IT Support Specialist

Position Title: IT Support Specialist

Reports To: IT Support Manager

Department: Technology Services

FLSA Status: Non-Exempt

Purpose: The IT Support Specialist is responsible for end user hardware and software installation, troubleshooting and repair, as well as network management. The IT Support Specialist provides technical support to employees and guides non-technical workers in the use of information systems.

Supervisory Responsibilities:

Degree of Supervision Received: Moderate

Degree of Supervision Given: None

Essential Functions:

1. Responsible for documentation, testing, implementation, updating, or modification of client technology based on end user or system design specifications.
2. Delivers, installs, maintains, and supports user technology including but not limited to PCs, phones, mobile devices, printers, and other peripheral devices.
3. Provides telephone and on-site client support in accordance with IT Support service level agreements.
4. Provides end user training and education using industry best practices.
5. Responds to support queue for proper resolution or escalation of issues in support of service level agreements.
6. Maintains, installs, troubleshoots, and repairs telephony and integrated network devices as needed.  
7. Monitors and reports on the performance, support and status of hardware and software usage and other measures as appropriate or requested.
8. Maintains IT hardware and software asset management by performing annual branch reviews of all technology equipment, software/OS updates, network layout diagrams and location floor plans.
9. Provides user applications support, user configuration maintenance, printer queue management, email support, phone and network maintenance and setup.
10. Enforces company IT Security policies to ensure the confidentiality, integrity and availability of all computer systems and data. 
11. Demonstrate the standards and principles of the Five Star Bank experience in every interaction with internal and external customers, associates, and stakeholders.  Incorporate the high-performance behaviors of teamwork, leading by example, and service in every facet of work.
12. This job description is not exhaustive. The IT Support Specialist may be required to perform other duties as assigned.

Job Related Qualifications – Education and Prior Experience:

Required:

• Education: High School Diploma
• Prior Experience: 3+ years of experience working with Microsoft operating systems, databases, and Office applications or experience in supporting and troubleshooting Intel based client technology.
• Licenses or Accreditation: Valid NYS Driver’s License

Preferred:

• Education: Associate Degree in Information Systems or related field
• Prior Experience: 3+ years of related experience in a banking for financial services industry

Competencies:

2. Strong verbal and written communication skills.
3. Ability to work with all levels of staff and management and present information in an effective concise manner to employees with diverse skill sets.
4. Ability to work in a demanding, fast-paced environment, manage multiple priorities and change focus quickly to meet established deadlines.
5. Responds to requests for information in a timely and professional manner.
6. Ability to take initiative in problem solving and produces practical decisions and solutions.
7. Ability to prioritize, work, act and make decisions independently.

Physical Requirements:

1. Able to regularly sit for prolonged periods of time.
2. Able to lift up to 60 lbs.
3. Able to travel:
   1. Frequently
4. Extensive computer usage is required.
5. Occasional bending, stooping or reaching overhead.
6. Able to climb and work on a ladder.