Job Description

IT Field Technicians are a subset of the Information Technology department. The Tier 2 Field Support Technician plays a crucial role in ensuring the stability, security, and efficiency of our corporate IT systems. This position involves providing advanced technical support to our centers, diagnosing and resolving complex hardware and software issues, configuring and maintaining network equipment, and serving as a technical escalation point. Additionally, the technician is responsible for conducting quality assurance activities, mentoring Tier 1 Technicians, and supporting both employees and end-user IT equipment through on-site technical assistance. This includes promptly responding to customer requests and problems, either directly resolving the issues or escalating them to the appropriate resource and monitoring their effective resolution. The role also encompasses supporting various projects such as company expansion, process improvement, and proactive equipment upgrades. Statewide travel may be required as needed.

Essential Functions

• Production Environment Support: Provide hands on support for all workstation related issues by resolving break fix requests and completing proactive monthly visits.
• Project Work: Support Ent's expansion and improvement through project related tasks directed by the IT Field Technician Project Lead and Project Management.
• Asset Management: Complete regular audits resulting in accurate records for all end user IT equipment.
• Knowledgebase Article Management: Review and update knowledgebase articles that Field Support utilizes and contact appropriate IT departments to update outdated articles owned by other teams.
• Quality Assurance (QA): Conduct regular audits and reviews to assess service delivery standards and identify areas for improvement.
• Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Qualifications

Minimum Formal Qualifications for Level I:

• High School Diploma/G.E.D. or equivalent
• 1+ years of experience in a technical service desk role.
• 1+ years of experience with financial institution software (Preferred)

Minimum Formal Qualifications for Level II:

• High School Diploma/G.E.D. or equivalent
• 3+ years of experience in a technical service desk role.
• 1+ years of experience with financial institution software (Preferred)

Each year of relevant work experience may be exchanged for a year in a relevant degree program or vice versa. For example, a requirement of a bachelor's degree in accounting and 2+ years of account experience could be substituted for a high school diploma and 6 years of relevant accounting work experience or a master's degree in accounting and 0 years of work experience.

Technical or Specialized Knowledge/Skills:

• Knowledge of supporting troubleshooting workstation hardware and software.
• Knowledge of IT infrastructure and networking equipment.
• Ability to work independently and prioritize workload based on criticality.
• Understanding of IT systems/data security as it relates to financial institutions or other industries that must comply with federal regulations.
• Written, verbal, and listening communication skills to understand and convey technical requests or incidents to non-technical customers.
• Proficiency with all Microsoft Office products.
• Demonstrates a strong orientation towards customer service and teamwork.

Certifications Required:

• CompTIA A+ within 180 Days required
• Valid Colorado State driver's license and an acceptable driving record required
• Network+, Security+ or similar certification preferred

Environmental, Physical and Psychological Requirements

• Standing - Constantly
• Walking - Frequently
• Sitting - Rarely
• Lifting - Frequently (40 Lbs)
• Carrying - Frequently (40 Lbs)
• Pushing - Frequently (40 Lbs)
• Pulling - Frequently (40 Lbs)
• Climbing - Rarely
• Balancing - Frequently
• Stooping - Occasionally
• Kneeling - Occasionally
• Crouching - Occasionally
• Crawling - Rarely
• Reaching - Frequently
• Handling - Frequently
• Grasping - Frequently
• Feeling - Frequently
• Talking - Frequently
• Hearing - Frequently
• Repetitive Motions - Constantly
• Eye/Hand/Foot Coordination - Constantly
• Temperature Extremes - Frequently
• Wet and/or humidity - Frequently
• Noises louder than normal speaking volume - Frequently
• Temperature Changes - Frequently
• Atmospheric Conditions - Frequently
• Vibration - Frequently
• Worksite Hazards (Tripping / Falling / Debris etc.) - Constantly
• Fumes/Gases/Mists/Odors - Frequently
• Heights - Constantly

Additional Information

The pay range for Level I is: $23.85 to $31.30 per Hour (I11)

The pay range for Level II is: $27.79 to $36.48 per Hour (I12)

Final compensation for this position will be determined by various factors such as relevant work experience, specific skills and competencies, education, certifications, and internal pay equity.

This position is eligible for our corporate bonus program based on company performance.

We anticipate this position to close on 6/3/2024. Please submit your application at your earliest convenience to be considered.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

Benefits Summary Sheet - 2024

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)