Senior Support Engineer

SUMMARY

The Senior Support Engineer role reviews, analyzes, and evaluates information technology solutions, supports purchase of technology, facilitates processing of IT invoices, and assists with management of IT Vendors. As a member of the IT Service and Delivery team, the Sr Desktop Engineer provides technical support to the company, and assists in the development of best practices, adherence to IT policies and procedures, and helps to ensure overall IT audit effectiveness. You will have the opportunity to tackle a wide range of challenges and provide the analysis that guides teams of technical, operational, and executive personnel. You have an impeccable attention to detail, an intense curiosity and expertise in a wide variety of topics, such as information technology operations, banking platforms, development processes, systems analysis, audit, and regulatory compliance.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• As a member of the IT Help Desk team, provide technical support to company employees

• Accurately log, track and route all problems and requests using IT ticket tracking software; document resolutions
• Assist in the development of desktop procedures for routine IT Help Desk support requests and tasks
• Has functional understanding of IT Audit, IT General Controls, IT Best Practices, and SOX
• Support User Onboarding, User Offboarding, and User Access requests to company systems and applications.
• Ensure IT SLA's are met for ticket resolution, termination of access
• Supports IT Purchasing of desktop technology and end-user-computing
• Facilitates proper processing of IT Invoices and Cost Center charge-back
• Assists with the vendor management lifecycle of IT vendors
• Be a change agent for legacy practices and continuous process improvement

ADDITIONAL RESPONSIBILITIES

• Demonstrates high degree of professionalism in communication, attitude and teamwork with customers, peers and management
• Demonstrates high level of quality work, attendance and appearance
• Adheres to all Company Policies & Procedures and Safety Regulations
• Adheres to local, state and federal laws

• Understands and complies with all company rules and regulations
• Attends training and maintains a basic knowledge of procedures to ensure compliance with laws and regulations governing financial institutions, as they apply to your position and job responsibilities, with an emphasis on the BSA/AML/CIP, Consumer Privacy, Regulation CC, Information Security, Bank Protection Act, FACT-Identity Theft, Information Technology and GLBA.
• Additional duties as assigned as it relates to the position

SUPERVISORY RESPONSIBILITIES

This position does not have supervisory responsibilities

MINIMUM QUALIFICATIONS

• 5+ years of experience in information systems, or banking, or financial services
• Demonstrated ability to identify issues of a complex nature and draw actionable strategy to effectively resolve.
• Must be able to size up a business unit and develop a rapport with others quickly.
• Ability to adjust to fluctuating workload with the pressure of aggressive deadlines; ability to manage multiple projects simultaneously.
• Solid knowledge of the financial services industry including but not limited to; products/services offered, vendors, and regulatory requirements.

COMPETENCIES:

• Adaptability
• Communication
• Decision Making
• Initiative
• Innovation
• Motivator
• Organization
• Professionalism
• Results Orientated