Technology Assistance Group Tech I

The TAG (Technology Assistance Group) Technician I deliver an exceptional customer service experience to City Bank employees requesting technical assistance via phone, tickets, email, Teams messaging or in-person. The technician assists with password resets, answers how-to questions and resolves cases related to hardware/software issues as first call resolutions. The TAG I Technician will assist in configuring, setup and provisioning hardware for routine hardware refreshes. The TAG I Technician will occasionally interact with our end users for desk side support. The TAG I Technician will assist with employee, on-boarding, changes, and off-boarding for network access to our bank supported systems. The TAG I Technician will assist with maintaining accurate records management for hardware, specifically, desktops, laptops, mobile devices, consumable peripherals and printers.

The Technician will have opportunities to cross-train with fellow team members and strengthen their skill set technically, analytically, and professionally. The ideal candidate for this position should work well in a team environment, have a high regard to customer service, and have a passion for serving others with technology issues. This individual must work well in a fast paced, team environment while maintaining a high regard for our internal and external customers staying consistent with the banks mission statement.

Essential Duties

• Deliver an exceptional customer service experience to internal customers seeking technology and end user support/assistance.
• Diagnose and troubleshoot various hardware/software issues with computers, laptops, mobile devices, and other technology equipment.
• Create detailed cases, update existing cases, and escalate cases requiring additional troubleshooting or research using an internal ticketing system.
• Maintain high level of communication with team, end users, and/or management.
• Assist Solutions & Support Teams with desktop administration tasks such as computer imaging, asset management, hardware/software installation, and system upgrades.
• Install, move, or configure IT assets such as computers, printers, projectors, scanners, and other peripherals.
• Identify and escalate opportunities to improve processes.
• Ability to manage incidents to meet Service Level Agreement (SLA) Thresholds and Key Performance Indicators (KPIs).
• Availability for an on-call rotation to support end users after-hours.
• Other duties as required by the Manager or department.

Equal Opportunity Employer/Veterans/Disabled