This position is accountable for ensuring usability of computer system services for end users by providing the technical expertise, assistance, and coordination necessary to install and maintain computer software products, modify/repair hardware, and resolve other technical problems.

Position Accountabilities

• Provides hands-on desk-side support for end user technical issues related to desktop hardware, operating system, and supported third party applications.
• Completes work orders such as installing equipment, connecting and moving devices, including workstations, telephony hardware, and peripherals.
• Provides hands-on support for network and server teams when required.
• Troubleshoot and resolve technical issues or escalate complex ones to the appropriate tier 3 support teams or third party vendors.
• Serves as first contact for technical issues within assigned site, and assists with Help Desk overflow when necessary.

Organizational Relationship

This position reports to the IT Technical Support Manager.

Position Qualifications

Education & Experience

• Associate or Higher College degree, or equivalent, and some computer training certification.
• Degree in a computer technology field or related fields is preferred
• Experience in a Microsoft 365 environment
• Minimum of two years on desktop support experience

Knowledge & Skills

• Ability to communicate and interact successfully with a diverse community and to develop and maintain positive professional relationships with the team and our customers.
• Attention to detail.
• Creative thinking and problem solving.
• Ability to capture and communicate the context of a situation.
• Excellent oral and written communication skills, with focus in technical or instruction-oriented writing and in clearly communicating complicated concepts over the phone, in person and in writing.
• Ability to work both independently and with the team.
• Ability to delve into and achieve understanding of a problem or request in order to offer the most appropriate possible solution and/or make accurate referrals to other service providers as needed.
• Strong working knowledge of Microsoft Operating Systems and Office productivity products.
• Ability to work on multiple assignments with minimal supervision.
• PC hardware troubleshooting skills.
• Software troubleshooting skills.
• Printer/fax/copier troubleshooting skills.

Other

• Occasional travel may be required.
• Requires the ability to lift and carry up to 50 lbs.

Salary offered will be based on several factors including but not limited to education, work experience, certifications, etc. This position is also eligible to participate in either an applicable incentive compensation plan for the position or a discretionary profit sharing bonus program. General information on our comprehensive benefits package can be found by visiting https://www.atlanticunionbank.com/about/careers/benefits.

We are proud to be an EEO/AA employer, Minority/Female/Disability/Veteran. We maintain a drug-free workplace.