can request a reasonable accommodation. Send an email to Accessibility ([email protected]?subject=Accommodation%20request)

(accommodation requests only; other inquiries won't receive a response).

Regular or Temporary:

Regular

Language Fluency: English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

Performs intake activities related to the support of end-users. Documents problems they are experiencing and gathers information necessary for problem resolution. Provides first level service desk support for multiple lines of business users and applications.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

Follow established methodologies or procedures to determine end-user problems and provide a solution.

Triage and resolve L1 end user support for line of business applications.

Intake incoming calls, emails; self-service incidents.

Gather information and log issue in the support tool for resolution.

Provide desktop/laptop hardware, software, and operating systems support; and resolve printer, network, BitLocker and VPN issues.

Perform user access maintenance for line of business applications.

Manage support service requests and follow standard procedure to resolve request.

Escalate highly complex, non-routine issues to more experienced teammates.

Work within standard guidelines and make decisions within guidelines.

Interact with production services, software systems engineering, applications support, and/or applications development teams to restore service and/or identify and correct core problem.

Review and maintain department knowledge base document and policies.

Assist with training less experience teammates and end users.

QUALIFICATIONS

Required Qualifications:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

High school diploma and 5 years of end-user support experience or equivalent combination of education and work experience.

Understanding of software and hardware deployed within a business.

Effective verbal and written communication skills.

Preferred Qualifications:

Associate's or technical degree and 6 years of work experience in IT.

Knowledge of specific software and hardware.

Banking or financial services experience.

Basic understanding of Window operating systems, Microsoft applications (Excel, Word, Teams, Office)

Ability to listen to the client for clarity and use standard practice to assist.

Knowledge of AWS Cloud or a call center phone system tools.

Ability to work flexible hours - including evenings and weekends (rotating).

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist’s generous benefit plans, please visit our Benefits site (https://benefits.truist.com/)

. Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

Truist supports a diverse workforce and is an Equal Opportunity Employer that does not discriminate against individuals on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. Truist is a Drug Free Workplace.

EEO is the Law (https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf)

Pay Transparency Nondiscrimination Provision (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf)

E-Verify (https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf)