Summary: 

The 2^nd Shift for the Technical Support team is a new functional group / role designed to handle the overflow of work and ticket assignments from the day team. The work load for this 2^nd Shift group will cover a range of responsibilities including: technical ticket assignments, building and imaging hardware (PCs, Laptops), configuring printers, deployment and setup of hardware, moving users, ticket creation from email requests, sending status updates and communications to end-users, testing / reviewing documentation and troubleshooting various issues, managing the printer environment, using HP Web Jetadmin, servicing printers, changing toner / maintenance kits, collecting and return shipping of used printer consumables (toner). 

The 2^nd Shift lead technician will be required to effectively manage their own work load, prioritization, and tracking for all assigned issues and support tickets. All assigned work will be tracked in the Remedy ticket tracking system. Performance will be measured on the accuracy of work completed and the details / information entered for all assigned tickets. As a technical support supervisor, this person will provide the oversight and management required for any resources assigned for work during the 2^nd shift. The quality of work performed (accuracy, timeliness, level of customer service) will be the responsibility of the Support Supervisor. 

This position, and any other resources on this shift, will work very closely with various members of the Technical Support, Desktop Engineering and Security Administration teams. 
 

Essential Duties and Responsibilities: 

• Required to work the hours of 4:00 PM PT to 1:00 AM PT. This is a second, off-set shift that will conduct work beyond normally scheduled FRB business hours.
• Responsible for the quality completion of assigned tickets / requests within the designated time frames.
• All requests and assignments will be tracked / updated / resolved in Remedy.
• The lead technician will direct and oversee any support team members assigned to work on the 2^nd shift.
• Ability to correctly complete hardware configurations and deployments, not limited to PCs, laptops, printers.  Perform imaging, loading of required software and final quality assurance (QA).
• Responsible for effectively communicating with appropriate team members and providing timely updates via e-mail, intranet or phone.
• Researches, resolves and responds to first and second level trouble tickets. Escalates tickets in a proper and timely manner per procedure to facilitate resolution.
• Responsible for effectively communicating systems issues to end-users and providing timely updates via broadcast messaging, e-mail, intranet or phone.
• Responsible for supporting the operation, maintenance and repair of the personal computers, and related software and network components.
• Provides support and maintains written resolutions to frequent problems as they relate to networks, hardware, software applications, and telecommunication systems in use by Bank personnel.
• Responsible for logging trouble tickets in Remedy and ensuring timely settlement of assigned user requests and issues.
• Acts as a coach and mentor to designated Technical Support team members.

Additional Duties and Responsibilities: 

• Remains informed of job-related responsibilities and issues through attending meetings and scheduled training sessions.
• As directed my management, may be assigned to work with other IS teams and/or business groups.
• May be involved and assist with the development and implementation of training materials for the Technical Support team.
• May be assigned to assist fellow Technical Services teams in the routine maintenance of infrastructure equipment as needed.
• Maintains a flexible work schedule beyond “standard” scheduled hours.
• Works the designated shift between 1:00 PM and 2:00 AM weekdays, and designated weekend shifts (Saturday and/or Sunday) when assigned.
• Perform other duties when assigned.

Experience/Skills Required: 

• Requires a minimum of three years technical support / help-desk experience, including a demonstrated record supporting and using all Bank supported versions of PCs, Microsoft applications and platforms: Windows, Active Directory, Office suite of applications including Outlook, and Terminal Server/Citrix MetaFrame
• Requires demonstrated understanding of the basics of network administration and/or Microsoft product certifications.
• Requires demonstrated understanding of Bank supported core banking applications.
• Requires willingness and ability to adapt to rapid changes in order to support and use future technology.
• Must posses excellent communication and telephone skills and the ability to problem-solve technical issues.
• Requires strong interpersonal and organizational skills, including the ability to meet deadlines, follow written policies and procedures, and maintain superior customer service at all times with all users.
• Requires proficiency with varied types of computer hardware and software.
• Requires proficiency with varied computer and network operating systems.
• Must posses a general knowledge of all bank operations.
• Must exercise a reasonable amount of independent judgment under a minimum of supervision.

Education Requirements: 

• High-school diploma required.
• Four-year college degree preferred with an emphasis in a computer related field or the equivalent skill, knowledge and mental development.

Physical Requirements: 

• Vision must be sufficient to read data reports, manuals and computer screens.
• Hearing must be sufficient to understand a conversation at a normal volume, including telephone calls and in person.
• Speech must be coherent to clearly convey or exchange information, including the giving and receiving of assignments and/or directions.
• Physical ability must be sufficient to perform minor technical equipment lifting, moving and/or relocating. Types of hardware include PCs, monitors and printers.
• Position involves sitting most of the time, but may involve walking or standing for brief periods of time.
• Must be able to travel in a limited capacity when required.