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Regular or Temporary:

Regular

Language Fluency: English (Required)

Work Shift:

2nd Shift - 10% Automatic Pay Differential (United States of America)

Please review the following job description:

2nd Shift - Mon to Fri 3pm to 11pm

Provides support to end-users for either PC, server or mainframe applications, and hardware. May interact with production services, software systems engineering, applications support, and/or applications development to restore service and/or identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties.

Recommends systems modifications to reduce user problems. May interact with end-users in person to provide support and training. Escalates highly complex issues to more experienced teammates.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

Incident Management

• Escalated incidents - Handle ticket resolution for escalated incidents

• Major incidents - Triage and escalate major Incidents

• Queue management - Handle ServiceNow ticket management

• Major incident management - Participate in TCC bridges during major incidents

Problem Management

• Ticket gap analysis - Perform ticket gap analysis/mentoring

• Projects - Participate in projects with other LOBs

IT Asset Management

• New agent training - facilitate new agent operational readiness

• Software - Manage workstation software

Service Desk

• Support - Assist front line agents with support questions

Knowledge Management

• Knowledge - Cascade updated knowledge to staff

• Documentation - Provide documentation updates

• Knowledge - Participate in knowledge management practice

Change Enablement

• Change Management -Participate in change management practices

Continual Improvement

• Processes - Participate in process changes

QUALIFICATIONS

Required Qualifications:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor's degree and 2 years of experience or an equivalent combination of education and work experience.

• Knowledge in information systems and ability to apply that knowledge in practice.

• Ability to manage competing priorities.

• Ability to solve problems in straightforward situations by analyzing possible solutions using experience, judgment and precedents.

• Experience participating in IT projects.

• Ability to communicate complex information in straightforward situations.

Preferred Qualifications:

• Bachelor's degree and 3 years of experience.

• Banking or financial services experience.

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist's generous benefit plans, please visit our Benefits site (https://benefits.truist.com/)

. Depending on the position and division, this job may also be eligible for Truist's defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

Truist supports a diverse workforce and is an Equal Opportunity Employer that does not discriminate against individuals on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. Truist is a Drug Free Workplace.

EEO is the Law (https://www.eeoc.gov/sites/default/files/2022-10/EEOC\_KnowYourRights\_screen\_reader\_10\_20.pdf)

Pay Transparency Nondiscrimination Provision (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp\_%20English\_formattedESQA508c.pdf)

E-Verify (https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify\_Participation\_Poster\_ES.pdf)