GreenSky Tier II Technical Support Analyst in Atlanta, Georgia
Tier II Technical Support Analyst
GreenSky is a leading company in the consumer finance marketplace specializing in Home Improvement, Retail and Health Care Credit.
Since 2006, our company’s people, process and technology solutions have played a critical role in transforming business and consumer credit, enabling more affordable and pervasive access to financing. We have built relationships with dealers, retailers and merchants in all 50 states by providing their customers loans through our bank partnerships. We service our bank partners&rsquo: portfolios through an exceptional loan servicing organization, which is SSAE 16 Type II compliant. Our corporate headquarters is located in Atlanta, Georgia with a second operational facility in Covington, Kentucky.
Position Title: Tier II Technical Support Analyst
Duties & Responsibilities:
GreenSky is seeking a Tier II Technical Support Analyst to conduct IT-related support request by providing initial diagnosis and if possible resolution to the issue. The analyst is expected to escalate more complex problems to other technical support teams and external vendors. This position provides Tier II support of low to medium complexity, the analyst will work independently to ensure end-users receive prompt, courteous and knowledgeable assistance.
Handles escalations from Tier I that involve medium level complexity and/or server level resolution.
Takes ownership of problematic issues and manages until complete acting as a liaison between Tier III engineers and the customer.
Works with other teams to ensure issues are completed in a timely manner
Oversee and tutor Level I techs in their day to day operations to ensure accuracy and quality.
Diagnoses Tier II Support Requests
Responds to Tier II Support requests (i.e., telephone, e-mail, support-portal) to resolve technical issues of low to medium complexity.
Need working knowledge of Active Directory, DNS, File permissions, Group Policy, OS level scripting.
Enters data into the tracking system to log support requests.
Explains service procedures to customers to properly manage service delivery expectations.
Utilizes checklists and training to diagnose customer problems and requests.
Monitor System performance
Researches Tier I and Tier II Support Requests
Identifies recurring and potential problems to escalate notification of situations to senior team members.
Researches trouble issues at the direction of senior team members to identify problem root causes.
Communicates updates on issues in a timely manner to ensure client satisfaction and productivity.
Resolves Tier II Support Requests
Documents problems’ status and resolutions to maintain support history.
Resolves application and software problems to fulfill customer requests.
Works with external vendor technical support personnel to resolve incidents
Maintains awareness of service level agreement targets to help meet and exceed requirements.
Transfers all unresolved calls to Tier 3 support and follows up with customer to ensure resolution.
Participates in an on-call rotation for off hour support as required.
Assists with Help Desk Daily Operations
Maintains a general understanding of the businesses and function being supported to provide relevant solutions.
Assists IT Support Manager in operations matters such as reporting, user documentation, assist with desk side support, etc.
Shifts: Flexible between 7:00AM and 7:30PM
Location: Atlanta, GA or Alpharetta, GA
Organizational: This position is a member of the Information Technology Team.
Type or Copy/Paste Job Description here
Basic knowledge of Active Directory, Group Policy, and Windows ACLs
Good working knowledge of Microsoft Office Suite
Strong experience supporting a MAC environment and setting up MAC desktops and laptops
Knowledge of network communications fundamentals
Knowledge of basic IA principles and best practices and ability to apply to one’s work
Troubleshooting and analysis skills for general network and application level issues
Ability to interact with staff at all levels and to work under minimal supervision
Excellent, organizational, interpersonal, and communication skills
Ability to multitask and work in a team setting
Understanding of a wide variety of desktop applications
Experience working within enterprise ticket systems
Professional certifications desired
2-3 years IT Helpdesk Tier 1 or equivalent
2-3 years supporting MS Office 2010/2013
2-3 years using ITIL complaint service desk ticketing system.
2-3 years demonstrated computer/server hardware support.
GreenSky is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classification protected by federal, state, or local law.
Keyword: IT support
We strongly encourage Armed Forces Veterans to apply