Tech Support Spec Tier II Glacier Bancorp, Inc. Missoula
Tech Support Spec Tier Ii
Glacier Bancorp, Inc.
Short Description :
Experience, or currently working towards a Degree in Computer Science, Business Information Systems, or similar field is required Technical Support Specialist Tier II will provide overall technical support to bank employees, bank employee support personnel, and other service ,…
Full Description :
About the Role:
Technical Support Specialist Tier II will provide overall technical support to bank employees, bank employee support personnel, and other service department support staff, while focusing on diagnosing, troubleshooting, and resolving incidents escalated from Service Desk level I and II. Support incidents can range from various hardware and/or software issues with storage systems and solutions. Technical Support Specialist Tier II is also relied on as subject matter experts around their area of expertise, by proactively documenting technical solutions and creating and delivering training to Service Desk level I and II. DUTIES AND RESPONSIBILITIES:
Manage incidents ensuring timely and high quality communication with customers and resolution of all issues. Follow through on customer commitments with courtesy and sense of ownership. Manage assigned tickets to ensure SLA compliance and customer satisfaction. Through troubleshooting and determining the best course of remedy, recommends appropriate equipment needed to resolve reported systems. Champions the implementation of workarounds and permanent fixes.
Support Internal business systems: Provide technical support via remote and onsite support for escalated incidents and requests from Service Desk and other service departments. Utilize knowledge of the customer environment delivering timely and high quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer.
Document steps taken to diagnose and resolve problems for future reference. As assigned, document configuration or procedural changes resulting from troubleshooting and problem resolution.
Engage in training opportunities to maintain technical capabilities as well as perform training of other Service Desk staff as requested.
Must comply with all company policies and procedures and all applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Must complete the assigned online training courses and achieve a passing score by due date.
This is a Corporate Position located in Missoula, MT. The entry rate for this position is $19.02 per hour. All compensation offers are dependent on geographical location, and are analyzed independently, and consider the following: location, years experience, educational background, and existing internal equity. To learn more about our bank divisions, please visit: https://www.gbcijobs.com/pages/about-us.
A minimum of one year of experience in a call center or technical assistance center supporting networks, and IP Telephony is required.
Experience using tools required to support technology systems, including; Windows, servers, client toolsets, network troubleshooting tools, and other infrastructure consoles and toolsets is required.
Experience logging and tracking customer requests and/or incidents in a CRM/ticketing system or defect tracking application is preferred.
Active Directory maintenance experience is preferred.
Experience with Thin Clients in a Citrix environment is preferred.
Associate degree in Computer Science or equivalent work experience, or currently working towards a Degree in Computer Science, Business Information Systems, or similar field is required. Other combinations of education and relevant experience may be considered.
CompTIA certification or other relevant certification is preferred.
KNOWLEDGE, SKILL, ABILITY:
Ability to analyze, apply problem solving skills, and manage tasks to resolution.
Ability to communicate moderately complex or technical information, ideas and results effectively in both oral and written form.
Ability to coordinate between departments and teams to achieve results.
Ability to work comfortably within a “Total Ownership” culture that is managed through pre-established Key Processing Indicators and Service Level Agreements.
Capacity to work in an interruptive environment and still deliver quality solutions.
Ability to assess a problem and identify potential solutions.
Ability to work and achieve results without constant supervision.
Ability to clearly translate technical issues in simple non-technical terms.
Ability to maintain professional interactions with all members of the team and customers at all times.
Demonstrated ability to learn new technologies with minimal supervision.
Excellent Hardware and Software troubleshooting skills.
A significant level of trust, credibility and diplomacy is required. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance.
WORK ENVIRONMENT: Must be able to routinely perform work indoors in climate-controlled shared work area with moderate noise level. Must be capable of up to 25% travel (e.g. 1 week or 5 days/month) by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities. Travel will be necessary to conduct the duties of this job, and the employee must have the ability to drive and have proper licensing. PHYSICAL DEMANDS: The physical demands 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.
While performing the duties of this job, the employee is often required to: sit; use hands in repetitive motions to finger, grasp, handle or feel; and talk or hear. The employee is occasionally required to: stand; walk; and lift or reach with hands and arms.
Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance. Must be capable of climbing / descending stairs in an emergency situation.
Specific vision abilities required by this job include: The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation/inspection of machines and/or using measurement devices at distances close to the eyes.
What We Offer:
COMPENSATION & BENEFITS: Salary is dependent upon relevant experience. We offer an extensive benefits package that includes, but is not limited to, flexible health coverage options: medical/dental/vision (partially employer paid with competitive premiums), health rewards program, possible employer contribution to a Health Savings Account, Employee Assistance Program (EAP); life insurance; 401K retirement plan with immediate vesting (up to 3% employer match, 3% automatic employer contribution, and profit sharing); discounted banking products and services; paid vacation/sick days, and paid holidays. COMPANY OVERVIEW: At Glacier Bancorp, our employees are our most valuable asset. We seek qualified individuals who enjoy people, are innovative and eager to learn. We are dedicated to providing opportunities for personal advancement and professional growth by investing in the tools and training needed to build a personalized career path for you.
is a regional bank holding company headquartered in Kalispell, Montana with assets greater than $12 billion, operating in numerous community bank divisions across 8 states (Montana, Idaho, Utah, Washington, Wyoming, Colorado, Arizona and Nevada). We pursue a community banking philosophy, emphasizing personalized service combined with the full resources of a large banking organization. Over the years, Glacier Bancorp has received numerous awards for stability and soundness, and has repeatedly ranked among the top 10% in the nation for financial strength.
We are an Equal Opportunity Employer and qualified applicants or employees will receive consideration for employment without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, mental or physical disability, age, genetic information, protected veteran status, or any other category protected by applicable federal, state or local laws.
does not sponsor applicants for work visas. All applicants must be legally authorized to work in the US. No Recruiters or unsolicited agency referrals please.