SUMMARY

The Information Technology (IT) Support Technician will assist in the maintenance of PC equipment, support users on software applications and platforms, and troubleshoot problems and recommend appropriate action. The IT Support Technician will serve as a key point of contact between the IT department and the users, management and other support personnel, providing superior, front-line customer service and on-going, routine communication.

QUALIFICATIONS

The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
· Ability to establish productive business relationships with others, both inside and outside the organization.
· Ability to work with little direct supervision in carrying out the tasks and responsibilities assigned.
· Knowledge of and ability to troubleshoot issues with Microsoft products, including Windows Server and desktop operating systems, Office applications, web browsers, and others.
· Knowledge of and ability to troubleshoot issues with equipment such as computers, servers, scanners, printers, etc.
· Excellent written and oral communication skills.
· Strong attention to detail.
· Ability to handle sensitive documents or other confidential information.
· Ability to work well under pressure and meet deadlines.
· Ability to communicate and work well with all levels of employees, officers, directors, and service providers.
· Must be a licensed driver with ability to regularly travel to Bank branch locations.
· Thorough understanding of Federal and State agency security requirements.
· Thorough understanding of Bank policies and procedures.

REQUIRED EDUCATION AND/OR EXPERIENCE

· Bachelor’s Degree or comparable experience with continuing education in the Information Technology field
· Professional IT Certifications such as: Microsoft MCP, MCSA, MCSE, VMWare, Cisco CCNA
· At least 2 years’ experience in technology support or related field.
· Experience with LAN/WAN equipment.
· Understanding of Active Directory, DNS, DHCP.
· Understanding of security solutions including NAC, A/V, SIEM, and patch management.
· Thorough understanding of network monitoring/troubleshooting tools.
· Working knowledge of SQL, web-based products, intranets, the Internet and proxy servers.
· Demonstrable knowledge of industry standard technology equipment and applications.
· Familiarity with cloud services preferred.

OTHER REQUIREMENTS

· May be required to attend and participate in professional development activities outside the bank to stay abreast of new developments, best practices, and statutory and regulatory changes in Human Resources practice and law.
· Pursuant to the Drug Free Workplace Act of 1988, all employees must remain drug free and alcohol free when reporting to work, while at work and while engaged in any work related activities.
· Comply with all Bank Secrecy Act rules and regulations and any related laws and regulations.
· Valid driver’s license and the ability to regularly travel to other locations.
· Ability to work on flexible schedule that at times may include late working hours or weekend hours.

To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily.
· Provide first-line help desk support for Bank users.
o Diagnose and resolve hardware and software issues
o Respond promptly to requests for technical assistance via ticket system, phone, email, messages, or in person
o Perform password resets for network and other Bank applications
o Prioritize and manage open cases simultaneously
o Research questions using available information resources
o Follow up with users to ensure issues have been satisfactorily resolved.
o Escalate issues to second level or outside support as necessary
· Install, maintain and monitor computer and communications equipment at Bank sites.
o Make regular site visits for preventative maintenance.
o Make site visits for equipment repair as necessary.
o Ensure patch levels are up to date on equipment.
· Track all problems and issues using ticketing system.
o Detail actions taken, including resolutions.
o Review all open tickets on a daily basis to ensure timely resolution.
· Repair or replace hardware, software and computer peripherals
o Setup new equipment according to build lists
o Maintain workstation images
o Assess and make recommendations for replacement equipment
· Maintain equipment and software inventories
· Assist with maintenance of the Bank website
· Assist in deploying new software releases and systems upgrades
· Create and maintain technology related procedures
· Stay current with system information, changes, and updates.
· Adhere to all Bank policies, procedures, and Federal and State regulations
· Exhibit professionalism in personal appearance and attitude
· Perform other duties as assigned by the CIO