Technical Support Specialist II

The IT Support Specialist II is responsible for providing advanced technical support as a Tier 2 help desk professional, as well as performing operational system administration duties. This position is a critical point of escalation for complex technical issues, requiring a blend of strong troubleshooting skills, an understanding of IT infrastructure, and the ability to manage and maintain core systems.

Essential Functions

Support

Serve as a primary escalation point for all technical support issues from Tier 1, resolving complex problems related to hardware, software, networking, and user accounts.
• Maintain a high level of customer service for Bank personnel and customers regarding technology questions, support, and issues.
• Investigate and resolve escalated technical issues, performing root cause analysis to prevent recurring problems. This may involve collaborating with other IT teams or third-party vendors to find solutions.
• Provide on-site support to locations as needed and perform regular branch inspections.

Operational

• Perform operational duties to ensure the stability, security, and performance of IT systems, including user account management, system patching and updates, and routine monitoring of servers and network infrastructure.
• Install, maintain, and troubleshoot hardware and services for all business units, including endpoint hardware, software, phone systems, mobile devices, printers, multi-function devices, TCRs, video conferencing equipment, and network issues, while adhering to change control and asset management procedures.
• Perform installation and upgrades of server and desktop applications, following proper change control procedures.
• Utilize and support key IT platforms like Citrix, VMware, Azure, and Microsoft 365 to ensure seamless operations.
• Function as a liaison for team members when dealing with vendors in a technical capacity.
• Monitor and review network and security performance reporting and work with vendors to resolve problems.
• Assist in the maintenance, configuration, and upgrades of servers, network devices, and other critical infrastructure. This includes deploying software, managing system back-ups, and ensuring data integrity.

Administrative

• Participate in and contribute to IT projects and initiatives, such as system implementations, migrations, and infrastructure upgrades.
• Provide guidance and training to end-users on new software, hardware, and IT best practices to improve self-sufficiency and overall system security.
• Provide guidance and training to end-users on new software, hardware, and IT best practices to improve self-sufficiency and overall system security.
• Create and maintain comprehensive documentation for common issues, operational procedures, and system configurations. Contribute to the team's knowledge base to improve efficiency and facilitate knowledge transfer.
• Continuously look for ways to improve IT department processes and services.
• Assist in IT Department Disaster Recovery, support, documentation, and quarterly reviews.

• A Bachelor's degree or a relevant industry certification is preferred.
• Alternatively, 4-10 years of help desk, troubleshooting, and network experience, or equivalent applicable work experience, will be considered.

Skills and Competencies

• Communication: Ability to communicate technical information to non-technical Team Members, with exceptional customer service skills and the ability to interact well with Team Members, vendors, and customers.
• Technical Knowledge: Installation, configuration, and maintenance of user workstations, printers, phones, networks, and related hardware and software. Technical knowledge of Microsoft 365, Citrix, VMWare, and Windows Server environments.
• Problem-Solving: Ability to identify and resolve computer system malfunctions and operational problems, with strong analytical and problem-solving skills.
• Security: Knowledge of computer and/or network security systems, applications, procedures, and techniques.
• Organizational: Skill in organizing resources and establishing priorities. Ability to handle multiple concurrent projects in a high-pressure environment.
• Continuous Learning: Ability to learn and support new systems and applications.

Compliance

• Comply with all applicable regulations and Bank policies regarding employment and employment law.
• Participate in annual compliance and other job-related training.
• Comply with applicable bank regulations, Bank policies and procedures.
• Comply with Bank's internal privacy and ethics standards.

Working Conditions

Traditional office environment with the ability to work remotely on a hybrid basis; the office maintains five day a week operations (Monday - Friday) with operational hours of 8:00am - 5:00pm. Must be available for on-call shifts on evenings and weekends as necessary.

Physical Demands

Penn Community promotes an equal opportunity workplace, which includes reasonable accommodations of otherwise qualified disabled applicants and employees. Please contact Human Resources with questions regarding the physical demands of this position.

• Lifting/carrying up to 85 lbs.
• Manual dexterity for computer work
• Speaking, hearing, and vision are required to perform essential functions
• Ability to drive, with a valid driver's license, to meet with customers outside of the office; Events may occasionally require work on evenings and weekends.

Equal Employment Opportunity

It is the policy of Penn Community to provide equal employment and advancement opportunities to all individuals. For this reason, employment decisions at Penn Community will be based on merit, qualifications, and abilities. Except where required or permitted by law, employment practices will not be influenced or affected by an applicant's or Team Member's race, color, religion, sex, national origin, age, sexual orientation, physical or mental disability, veteran status, or any other characteristic protected by law.