Job Description: Overview: The primary responsibility of the Customer Technical Support II is to provide technical support for CSI customers (both internal and external) by staging, installing, and troubleshooting issues related to both hardware and software CSI products. This position requires strong communication and troubleshooting skills, as well as the ability to work efficiently in a high-demand, fast-paced environment.
Key Responsibilities: - Respond to phone calls and tickets from customers in a timely and professional manner.
- Troubleshoot and resolve various technical issues, ranging from basic to complex.
- Research, test, and document issues that require development attention.
- Mentor and train other technical support specialists to ensure knowledge-sharing and development within the team.
- Provide excellent customer service with a calm and methodical approach, especially in challenging support situations.
- Manage and troubleshoot Active Directory, including creating accounts, security groups, and group management.
- Create and manage email accounts in Microsoft 365 (M365).
- Balance high productivity demands with the need for detailed troubleshooting and problem resolution.
- Troubleshoot network connectivity issues and use tools like PING, NSLOOKUP, and NETSTAT to identify and resolve problems.
- Assist in maintaining and improving the technical support process.
- Perform other duties as required.
Skills and Qualifications: - Minimum of 2 years of relevant experience in a Service Desk/Help Desk environment.
- Technical education or job knowledge equivalent to a two-year college or trade school.
- Strong understanding of Active Directory, including account creation, security groups, and group management.
- Ability to create and manage email accounts in M365.
- Understanding of basic networking principles, including troubleshooting connectivity issues, DHCP, DNS, and using tools like PING, NSLOOKUP, and NETSTAT.
- Desirable: Microsoft Certified Professional (MCP), Microsoft Technology Specialist, or equivalent technical certification.
- Previous experience working in a ticketing system is highly desirable.
- Experience with Active Directory, MS Office, Windows, and desktop/laptop networking is a plus.
- Excellent communication skills, both written and verbal.
- Strong organizational skills and attention to detail.
- Ability to work well as part of a team, with a proactive and flexible approach.
- Self-motivated and driven, with the ability to manage multiple tasks simultaneously.
Additional Information: - This is a full-time position.
- We are seeking a team player who thrives in a dynamic, customer-focused environment and is eager to contribute to both individual and team success.
As a forward-thinking software provider, Computer Services, Inc. (CSI) helps community and regional banks solve their customers' needs through open and flexible technologies. In addition to its award-winning core banking platform, these include the latest in lending, digital banking, payments, financial crime prevention and cybersecurity. Building on its nearly 60-year track record of personalized service, CSI is shaping the future of banking and empowering its customers to rival their competition. For more information about CSI, visit
CSI provides rewarding and challenging career opportunities for our employees. When determining your pay, we consider various factors such as your skills, qualifications, experience and location. Along with a competitive salary, this position includes eligibility for incentive awards based on both individual and business performance. We also offer a comprehensive range of benefits. To learn more about our benefits, visit: Benefits Summary
CSI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, physical and mental disability, marital status, veteran status, or any other characteristic protected by applicable law. If you need an accommodation during the recruitment process, please email us at and we will work with you to meet your accessibility needs.
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Visa Sponsorship: We are unable to offer visa sponsorship for this position. Applicants must be authorized to work in the United States without the need for sponsorship now or in the future.