IT Support Specialist

Skowhegan Savings Bank seeks an individual to join our team as an IT Support Specialist. This is a full-time position that is based out of the Operations Center in Skowhegan. 

The Information Technology Support Specialist plays a key role in ensuring the smooth operation of the organization’s technology systems. This position is responsible for providing day-to-day technical support, primarily through the IT Helpdesk, and supporting systems such as M365, the core banking suite, and other applications. The position also includes report writing, documentation, and participation in various IT projects. The specialist collaborates with all departments to resolve end-user issues, improve processes, increase efficiency, and train users on network and banking applications. 

Key Responsibilities:

• Provide first-level support for end users via the Helpdesk, troubleshooting and resolving issues related to: Computer hardware, software, and connectivity, Microsoft Windows and mobile operating systems, Microsoft 365, email, and mobile applications, SharePoint workflows and site administration, Core banking applications and related systems, Telephony, printing, and faxing systems and Multi-Factor Authentication (MFA) and remote access. 
• Maintain accurate records in the Helpdesk system, including issue resolutions and preventative actions, while also managing up-to-date hardware and software inventory to ensure license compliance.
• Support employee onboarding and offboarding by setting up accounts, provisioning equipment, and deploying configured hardware, including imaging and installation of new computers across the organization.
• Contribute to the implementation, maintenance, and upgrading of applications, while supporting IT projects aimed at enhancing process efficiency and operational performance. 
• Collaborate with departments, users, and vendors to identify, train, and resolve technical challenges, while providing clear and timely communication on issue status and resolution to ensure minimal disruption to operations.
• Develop and update technical documentation and user guides.
• Assist with patch management, including research, rollout, and testing.  
• Assist in report writing and data analysis to support business needs as needed. 
• Participate in a rotating Saturday support schedule.  
• Perform other duties as assigned. 

Qualifications:

Skills:

• Technical Expertise: Strong understanding of computer hardware and software, including PC, server, and telephone system environments, with proficiency in Microsoft 365, Windows operating systems, Active Directory, and commonly used business applications. *Experience with Core banking systems is highly desirable. 
• Problem Solving: Demonstrated ability to troubleshoot and resolve technical issues efficiently. 
• Documentation & Training: Skilled in developing user documentation, conducting training, and driving process improvements. 
• Communication: Exceptional verbal and written communication abilities, essential for effectively conveying technical information to both technical and non-technical users.
• Interpersonal & Customer Service: Proven ability to build positive working relationships with colleagues, vendors, and end users. Demonstrates empathy, patience, and professionalism in all interactions, with a strong commitment to providing responsive, user-focused support in a professional and approachable manner.
• Teamwork: Able to work independently and manage multiple tasks simultaneously, while also thriving in a collaborative team setting. 
• Time Management: Highly organized, detail-focused, and capable of managing multiple priorities effectively. 
• Adaptability: Flexible and quick to adapt to new technologies and evolving IT environments. 

Education & Experience:

Pay Grade 25:

• Associate’s degree in an IT related field of study or three to five years of related experience and/or training.
• A+ Certification preferred or equivalent technical certifications.

Pay Grade 26:

• Bachelor’s degree in an IT related field of study or five plus years of related experience and/or training.
• A+ Certification required or equivalent technical certifications.

Working Conditions:

• Primarily office-based with occasional travel.
• Physical surroundings are generally pleasant and comfortable
• Moderate lifting (to 35 lbs.) required. Moderate reaching, walking, sitting and standing required.