Business Systems Officer (Banking) jobs in Appleton, WI

Position Summary:

The IT Support Specialist Team Lead is a player/coach position that oversees a small technical team that provides day-to-day, hands-on support to the organization’s end user laptops, desktops, peripherals, software applications, mobile devices, printers, and other tools that the end-users are provided. This position interfaces directly with internal customers and business units, provisioning solutions and troubleshooting user issues to resolution. This role provides 1-to-1 end user support and training. Additionally, the IT Support Specialist Team Lead – Placed serves as on-call support in a rotational basis for the entire enterprise. This role will be dedicated onsite at an HBS client full time located in Appleton, WI.

Roles and Responsibilities/ Essential Functions:

• Lead the IT Support Specialists.
• Communicate between the client and HBS sales and support staff on new project and additional needs.
• Prepare and conduct Team Member performance reviews.
• Train new staff members on proper workflow and procedure.
• Provide first and second tier support of PC hardware & software, desk phones, printers, mobile devices, and other computer related equipment.
• Responsible for ticketing system entry and ticket maintenance/documentation which includes updating and maintaining Inventory records.
• Track, route, and redirect problems to correct resources.
• Identify PC hardware warranty repair and resolve as required.
• Provide timely and relevant updates to end users.

Competencies

• Customer Oriented: a desire to serve both external and internal clients by focusing effort on meeting the client’s needs, understanding their concerns, and seeking to build trust.
• Communication: Ability to promote understanding through exceptional written, oral, interpersonal, and presentation skills.
• Analytical Skills: the ability of the individual to gather raw data and to process that data into a meaningful form.
• Problem Solving: the ability of the individual to recognize courses of action which can be taken to handle problems or potential problems and applying contingency plans to solve those problems.
• Adaptability: the extent to which an individual can fit into a changing working environment.
• Initiative: the ability of the individual to act and take steps to solve or settle an issue.
• Motivation: the ability of the individual to inspire and encourage others to reach a goal.
• Autonomy: the ability of the individual to complete assigned tasks with little oversight
• Relationship Building: the ability of the individual to establish and maintain a good rapport and cooperative relationship with customers and co-workers

Required Experience:

• Prior management experience
• 2 years’ experience troubleshooting windows PC’s
• In depth knowledge of Window desktop operating systems
• Experience in provisioning computers, including preparing workstations via imaging, installing software, installing printer drivers and all related troubleshooting

Preferred Experience:

• 2-4 years related experience
• Experience with IBM iOS systems operational commands and client-side session support
• Experience with VoIP systems and desktop applications; experience in a call center environment is a plus.
• Experience in Mobile Device Management solutions
• Experience in configuring and troubleshooting mobile devices and operating systems including Apple iOS, Android OS, iPhone, iPad, Samsung Galaxy series cellphones and tablets
• Experience with Anti-Virus and Malware tools

Required Skills, Education and/ or Certifications:

• A working knowledge and functional support skills with various client technologies, which may include but are not limited to:
• Computer operating systems with particular consideration to Windows 10 Professional and Enterprise
• Desktop and laptop computers with particular consideration to HP branded products
• Desktop compute related equipment such as monitors, video adaptors, printers, scanners, and RF guns, etc.
• Conference Room AV equipment support
• Microsoft Office Collaboration Tools (Office 365) including Outlook, Word, Excel, PowerPoint, Skype for Business, MS Teams, OneDrive for Business and SharePoint
• Active Directory structure, tools and security
• Basic Knowledge of Windows Server Operating Systems and roles.

Preferred Skills, Education and/ or Certifications:

• Bachelors or Associates Degree in IT Related Field

Equal Opportunity Employer - Including Disabled and Veterans

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