IT Technical Support Technician II

At Lendmark Financial Services, we believe the success of our company is specifically attributable to the quality of our employees and their commitment to our customers. We value each customer and understand that people want to do business with people who care. That’s one way we differ from our competitors. We are proud of what we as a team have accomplished. We will always strive for improvement, our motto since day one has been “Success is the only option.”

Lendmark Financial Services offers a comprehensive benefits package for employees and dependents that includes medical, dental, vision benefits, paid time off, paid holidays, 401(k), life insurance, long-term disability, tuition assistance and an employee assistance program. We also offer optional benefits such as critical care, auto, home and pet insurance as well as other ancillary insurance options.

GENERAL SUMMARY:

The Technical Support Technician II is responsible for IT technical support incident and problem management for Lendmark Financial resources across the continental US.   This responsibility spans four time zones supporting branch operating hour of 8:30 – 5:30 local time.

MAJOR DUTIES/RESPONSIBILITIES:

• Provides first and second level incident and problem response to Company end-users for:

  • Triage and assessment of end-user incident

    • Create and track IT incident ticket. 

  • End-user compute.

    • Hardware and software troubleshooting.

    • Setup, Image and ship End-user computer hardware. 

    • Next Tier Escalation point from IT resources for incident and problem tickets.

    • Assess Escalations and determine next level Escalation support for problems and incidents that cannot be resolved or are recurring on a periodic basis.

  • Corporate telephony.  POTs, Call Center, Branch and corporate Telephony.

    • Initial assessment and troubleshooting to resolve the incident.

    • Escalation to Telephony vendor if incident cannot be resolved through local methods.

    • Next Tier Escalation point from IT resources for incident and problem tickets.

    • Assess Escalations and determine next level Escalation support for problems and incidents that cannot be resolved or are recurring on a periodic basis to next tier, Telecom Engineer and/or Architect for incidents that cannot be resolved at this level..

• Network - Meraki

  • Assess Escalations and determine next level Escalation support for problems and incidents that cannot be resolved or are recurring on a periodic basis to next tier, Engineering and/or Architecture for incidents that cannot be resolved at this level.

  • Next Tier Escalation point from IT resources for incident and problem tickets.

  • Initial assessment and troubleshooting to resolve the incident.

  • Data Center.  Services, Servers, VDI

    • Initial assessment and troubleshooting to resolve the incident.

    • Next Tier Escalation point from IT resources for incident and problem tickets.

    • Assess Escalations and determine next level Escalation support for problems and incidents that cannot be resolved or are recurring on a periodic basis to next tier, Engineering and/or Architecture for incidents that cannot be resolved at this level.

  • Cloud Services. O365

    • Initial assessment and troubleshooting to resolve the incident.

    • Next Tier Escalation point from IT resources for incident and problem tickets.

    • Assess Escalations and determine next level Escalation support for problems and incidents that cannot be resolved or are recurring on a periodic basis to next tier, Engineering and/or Architecture for incidents that cannot be resolved at this level.

  • Follow-up

    • Excellent communication skills to provide closure to tickets that are completed or update end user and management chain on problems that are still in process to resolution.

    • Corporate Communication reporting companywide outages and updates.

• Teamwork:

  • Provides support to Peers and Technical Support Technician Level I.

• Knowledge Transfer:

  • Provides “On the Job” training by improving competency of Technical Support Technician Level I. 

• Project Activity:

  • Resource to project activities as needed.    

• IT Inventory Controls

• Actively Participates in IT assets location and ownership. 

REQUIRED QUALIFICATIONS:

• High school diploma or GED from an accredited in