USACares Jobs

Job Information

UFS Infrastructure Support Technician in Grafton, Wisconsin

Role Description: As part of a diverse and skilled Customer Experience team, you will be tasked with providing infrastructure support to UFS bank customers. You’ll answer questions via phone and e-mail about IT applications and functions, issue resolution and training. The ideal candidate will have a background within IT and experience with a financial institution. This position works under the leadership of the Managed Services Manager and VP of Customer Experience and in collaboration with other teammates across the company.

Primary Responsibilities: Overall accountability for this role includes but is not limited to:

  • Answer, evaluate and prioritize service requests received via phone, voicemail, email, etc.

  • Log and track all requests using company’s customer management tracking system, including documenting all actions taken to resolve requests

  • Document resolutions/technical information in a central location for knowledge sharing internally and with customers

  • Install, configure, harden and maintain client/server hardware, software and related Microsoft technologies

  • Provide technical support for client/server applications, including banking related applications

  • Participate in assessments, project planning and client meetings

  • Participate in technical projects as directed by the leadership team

  • Work with third party vendors on behalf of customers

  • Perform daily checks to ensure system availability and successful backup execution

  • Collaborate with team members to resolve more complex problems and escalate as needed

  • Test and deploy new software and procedures, installations, conversions and upgrade activities

  • Resolve remote access issues, network connectivity, VPN and LAN/WAN connectivity issues

  • Analyze and evaluate service requests to identify trends and make recommendations

Key Attributes: In addition, a qualified individual will possess the following values:

  • Enjoy working in a team-oriented, collaborative environment

  • Strong analytical, creative problem-solving and troubleshooting skills

  • Motivated, curious and independent learner with a strong sense of ownership and accountability

  • Ability to work effectively with deadline requirements

  • Excellent verbal and written communication skills

  • Excel at managing multiple projects and responsibilities in a fast-paced, customer-centric environment with a focus on accuracy and details

  • Effective time-management, prioritization and scheduling skills

  • Take ownership of customers issues and follow problems through to resolution

Education & Experience:

  • Technical degree in related field is desired

  • 3 to 5 years IT infrastructure support experience desired

  • Robust understanding of Microsoft desktop solutions

  • Prior experience providing customer service via phone or in-person required

  • Recent (within the last 5 years) experience at a financial institution (bank and/or credit union) preferred

Our Competitive Benefits Package:

  • Paid vacation and holidays

  • 401k program with employer match up to 6%

  • Medical Insurance

  • Dental Insurance

  • Vision Insurance

  • Life Insurance

  • Long- term and Short- term Disability Insurance

Personal and Professional Development:

  • Ongoing Professional Development

  • Vibrant Leadership Development Program

  • Optional Employee and Family Events: fun stuff like zoo trips, ball games, Christmas parties and cook-outs