IT User Support Specialist Lead

The IT User Support Specialist Lead leads the day-to-day technical support to employees for a range of hardware and software related systems. This job trains, delegates and reviews the work of lower level IT User Support Specialists. This job also handles escalated issues that require advanced knowledge of User IT Support operational procedures and tools.

Key Responsibilities and Duties

• Monitors lower level IT User Support Specialists to ensure effective and time resolution of users’ problems, queries or complaints.

• Solves escalated issues by utilizing knowledge of hardware, software, operating systems, network configuration, server interaction, diagnostics and troubleshooting.

• Confers with end users to resolve incidents and fulfill requests through support via in-person, phone, or remote methods.

• Installs/removes/configures hardware and software.

• Ensures that plans are in place for responding to situations such as service outages.

• Assists in hardware and software evaluation and recommends upgrades or improvements to IT infrastructure.

• Coaches team members on addressing user questions and assists with the most complex issues.

Educational Requirements

• Vocational and/or Technical Education Preferred

Work Experience

• 3+ Years Required; 5+ Years Preferred

Physical Requirements

• Physical Requirements: Sedentary Work

Career Level

4IC

Preferred Experience:

System monitoring:

Actively observing various systems, networks, and applications through monitoring tools to identify potential issues or anomalies.

Incident response:

Investigating and resolving alerts, troubleshooting technical problems, and escalating critical issues to appropriate teams as needed.

Reporting and documentation:

Maintaining detailed logs of incidents, actions taken, and system status updates.

Communication and coordination:

Collaborating with other teams across different shifts to ensure seamless operations and information sharing.

Shift handover:

Providing clear updates and information to the incoming shift regarding ongoing issues or important tasks.

Skills and qualifications often required for this role.

• Problem-solving skills: Ability to analyze complex situations, identify root causes, and develop effective solutions.

• Alert monitoring and prioritization: Effectively evaluating incoming alerts and prioritizing critical issues.

• Attention to detail: High level of focus and accuracy when monitoring systems and analyzing data.

• Decision-making ability: Confidence to make timely decisions based on available information and established procedures.

• Communication skills: Clear and concise communication with both technical and non-technical stakeholders.

• Ability to work independently: Comfortable working overnight shifts with minimal supervision.

Posting end date: 3/13/25

Job Seeker Notice

EverBank, N.A. ("EverBank") is a nationwide specialty bank providing high-value products and services to consumer and commercial clients nationwide. As a pioneer in online banking, we offer convenient digital access for clients 24/7, in addition to phone banking services and a network of financial centers.

EverBank's commitment is to deliver to our clients high-performing, high-yield solutions backed by exceptional service, always giving them the advantage they expect, to make the most of their money.

VEVRAA Federal Contractor

Member FDIC

Notice to Job Seekers (https://everbank.com/about/careers/notice-to-job-seekers)

Pay Range $25 - $34

EverBank, N.A. is an equal opportunity (EEO) employer, dedicated to maintaining a work environment free of bias, harassment, discrimination and retaliation. As an EEO employer, EverBank expressly prohibits discrimination, harassment and retaliation based on protected characteristics such as race, creed, ethnicity, color, age, religion, sex, sex stereotype, pregnancy, sexual orientation, gender, gender identity, gender expression, transgender status, marital status, national origin, ancestry, physical or mental disability, genetic history and information, or military or veteran status. Providing a safe, inclusive environment is a priority at EverBank and, consistent with that mission, EverBank considers all qualified applicants for employment regardless of protected status.

We will not discharge or in any other manner discriminate against associates or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another associate or applicant. However, associates who have access to the compensation information of other associates or applicants as a part of their essential job functions cannot disclose the pay of other associates or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by us, or (c) consistent with our legal duty to furnish information.