Services Technician II

The Services Technician II provides frontline hardware and software support to United Community’s banking branches and operations facilities. As part of the Service Desk—the central hub for technical support—this role operates in a fast-paced environment that demands versatility, strong communication, and excellent problem-solving skills.  Services Technician II will assist with a wide range of technological solutions, including desktops, laptops, printers, scanners, and specialized banking hardware.

• Technical Support & Troubleshooting
  • Add and remove users from network systems and verify system functionality.
  • Analyze more complex technical issues and determine appropriate resolution or escalation.
  • Take overflow calls from the Service Desk to assist with incoming support requests from branch locations.
  • Conduct branch visits within the designated travel scope to provide on-site support.
• Escalation & Issue Management
  • Identify and report critical, unresolved, or recurring issues to the supervisor.
  • Recognize patterns or trends in technical problems and escalate to appropriate internal teams.
• Knowledge Management & Documentation
  • Create and maintain internal knowledge base articles to support team learning and end-user self-sufficiency.
  • Set and follow documentation standards to ensure consistency and accessibility of support resources.
• Program Administration
  • Administer the Employee Purchase Program, ensuring compliance and smooth operation.
• On-Site Support (Limited Travel)
  • Perform occasional branch visits within the designated travel scope to complete work orders or provide hands-on technical support.
• Compliance Training:  Participate in all required compliance training, including Bank Secrecy Act/anti-money laundering training, as well as internal and external training programs, online training, meetings, and seminars/conferences, etc.
• Other Duties:  This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

• Education: High school diploma or equivalent required; college coursework or technical training in information technology or a related field preferred.
• Experience:
  • Prior experience in a technical support or help desk environment is a plus.
  • Banking or financial services experience preferred but not required.
• Required Skills:
  • Basic understanding of PC hardware, Windows operating systems, and common peripherals (e.g., printers, scanners).
  • Familiarity with troubleshooting software and hardware issues.
  • Ability to learn and support a wide range of technology solutions used in banking environments.
  • Strong verbal communication skills with a professional and courteous telephone presence.
  • Ability to communicate effectively with both technical team members and non-technical end users.
  • Excellent customer service orientation, with the ability to remain calm and helpful under pressure.
  • Strong problem-solving skills and the ability to think critically in fast-paced situations.
  • Demonstrated ability to multi-task and adapt to changing priorities.
  • Works well independently and as part of a collaborative team.
• Preferred Skills:
  • CompTIA A+ (Highly Recommended).
  • Microsoft Certified: Windows Client.

• Must be able to pass a criminal background and credit check

FLSA Status: Non- Exempt

Supervisory Responsibility

This position has no supervisory responsibility

Working Environment and Physical Demands

This job operates in a professional office environment. The role routinely uses standard office equipment such as computers, phones, copy machines, and printers.

Physical requirements:  sedentary, climbing, standing, stooping, or typing

Position requires schedule flexibility to work evenings and weekends as needed.

This position requires up to 50% travel.

Position Type

This is a full-time or part-time position.

Other

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.