Job Description

Job Family: Information Technology

Job Sub-Family: Technical Support

Career Specialization: IT User Support

Career Stream: Support

Career Level: S1

Job Profile

Sub-Family Definition

Technical Support is responsible for providing support to teammate end users in areas of personal computers/servers/mainframe applications, data/voice network, and ERP systems. Activities may include:

• Acquiring, installing, and upgrading PC components & software and planning for/responding to service outages.
• Diagnosing problem source through discussions with users and coordinating with internal organization support and operations groups and/or with vendors to resolve problems.
• Responding to user requests to research complex problems associated with the organization's telecommunications networks (voice and/or data).
• Providing real-time end user ERP systems support, problem identification, and training to facilitate knowledge transfer and prevent problem reoccurrence and knowledge transfer.

Career Specialization Definition

IT User Support is responsible for providing day-to-day technical support to teammates for a range of hardware and software related systems. Activities may include:

• Responds to and diagnoses problems through discussion with users, which includes trouble shooting, fault rectification and problem escalation.
• Provides effective and timely resolution of users’ problems, queries or complaints.
• Assists in hardware and software evaluation and recommends upgrades or improvements to IT infrastructure.
• Other duties as assigned.

Career Level Definition

Entry-level that typically requires little or no prior experience. Responsibilities typically include:

• Work that is routine or follows standard procedures.
• Work that is closely supervised.
• Faces routine problems with clearly defined solutions.
• Communicates information that requires little explanation or interpretation.

Knowledge & Experience

• Typically requires little to no experience or advanced education

Job Code: ITIUSS1

FLSA Status: Non-Exempt

Salary Grade: 111

We are proud to be an Equal Employment Opportunity employer. We maintain a drug-free workplace.

Compensation offered will be based on a variety of factors, including but not limited to education, work experience, skills, certifications, and geographic location, etc.

Eligible teammates may participate in a comprehensive benefits package that includes medical, dental, vision, life insurance, disability coverage, paid time off, retirement savings through a 401(k) plan, wellness resources, and other programs designed to support teammates' health and financial well-being, subject to plan terms and eligibility requirements. In addition, certain positions may be eligible for incentive compensation, bonuses, or other variable compensation, subject to applicable plans and performance criteria. General information on our comprehensive benefits package can be found by visiting Employee Benefits | Banking Career Benefits | Atlantic Union Bank