Advanced Phone Support

Location:

This role provides second-tier technical support for Key's computer platforms across corporate, branch, and data center locations. The position ensures high-quality customer service, supports desktop and mobile systems, manages IT assets, and contributes to multiple complex projects. The technician will work in a collaborative, customer-focused environment, applying problem-solving skills and technical expertise to maintain and improve IT infrastructure.

• Provide second-tier support for computer systems in corporate environments.
• Deliver high-level customer service to internal clients.
• Setup, maintain, and troubleshoot Microsoft Windows and Apple macOS systems.
• Install, support, and maintain desktop applications.
• Provision applications using Microsoft System Center Configuration Manager (SCCM).
• Support desktop and mobile operating systems.
• Track corporate IT assets throughout the computer lifecycle.
• Manage desktop systems and ensure network connectivity.
• Open and manage tickets to track work performed.
• Document, monitor, and resolve problems within SLA timelines.
• Apply industry-standard concepts and procedures.
• Contribute to the knowledge base and improve support processes.
• Communicate effectively with technical and non-technical staff.
• Collaborate with team members and produce clear documentation.
• Identify and recommend improvements based on incident data.

• Associate's degree in computer science and/or Business, or equivalent work experience.

• 3+ years of technical support experience in a computer support environment.

• Relevant IT certifications (e.g., CompTIA A+, Microsoft, Apple) preferred but not required.

• Strong interpersonal, oral, and written communication skills.
• Excellent customer service and organizational skills.
• Root cause analysis and problem-solving capabilities.
• Working knowledge of computer theory and support practices.
• Functional understanding of information security and best practices.
• Ability to configure network connectivity, including mobile computing.
• Detail-oriented with strong documentation and multitasking abilities.
• Ability to learn and adapt quickly to new procedures and technologies.

• Standard office environment; may require lifting and moving computer equipment.

COMPENSATION AND BENEFITS

This position is eligible to earn a base salary in the range of $55,000 to $70,000 annually depending on location and job-related factors such as level of experience. Compensation for this role also includes eligibility for short-term incentive compensation and deferred incentive compensation subject to individual and company performance.

Please click here for a list of benefits for which this position is eligible.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing HR_Compliance@keybank.com.