Origin Bank is seeking a Technical Support Analyst to join our team in Ruston, LA!
Summary:
Technical Support Analysis will be considered second level technical support at an enterprise level; supporting, monitoring and troubleshooting the overall technical infrastructure as well as establishing new interfaces, automation processes, and application efficiencies with the aid and support of the Information Systems Manager by performing the following duties.
Duties and Responsibilities include the following:
- Owns, tracks, and resolves database related incidents and requests.
- Reviews service related reports (e.g: database backups, maintenance, monitoring) to ensure service related issues are identified and resolved within established SLAs.
- Responds to database related alerts and escalations/build solutions for recurring problems and deficiencies.
- Builds automated platforms/interfaces between third party applications.
- Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
- Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error and/or determines whether problem is caused by hardware such as modem, printer, cables, or telephone.
- Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
- Ensures trouble ticket resolution occurs in a timely manner and trouble ticket information is accurate and complete for reference and research.
- Responsible for end to end support of a complex network located in multiple locations supporting local and remote users.
- Performs hands-on fixes, including software/hardware install and upgrade and configuring systems and applications.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Works with vendors to support/analysis issues until resolution.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience:
- High school diploma or general education degree (GED).
- College degree preferred in the field of computer science and/or two plus years equivalent work experience.
- CompTIA A certification required.
- Microsoft/Cisco Certification a plus (MCP,CCNA,MCSE).
Computer Skills to perform this job successfully include the following:
- Experience with Database Administration for MSSQL Server.
- Experience in troubleshooting and resolving database problems.
- Experience in Performance Tuning and Optimization (PTO), using native monitoring and troubleshooting tools.
- Experience with backups, restores and recovery models.
- Knowledge of High Availability (HA) and Disaster Recovery (DR) options for MSSQL Server.
- Experience in implementing operational automation using scripts.
- Knowledge of indexes, index management, and statistics.
- Experience working with Windows server, including Active Directory and proper disk configurations.
- Good communication and documentation skills.
- Advanced knowledge of the Internet and Microsoft Office Suite, including but not limited to Word, Excel, PowerPoint, Outlook and Publisher. Must be proficient with Microsoft Operating Systems.
- Windows Server 2008/2012/ Windows 7 / 8.1 / 10 expertise.
- Citrix Xendesktop/XenAPP administration and troubleshooting.
- Knowledge of Active Directory users and computers.
- Microsoft Exchange Server 2013 administration and troubleshooting.
- Knowledge of computer hardware.
- Working knowledge of a range of diagnostic utilities.
- Ability to conduct research into a wide range of computing issues as required.
- SQL Server backup and operational support.
This job description reflects management's assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned. Origin Bank shall, in its discretion, modify or adjust the position to meet the Bank’s changing needs. This job description is not a contract and may be adjusted as deemed appropriate in the Bank’s sole discretion. Please visit our Origin Bank careers page to review the job description in its entirety.
Origin Bank is an equal opportunity employer based not discriminate in hiring or employment based on race, color, sex, age, marital or veteran status, non-job related dis, ability, religion, national origin, genetic information, or any other basis protected by law.