IT Support Technician

ACCOUNTABILITIES:

Desktop Support:

• Implements, manages, optimizes, and support Microsoft Windows.
• Performs routine diagnostics and preventative maintenance on-site for computer information systems and related equipment.
• Installs and configures PC hardware, software, and peripherals.
• Provides assistance to users with varying technical abilities.
• Maintains and develops a basic level of knowledge of Bank software and its capabilities.
• Provides tier 2 support onsite, via phone, and email.

Hardware Support:

• Performs routine diagnostics and preventative maintenance on-site for Multi-function devices.
• Installs and configures end-user hardware.
• Interact with vendors for support issues both on-site and remote.

Customer Service:

• Responds to telephone calls and email requests for technical support, with a focus on customer experience.
• Tracks and monitors problems to ensure timely resolution.
• Escalates problems as appropriate.
• Provides assistance and training on desktop applications

Documentation:

• Assists in maintaining inventory of IT assets and software installed and removed within the Bank.
• Maintains accurate written records of work performed using the Bank’s ticketing system.
• Documents installation and troubleshooting procedures for new and existing Bank software.

Compliance and Control:

• Assists in ensuring that the Bank is in compliance with local, state and federal regulations.
• Assists in ensuring that the Bank uses best practices for information systems.
• Works to ensure workstations are deployed with up-to-date software, patches, and security configuration.

General:

• Interacts harmoniously and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork.
• Conforms to acceptable punctuality/attendance standards as expressed in the Employee Handbook.
• Performs additional duties as requested.

Competencies:

• Adaptability/Flexibility – Adapts to change, is open to new ideas, takes on new challenges, handles pressure, adjusts plans to meet changing needs.
• Initiative – Takes independent action, operates as a pro-active self-starter, acts on opportunities, practices self-development.
• Integrity/Ethics – Deals with others in a straightforward, honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys news good or bad.
• Interpersonal Skills – Has good listening skills.
• Vision/Values – Supports company mission/values through daily actions and decisions, communicates the Bank’s vision, mission and values to others, incorporates vision when planning.

Knowledge/Skills/Experience Requirements:

• High school diploma or equivalent.
• College, business, banking, or professional training helpful.
• 1 – 2 years IT related experience.
• Proficiency with Microsoft products such as Windows 10 and 11, and Microsoft Office.
• Strong working knowledge of personal computers and all common peripherals including monitors, printers, modems, and other connection, communication, and storage devices.
• Professional telephone skills.
• Excellent customer service skills.

Physical Demands/Conditions Requirements:

• General office environment.
• Moderate lifting (to 35 lbs.) required. Moderate reaching, walking, sitting and standing required.

Equipment Used:

• General office equipment.

  External and internal applications, as well as position incumbents who become disabled, must be able to perform the essential functions either unaided or with the assistance of a reasonable accommodation to be determined by management on an individual basis.