IT Support Services Specialist II

Tompkins Financial
United States
Workplace: HybridFull timeUSD 26 - 30 hourlyFunction: IT Support & HelpdeskExperience: 5+ yearsEducation: associatesSkills: ["Interpersonal communication","Customer service","Documentation","Training delivery","Problem diagnosis"]

Provide level 2 end-user and IT support across the enterprise, monitoring and resolving incidents escalated from level 1. Assist with hardware/software implementations, configurations, integrations, and recovery to restore service during interruptions. Coordinate with level 3 for critical incidents, communicate updates to users, and maintain support documentation and knowledgebase. Support infrastructure/network projects, including training end users and IT staff, and help monitor physical/environmental and security-related conditions.

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Tompkins Financial
Tompkins Financial
3 days ago

IT Support Services Specialist II

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Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Provide level 2 end-user and IT support across the enterprise, monitoring and resolving incidents escalated from level 1. Assist with hardware/software implementations, configurations, integrations, and recovery to restore service during interruptions. Coordinate with level 3 for critical incidents, communicate updates to users, and maintain support documentation and knowledgebase. Support infrastructure/network projects, including training end users and IT staff, and help monitor physical/environmental and security-related conditions.
Location: United States
Workplace: Hybrid
Employment Type: Full time
Job Function: IT Support & Helpdesk
Seniority: Mid level

Key Responsibilities

  • •Monitor and respond to level 1 escalations, owning incidents and determining whether to escalate to ITS leadership.
  • •Provide level 2 support by applying knowledge to meet hardware and software service requests.
  • •Assist with hardware/software implementations, configurations, integrations, and recovery to restore services.
  • •Serve as liaison between level 1 and level 3 for critical incidents and coordinate user communications during critical incidents.
  • •Maintain operating systems/configuration knowledge, monitoring, and troubleshooting; provide training and maintain training manuals/knowledgebase.
Travel: Low travel

Pay and Benefits

Salary: USD 26 - 30 hourly
Perks:Health InsuranceDentalVision401kProfit SharingPaid LeavePaid HolidaysLearning BudgetParkingEmployee Referrals

Key Requirements

  • •Associate’s degree or equivalent specialized training or experience.
  • •5+ years of experience providing end user support.
  • •Experience with computer hardware and software and familiarity with computer networks.
  • •Ability to document work in the knowledgebase in accordance with department procedures for auditors/regulators.
  • •Strong interpersonal and communication skills with strong customer service and data processing knowledge.
Experience:5+ yearsBanking
Education:Associate's
Skills:Interpersonal communicationCustomer serviceDocumentationTraining deliveryProblem diagnosis
Languages:English

Company Brief

Tompkins Financial
Financial services holding company offering commercial and retail banking, wealth management, insurance, and employee benefits solutions through its subsidiary brands. Primarily serves individuals, businesses, and institutions across upstate New York and neighboring markets.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 250M to 500M
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Ithaca, United States
Founded: 1836
WebsiteLinkedIn