IT Senior Support Analyst III - Infrastructure, Network and Voice - Remote

About the position The IT Support Specialist III is a senior level analyst responsible for maintaining the voice and data network stability for the community banking network, subsidiaries, and affiliate lines of business (LOBs). Implements and supports the voice and networking communications equipment and associated circuits. Configures, enhances, and maintains the enterprise network infrastructure using diagnostic tools, automation, and recovery systems via standard or proprietary scripting and utilities. Performs complex analysis and determines resolution of escalated problems within the department. Documents departmental methods and procedures to ensure consistent implementations and standards across the enterprise; manages work efforts to include planning, budgeting, scheduling, and contractor management; and estimating costs for facilities projects where communication data and telephony infrastructure is required. The IT Support Specialist III will mentor Level I and II team members and work with the Engineering team to introduce new technologies to other teammates.

Responsibilities

• May interact with end-users in person to provide support and training.
• May lead moderately complex projects and participate in larger, more complex initiatives.
• Solves complex technical and operational problems.
• Acts as a resource for teammates with less experience.
• May have people management responsibilities for a small team.

Requirements

• Bachelor's degree in related field and five years of experience in end-user support or a related discipline or an equivalent combination of education and work experience.
• In-depth knowledge in information systems and ability to identify, apply, and implement best practices.
• Understanding of key business processes and competitive strategies related to the IT function.
• Ability to plan and manage projects.
• Ability to solve complex problems by applying best practices.
• Ability to provide direction and mentor less experienced teammates.
• Ability to interpret and convey complex, difficult, or sensitive information.

Nice-to-haves

• Bachelor's degree and six years of experience.
• Banking or financial services experience.
• Certifications desired, including CCNA, BICSI, A+, Security +, Net+ or equivalent experience.
• Five plus years of hands-on technical experience, with knowledge on LAN/WAN operations and network protocols.
• Three plus years working experience of Cisco VoIP, Cisco Telephony, and Cisco Infrastructure equipment.
• Subject Matter Expert with network and infrastructure technologies.
• Excellent communication skills and the ability to work with vendors and other team members/departments throughout the organization.
• Strong Client Service Skills.
• Analytical thinker with strong attention to detail.
• Ability to configure, move and install technical equipment.
• Ability to work flexible hours and in other regional locations as needed, including standby, project, and after hours-support - including the ability to travel overnight for multiple days as required.
• Ability to develop and deliver technical training curriculum specific to the physical layer, voice, and network infrastructure.
• Must possess independent decision-making skills based on project requirements with the ability to work independently without supervision.
• Must be able to provide leadership for the department in the absence of management.

Benefits

• Medical, dental, vision, life insurance, disability, accidental death and dismemberment.
• Tax-preferred savings accounts.
• 401k plan.
• No less than 10 days of vacation during the first year of employment.
• 10 sick days.
• Paid holidays.
• Defined benefit pension plan, restricted stock units, and/or a deferred compensation plan may be available.

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