The Role
Responds to help desk escalations and technical incidents, troubleshooting and isolating issues with diagnostic tools. Performs system maintenance, patching, operating system updates, health checks, and change validation according to SOPs. Participates in projects, coaches less experienced staff, supports evening coverage, documents process improvements, and escalates complex or risk-related issues. Maintains internal controls, regulatory standards, audit requirements, and effective communication with management and customers.
Summary Generated by Built In
PRIMARY RESPONSIBILITIES:
Respond to and resolve help desk escalations based on outcome of previous incidents.
Complete related master work orders or request-based tasks.
Respond to and resolve identified technical incidents based on outcomes of previous incidents; analyze and isolate the issues.
Use basic diagnostic tools to troubleshoot issues.
Complete systems maintenance activities following Standard Operating Procedures (SOP), such as patching, health checks, operating system updates, validating changes and maintaining operational and configuration standards. Research options when anomalies occur and report complex issues to senor staff.
Participate in project work within the team.
Provide coaching to less experienced staff on processes.
Complete evening responsibilities as scheduled.
Identify improvement opportunities to existing procedures to improve efficiency; document these changes as needed.
Understand and adhere to the Company's risk and regulatory standards, policies and controls in accordance with the Company's Risk Appetite. Identify risk-related issues needing escalation to management.
Promote an environment that supports diversity and reflects the Bank brand.
Maintain internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
Complete other related duties as assigned.
EDUCATION AND EXPERIENCE REQUIRED:
Minimum of 4 years higher education and/or work experience.
Prior experience reading and digesting technical information.
Detail-oriented.
Proven written and verbal communication skills.
Prior experience communicating technical problems to management.
Strong customer focus, including ability to manage customer needs and multiple work priorities.
Prior experience providing updates and statuses.
EDUCATION AND EXPERIENCE PREFERRED:
Bachelors degree in technology-related field.
Minimum of 5 years higher education and/or work experience.
Certifications or special training in related technologies.
Skills Required
- Minimum of 4 years of higher education and/or work experience
- Experience reading and understanding technical information
- Detail-oriented work style
- Strong written and verbal communication skills
- Experience communicating technical problems to management
- Strong customer focus and ability to manage multiple priorities
- Experience providing updates and status reports
- Bachelor's degree in a technology-related field
- Minimum of 5 years of higher education and/or work experience
- Certifications or special training in related technologies
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The Company
What We Do
CTI Consulting is a South Florida technology solutions and staffing firm founded in 1998. It provides IT staffing and nearshore staffing services for startups through Fortune 100 companies, alongside digital-product work such as designing, testing, deploying, improving, and updating mobile applications. The company emphasizes close client collaboration, comprehensive candidate evaluation, continuing education, and innovative, scalable software solutions that improve operational efficiency.
