IT Support Technician III at HomeTrust Bank in Asheville, North Carolina

Job Description:

GENERAL SUMMARY

Under limited guidance, provides advanced technical support on complex, escalated issues to ensure proper computer operations so that end users can accomplish business tasks.  Includes receiving, prioritizing, documenting and actively resolving end user help requests.  Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require individual in-person, hands-on help at the desktop level.  The position acts as a mentor and technical escalation point for IT Support Technicians I & II, providing support in the most complex of situations, and works with vendors who need access to specific systems or servers.  Responsible for execution of asset management including but not limited to performing daily and long-term operational and strategic management of hardware. 

 

ESSENTIAL FUNCTIONS

• Records, tracks, and documents the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.


• Assists end users telephonically, electronically and in person on a wide array of support requests, including troubleshooting, daily network operations, functionality of software and hardware, while demonstrating a high level of customer service.


• Builds rapport and elicits problem details from help desk customers.


• Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the internet to aid in problem resolution.


• Performs preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.


• Acts as an escalation point for IT Support Technician I & II.


• Provides advanced troubleshooting skills and maintains ownership of issues until resolution.


• Field service work within branch network as necessary.


• Participates in bank projects as assigned.


• Researches unique issues as needed and provide actionable solutions for users.


• Maintains confidentiality and security of sensitive information.


• Works alongside vendors who need access to specific systems or servers.


• Other duties as assigned.

 

JOB REQUIREMENTS

Knowledge/Skills/Abilities

• Good problem-solving, analytical and team-working skills


• Working knowledge of ticketing systems


• Superior customer service skills, time management skills, organization skills, and written/verbal communication skills.


• Detail oriented


• Adapts to frequent change, delays or unexpected events


• Effectively manages competing demands

Education/Licenses/Certifications

• Associate degree in a related field required or 4 years of related experience.


• Prefer Bachelor’s degree in a related field.


• CompTIA Cloud+ and CompTIA Security+ certifications


• Microsoft Azure Administrator Certified


• Valid Driver’s License.

Experience

• 4+ years experience of relevant experience


• Banking or Financial Services experience


• Core software applications including Microsoft Word, Excel, Outlook, PowerPoint and SharePoint is essential


• Proficient in Microsoft Active Directory

 

WORK ENVIRONMENT/PHYSICAL REQUIREMENTS/SCHEDULES/TRAVEL

• This job operates in a professional office environment and routinely uses standard office equipment such as computers, phones, photocopiers, and fax machines.


• While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.


• Physical activity requiring reaching, sitting, lifting up to 50 lbs., finger dexterity, grasping, feeling, repetitive motions, talking and hearing are required.


• The employee may need to move around their office to attend meetings and to access files, machinery or other job-related tools


• Up to 50% business travel depending on business needs.


• Offsite work may be required.


• After hours and weekends, while not standard, will be required.

 

HomeTrust Bank promotes an equal employment opportunity workplace which includes reasonable accommodation of qualified applicants and employees.

DISCLAIMER:  HomeTrust Bank is an evolving company.  As such this job description is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job.  While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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