- Service escalated support tickets from internal users in a timely manner using Freshservice
- Work with employees in-person or remotely via TeamViewer to service their support requests
- Collaborate and brainstorm with other members of the Support team to bring new solutions to the table
- Troubleshoot and address complex hardware, software, and audio visual (AV) issues
- Work with other teams within the Technology organization to address complex issues
- Report any issues or outages that need immediate attention to the Technology Support Manager
- Work jointly with the Security Operations team to remediate endpoint vulnerabilities
- Ensure OS patches are applied to Windows and MacOS devices to meet security and audit requirements
- Drive project sprint activities to completion
- Adhere to Asset Lifecycle Management policies
- Occasional deployment, configuration, and cable management of hardware including monitors, docking stations, conference room equipment, and peripherals
- Occasionally unpack hardware shipments and distribute to the appropriate buildings
- Perform basic network troubleshooting
- Review the need for new hardware or software proposed by other business units
- Use Microsoft Intune and Jamf to manage devices and confirm that they are compliant with company security policies
- Create user documentation for new software or procedures
- Document new processes or procedures to be used by the IT Support team
- Occasionally travel to remote sites to install or decommission equipment
- As an expert in various hardware/software technologies, lead initiatives for system enhancements or maintenance
- Assist in adapting the Agile model into IT Support workflows
- Cultivate and build relationships with internal users
- Professional who takes initiative, can work independently, and works with minimal supervision
- Required - Experience with the Microsoft Suite of products
- Required - Experience with Windows and Apple products
- Required - Internet and intranet services knowledge
- Required - Knowledge of cloud technologies and platforms (Microsoft 365, Azure, etc.)
- Preferred - Experience preparing for internal and external IT audits (FDIC, SOX, etc.)
- Preferred - Strong understanding of the NIST framework and requirements
- Preferred - Experience with scripting and automation (Python, PowerShell, etc.)
- Preferred - Previous experience in systems or network administration
- Preferred - Microsoft 365 including Exchange administration experience
- Preferred - Ability to lift at least 30 pounds
- Excellent communication and interpersonal skills - ability to communicate technical concepts effectively to both technical and non-technical stakeholders.
- Customer service - ability to empathize with internal users during challenging situations. Approachable and personable with a willingness to help.
- Documentation and technical writing - skilled in creating clear, comprehensive, and accessible documentation.
- Adaptability and flexibility - open to feedback and new ways of thinking. Have a drive and curiosity to learn new things. Ability to adapt to changing technologies and business needs, and to work flexibly with various teams and in different project environments.
- Team collaboration and leadership - ability to work collaboratively in a team environment. Can empower themselves or others to accomplish the goals of the team and the organization.
- Preferred - Azure AZ-104
- Preferred - ITIL Foundations or ITIL Managing Professional
- Preferred - CompTIA Network+ and/or Security+
- A degree in Information Technology or equivalent experience
- Gravitate to Growth - Shows adaptability and support for changes to improve organizational effectiveness.
- Communicate and Collaborate - Communicates clearly and thoughtfully, demonstrating empathy in teamwork.
- Eye of the Tiger - Gets positive results by taking personal responsibility for actions and team outcomes.
- Know Your Business - Curates and maintains a depth of knowledge and skill to perform one's job effectively.
- Customer at the Center - Provides customers with a personalized experience to achieve exceptional outcomes.
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Senior Support Administrator - Wilmington, United States - Live Oak Bank
Description
About UsLive Oak Bank is a digital bank that serves small business owners across the country. Our groundbreaking spin on service and technology has fueled our mission to be America's Small Business Bank. Our products help customers buy, build, and expand their business, and our high-yield savings and CD products help them grow their hard-earned money. At Live Oak, we never lose sight of the well-being of our people. We believe our employees are the heart of our company. Our commitment to our customers and culture is intertwined, and we seek those who embody and embrace what it takes to empower the American dream.
About Us
Live Oak is more than a bank. Live Oak helps people realize their full potential so they can create meaningful impact at work, home or in their communities. As an innovation hub, we fully embrace a bold approach to solving problems and surpassing goals. Daily life at Live Oak centers around a culture of taking care of each other, which has made us one of the most desirable places to work. We've topped the list of American Banker's "Best Banks to Work For" because of our unparalleled dedication to our people. Our commitment to our customers and our culture is intertwined, so we seek those who embody and embrace what it takes to empower the American dream. Learn more at
How This Role impacts Live Oak and its People
Here at Live Oak Bank, we strive to journey on the frontiers of bleeding edge technology. In the Support Administrator II role, the employees of the Bank are your customers. A sense of urgency and willingness to help when addressing an IT request will be key to maintaining a strong working relationship with folks across the Bank. By making suggestions to employees and helping them leverage new technologies, you will get the opportunity to revolutionize how business is done in the FinTech space. This role will shape how our internal users and direct customers do business and has the potential to shape how banking is done globally.
What You'll Do at Live Oak
You will be responsible for supporting corporate applications, cutting edge cloud platforms, hardware, and employees across the Bank. You will ensure that software/systems are working properly and will keep management informed of any problems.
How You'll Do It
At Live Oak Bank, we are passionately focused on creating an inclusive and genuine environment We encourage you to apply for roles that you believe you'd be a great fit for, even if you feel your past experience does not perfectly match every requirement. As we continue to grow, our People Team will match the skillsets of current and prior applicants with open roles within our organization. As we say at Live Oak, "Paint the Target" and go after your goals"
The base pay range for this position is $ $43.27 per hour. Compensation may also include annual bonuses and long-term incentives, subject to various metrics and company policy. A candidate's salary is determined by several factors including travel, relevant work experience or skills and expertise.
Please note that we provide at least the minimum requirement of paid sick leave to our employees who reside in states that require employer-paid sick leave, including but not limited to Arizona, California, Colorado, District of Columbia, Maine, Maryland, Massachusetts, Michigan, Nevada, New Jersey, New Mexico, New York, Oregon, Rhode Island, Vermont, and Washington.
