IT Support Technician - Position requires a High School diploma and or equivalent work experience; Three (3) years of hands on work experience and knowledge in an IT help desk environment. position requires ability to diagnose and correct hardware and software configuration problems; solid working knowledge of PC-based environments. ability to work flexible work hours; able to work under pressure, meet crucial deadlines, and maintain a high quality of work. this position requires proficiency in

Position Summary :

Uses basic knowledge and skills obtained through education and / or experience to provide help desk technical support for the Bank's computer network system. Will require extensive contact with Bank employees and information technology (IT) professionals, to identify, research and resolve system issues and problems. Responsibilities include, but are not limited to :

Duties and Responsibilities :

• Correspond with and respond to employee requests to diagnose and coordinate repair of Bank computer network, data communications and phone systems.
• Provide end-user support including, but not limited to, password reset, user account maintenance for network and VoIP phone system, mobile phone MDM support, etc.
• Assist in hardware / software implementation and troubleshooting activities.
• Assist in the installation of all Bank office equipment.
• Assist with testing all hardware / software purchases for defects and viruses.
• Assist with video conferencing needs.
• Complete Change Control forms for all user, network, phone or PC-related changes.
• Make necessary basic cabling changes to support Bank's PC and / or printer output.
• Maintain and implement content changes to the Bank's Web site.
• Assist with hardware / software inventory database for accounting fixed assets system.
• Special projects and all other duties as trained and assigned.

Organizational Relationships :

External Business Relationships :

Required Skills / Abilities :

Working : Must possess a working knowledge of all help desk functions related to IT. Position requires a strong comprehension of Bank policies, procedures, information security, cybersecurity and audit responsibilities. Demonstrate strong verbal and written communication skills. Must be able to present findings and ideas one-on-one or to a group. Must have good organization skills, ability to manage time wisely and manage multiple tasks at the same time. Must exhibit a high degree of professionalism and diplomacy and possess excellent telephone etiquette.

Language : Must possess the ability to read and comprehend technical IT terminology, simple and complex instructions, short correspondence and memos. Exhibit the ability to write simple and complex correspondence and generate detailed reports as needed.

Mathematical : Must possess the ability to apply mathematical concepts, add, subtract, multiply and divide. Demonstrate the capacity for completing tasks requiring a high level of attention to detail and comprehension of computers, network and data communications systems.

Reasoning : Apply common sense to carry out detailed written and verbal instructions. Able to understand and follow established Bank policies and procedures to ensure regulatory compliance and adequately train others in the compliance process.

Interpersonal : Possess strong interpersonal skills to effectively communicate with supervisors and co-workers. Demonstrate high degree of customer service skills to include the use of tact and diplomacy in daily interaction with internal and external customers.

Computer : Strong knowledge of personal computers, computer networks, data communications, audio / video conferencing systems, Bank operating systems e.g. Jack Henry, Microsoft Office, and Internet browsers. Strong aptitude for working with IT related standards and protocols, including security, ethics and troubleshooting. Possess ability to configure and maintain various computer operating systems such as desktops, laptops and mobile devices. Good comprehension of basic command line functions.

Education and Experience :

Position requires a High School diploma and or equivalent work experience; Three (3) years of hands on work experience and knowledge in an IT help desk environment; position requires ability to diagnose and correct hardware and software configuration problems; solid working knowledge of PC-based environments; ability to work flexible work hours; able to work under pressure, meet crucial deadlines, and maintain a high quality of work; this position requires proficiency in internet terminology and navigation, while learning new concepts quickly and easily, in a fast growing environment.

Physical Requirements :

Must be able to walk long distances

Need to be able to stand for long periods of time

Requires the need to sit for extensive periods of time

Requires mental alertness

Able to speak clearly and concisely during internal and external meetings

Requires keen vision for long periods of time due to reading, writing and close work on computer screens

Must be able to frequently lift 50 pounds or more

A background check is required for this position.