Role Description: As part of a diverse and skilled Customer Experience team, you will be tasked with providing infrastructure support to UFS bank customers. You’ll answer questions via phone and e-mail about IT applications and functions, issue resolution and training. The ideal candidate will have a background within IT and experience with a financial institution. This position works under the leadership of the Managed Services Manager and VP of Customer Experience and in collaboration with other teammates across the company.

Primary Responsibilities: Overall accountability for this role includes but is not limited to:

• Answer, evaluate and prioritize service requests received via phone, voicemail, email, etc.
• Log and track all requests using company’s customer management tracking system, including documenting all actions taken to resolve requests
• Document resolutions/technical information in a central location for knowledge sharing internally and with customers
• Install, configure, harden and maintain client/server hardware, software and related Microsoft technologies
• Provide technical support for client/server applications, including banking related applications
• Participate in assessments, project planning and client meetings
• Participate in technical projects as directed by the leadership team
• Work with third party vendors on behalf of customers
• Perform daily checks to ensure system availability and successful backup execution
• Collaborate with team members to resolve more complex problems and escalate as needed
• Test and deploy new software and procedures, installations, conversions and upgrade activities
• Resolve remote access issues, network connectivity, VPN and LAN/WAN connectivity issues
• Analyze and evaluate service requests to identify trends and make recommendations

Key Attributes: In addition, a qualified individual will possess the following values:

• Enjoy working in a team-oriented, collaborative environment
• Strong analytical, creative problem-solving and troubleshooting skills
• Motivated, curious and independent learner with a strong sense of ownership and accountability
• Ability to work effectively with deadline requirements
• Excellent verbal and written communication skills
• Excel at managing multiple projects and responsibilities in a fast-paced, customer-centric environment with a focus on accuracy and details
• Effective time-management, prioritization and scheduling skills
• Take ownership of customers issues and follow problems through to resolution

Education & Experience:

• Technical degree in related field is desired
• 3 to 5 years IT infrastructure support experience desired
• Robust understanding of Microsoft desktop solutions
• Prior experience providing customer service via phone or in-person required
• Recent (within the last 5 years) experience at a financial institution (bank and/or credit union) preferred

Our Competitive Benefits Package: 

• Paid vacation and holidays
• 401k program with employer match up to 6%
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Long- term and Short- term Disability Insurance

Personal and Professional Development:

• Ongoing Professional Development
• Vibrant Leadership Development Program
• Optional Employee and Family Events: fun stuff like zoo trips, ball games, Christmas parties and cook-outs