Job Summary:
Ensure continuity of computer system services for computer users by providing network support and resolution of hardware and software problems in accordance with Bank policies and procedures.
Performs any functions necessary, within scope of authority and expertise, to provide the highest level of service and responsiveness to customers and the community in which it serves.
This position is on-site and requires you to work in our Winsted location.
Principal Responsibilites:
Provides the technical expertise and assistance necessary to install computer products. Performs modification/repair of hardware and peripheral equipment and resolves technical problems. |
Provides end-user hardware and/or software support; troubleshooting as needed. Responds to problem calls on site or over the phone for users. |
Performs hardware refreshes and software upgrades to existing computer equipment as needed. |
Monitors logs, including but not limited to antivirus, desktop and server event logs using monitoring software. |
Installs, modifies, and makes repairs to hardware and software and peripheral equipment. |
Coordinates and monitors remote access. |
Ensures desktop patching compliance by reviewing security scan reports in collaboration with the Network Administrator and performs supplemental patching as needed. |
Create/maintain images used for workstations & servers, for both physical hardware and virtual infrastructure. |
Attends relevant seminars and courses to update and advance knowledge and skills. Performs related and unrelated duties as may be required. |
IT Support Responsibilities |
Responds to user hardware and software problem calls and requests for service, on site or over the phone, and determines the nature and extent of support needed. Documents call tickets in tracking software. |
Supports end-user community on new systems; answering technical questions about equipment and software applications. Provides guidance, as needed, to users in startup, basic and advanced use of software programs including but not limited to Microsoft Office, Outlook, remote software support, core software, ATM support, document imaging software and Microsoft network operating system. |
Create, configure and modify user accounts and groups in active directory and exchange accounts as needed. User access several applications |
Education/Experience Requirements:
Initiative:
This position performs a wide variety of diversified tasks including technical installations, repair and resolution of technical problems. Maintains records and monitors notifications where failure to perform these functions can cause larger system or technical equipment issues. Regularly works with or has access to confidential data.
Works with complex technical issues and problems that require logical thinking and understanding of the business.
Must be able to clearly communicate technical issues to all levels of personnel requiring courtesy and tact.
Performs work independently within scope of established guidelines and practices. Consults with manager where clarification or exception to Bank policy may be required.
Responsibility:
Errors such as desktop failures or system account mistakes could result in productivity losses; server downtime or system failures could result in significant cost to Bank operations and customer service if not detected and corrected immediately.
Probable errors may create a continuing effect on the overall operation of the organization. Errors in judgement or decision making could have long-term effects on the Bank’s profitability, efficiency and customer satisfaction.
The position interacts with personnel at all levels of the bank and often involves a semi-high degree of technical understanding and the need to communicate technical concepts.
Supervision: No direct reports
Position Conditions:
Normal. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle controls; and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; and stoop or kneel. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. Frequent travel within the State of Connecticut. Valid Driver’s License and insurance. On-call availability 24/7/365 as needed. Regular attendance is an essential function of this position.