Cadence Bank

Job Details

Description

What The Role is:

The person in this role is responsible for providing technical support to Executive Management, acting as the main liaison to the Executive and Senior Leadership team in support of various Information Technology equipment, software, and services. This role also supports issues with a heightened sense of urgency and/or technical challenge, addressing situations that are typically more complex than those resolved during normal Tier 1 Service Desk support. This technician will handle escalations such as service tickets that are extremely time-sensitive, or those being escalated from the Service Desk that require significant technical attention, focus, interaction, or extended time and/or effort to resolution while meeting all assigned SLAs, department goals, and objectives. When not directly supporting executives, this role assists with Tier 2 support, performs and executes equipment setups, deployments, and other related initiatives.

The successful candidate is poised, confident, and relational, interacting with executives at all levels in a variety of challenging situations, is highly motivated, has a keen sense of urgency, a strong technical individual contributor, and collaborates well with other support team members. A solid working knowledge of client computing equipment is required as well as familiarity with TCP/IP and basic network troubleshooting skills. Must have the ability to support Windows applications including the MS Office suite and Outlook. Familiarity with Google Suite is very beneficial.

How You will Make an Impact:

• Handles incoming support requests for and from Senior Level Leadership
• Supports Board meetings, Leadership meetings, training/conference room setups, and other similar meeting needs
• Provides advanced end user and application support to all departments and branches
• Supports employees working on site at all company locations or remotely
• Collaborates with all IT and IS departments as required
• Provides supplemental and vacation relief Level 2 System Support Analyst duties
• Prepares technical reports as directed by collecting, analyzing, and summarizing information
• Completes Service tickets and projects within the required SLA or target date
• Contributes personally to the efforts of the team and department by maintaining a working knowledge of the area and through a “hands on” approach to executing the department goals
• Escalates service problems and incidents to Management per the Incident Management Process
• Ensures service operation goals are accomplished via phone or on site; maintains communication with branches, departments, and associates throughout the resolution of the problem
• Performs workstation setups and support for training and conference rooms
• Works towards obtainment of any technical training certifications as needed or determined by management as assigned
• Participates in an on-call rotation providing evening and weekend emergency support
• Acts as IT point of contact for support issues for Executives at corporate location(s)
• Assists with Tier 2 Service Desk support when not assisting executives
• Collaborates with Sys Admins, Regional Field techs, and other technical support personnel
• Handles incoming and escalated service requests for critical business applications with significant impact and short RTO/Service Level requirements.
• Participates in on-site technical support for board meetings, investor meetings, and other executive leadership meetings, including off-site if needed.
• Researches and resolves advanced or difficult-to-solve technical support issues
• On occasion, handles after hours (evening or weekend) VIP calls that have significant business or financial impact if not resolved before the next working business day.

Who You Are:

• Bachelor's degree in a technical-related field of study preferred
• Technical certifications (e.g., A+, Net+, MCSE) a plus
• Minimum of three years Help/Service Desk or higher-level experience supporting/troubleshooting hardware, desktop applications, and/or other end user support needs
• Working knowledge of Active Directory and user management, and supporting Windows PCs in an Active Directory environment
• Familiarity with VPN and providing support for a remote workforce
• Experience supporting iPhones/iPads
• Solid understanding of Desktop operating systems (e.g., Windows 10)
• Knowledge of operations in a Citrix thin client environment
• Foundational understanding of LAN/WAN technology
• Excellent knowledge of Windows, Microsoft Office and application software
• Strong analytical, organizational, and troubleshooting skills
• Excellent oral and written communication skills
• Ability to relate well with others and build effective business relationships
• Ability to lift 50lbs

If your experience aligns with this description, please consider applying. Many skills are transferable among industries and a passion for the role and willingness to learn are important considerations. We believe that a diverse workforce creates problem-solving and creative thinking, which is why we’re dedicated to adding new perspectives to the team and encourage everyone to apply.

Qualifications

Education

Required

Bachelors or better.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.