OVERVIEW / DESCRIPTION

The IT Support Technician act as the point of contact for end-users to receive support and maintenance within the organization’s desktop computing environment. Act as the primary contact for the Bank’s internal Help Desk. This includes installing, diagnosing, repairing, maintaining and upgrading all PC hardware and peripheral equipment to ensure optimal workstation performance. Timely troubleshoot problem areas according to procedures and provide end-user assistance as required. Assist with the implementation of application upgrades as they relate to the local area network and/or standalone PCs. Assist the network administrator on server builds and installations when required. Position includes being an essential part of the Disaster Recovery, Business Continuity and Incident Response Plan team(s), which will provide support to the continued development and testing of said plans.

POSITION REQUIREMENTS:

• Bachelor’s degree in computer science or equivalent.
• 3 – 5 years of prior Help Desk or Desktop Support related experience
• Certifications from CompTIA, MCDST or HDI are a plus.
• Knowledge of Microsoft’s Active Directory and Domains.
• Fundamental knowledge of IP Telephony to assist with phone system moves/adds/changes.
• Working knowledge of LAN’s and WAN’s.
• Ability to create operating system images
• Previous financial services industry experiences a plus.
• High level of analytical ability with the skill to work independently and also in group settings.
• Strong interpersonal skills. Effectively interact with all levels of the organization in a professional and courteous manner.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Any physical demands or work conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PRIMARY ACCOUNTABILITIES / RESPONSIBILITIES:

• Receive and respond to incoming calls and e-mails regarding desktop problems via the companies Help Desk.
• Primary contact for the Bank’s internal Help Desk.
• Perform on-site analysis, diagnosis and resolution of complex desktop problems for end-users. Recommend and implement corrective solutions for all bank owned computer equipment.
• Respond to move, add and changes (MAC) requests as they are submitted and approved including scheduling and completion.
• Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment.
• Install and support PC, laptop, tablet and mobile hardware and software
• Accurately document instances of desktop equipment or component failure, repair, installation and removal.
• Provide periodic reports to management.
• Assess the need for and implement performance upgrades to Computers including the installation of CPUs, I/O and NIC cards, hard disks, ribbon cables, hard drives RAM, CD-ROMs and so on.
• Coordinate with the Network Administrator to ensure that all workstations are up to date with current system and security patches.
• Responsible for maintaining an inventory of all Computer assets and telecommunications equipment for the bank using an asset inventory database.
• Participate in hardware and software reviews and recommend purchases
• Protect the confidentiality of non-public customer information (NPCI) and the security of our information technology resources. Adhere to the Bank’s Acceptable Use Policy, participate in security awareness training and successfully pass social engineering testing which are designed to provide the education necessary to enable employees to keep the bank secure. Employee awareness and vigilance are required in following these cyber security best practices and are the most effective weapon we have against cyber threats and fraud.
• Collaborate with the Network Administrator to ensure efficient operation of the Bank’s desktop computing environment
• Assist in preparing, maintaining and upholding procedures for logging, reporting and statistically monitoring desktop operations
• Work together with the internal Application Support team to troubleshoot the Bank’s application issues as they relate to the end-user and desktop computing
• Interface with all computer hardware and software vendors on an as needed basis to ensure that all hardware and software is running smoothly and efficiently
• Support end user with network and application password resets
• Assumes additional responsibilities as requested.
• Required to be on call when the bank is open for purposes of helping to resolve problems with all computer related equipment. Will be required to visit branch offices depending on the nature of the problem being solved. This could include off normal working hours

OTHER ACCOUNTABILITIES / RESPONSIBILITIES:

The Bank encourages participation in a community development service within the Bank’s assessment area. Community development encompasses affordable housing and community services that target low to moderate income individuals and activities that revitalize or stabilize targeted low to moderate income neighborhoods. Community development services must be related to providing a financial service or use the financial expertise of the bank employee. Examples include:

• Offering accounting skills to a local charitable organization that serves low to moderate income individuals;
• Performing bookkeeping services for low to moderate income seniors;
• Teaching a financial literacy program for low to moderate income school children;
• Fundraising on behalf of a local or state agency that provides services and/or programs targeting low- or moderate-income individuals;
• Activities that revitalize or stabilize low- or moderate-income areas;
• Encourages CRA qualified volunteerism.