IT Support Technician

Position Summary:

Receives centralized requests for IT technical assistance from coworkers and provides support on the Bank’s network, core system, hardware, and other systems. Assists with network administration, computer deployment, and other technology related tasks as directed. Assists with training and set up of coworkers on Bank’s network, PCs and software. Understands and completes job responsibilities in accordance with federal and state regulations. 

Essential Functions:

Information Technology Support 85%

• Provides technical support to all co-workers for the Bank’s network, core system, hardware, and other systems, working with outsourced IT support service providers
• Assists with maintaining systems security; granting authorizations, and issuing logins and passwords to co-workers for Bank systems
• Executes deployment of PCs, software, and other IT hardware as directed 
• Researches co-worker IT Help tickets to determine training needs and works with department managers to provide training
• Completes new co-worker orientation on IT related topics
• Assists with system hardware and software patch management as needed
• Works with IT-related vendors and outsourced IT support service providers as needed
• Assists with hardware upgrades as directed
• Assists with completing regular reviews of Bank programs such as vendor management, user access management, asset management, and vulnerability management.

Procedures and Monitoring 10%

• Assists with monthly report monitoring and follow up as needed
• Assists with updating of policies, and procedures
• Assists with audits, exams, and assessments as needed
• Assists with maintaining the Bank’s Business Continuity Plan, procedures, and policy

Additional Duties and Responsibilities 5%

• Serves on Bank committees as needed
• Participates in internal and external training and development opportunities as required
• Other job related duties necessary to carry out the responsibilities of this position

Work Relationships and Scope:

Works closely with all co-workers. Works occasionally with clients. Works regularly with highly confidential business and client information. Occasionally participates in bank committees and events.

Performance Dimensions:

Quality, accuracy, reliability, thoroughness and timeliness of work performed and services provided to clients and co-workers; customer satisfaction with services provided; keeps Bank and client information confidential; demonstrates friendly and helpful approach and attitude toward internal and external clients. Effectively communicates and develops good working relationships with all co-workers and clients; professional workplace appearance and conduct; honesty and integrity in all client and co-worker communications; reliability in reporting to work regularly and on time; understands Bank policies and procedures. Participates in training and appropriate professional development. Multi-tasks and effectively manages varying duties throughout the workday. Demonstrates professionalism, commitment to the job, and loyalty to the Bank.

Knowledge, Skills and Abilities:

A two-year degree in Information Technology or equivalent is required. Strong organizational skills are helpful. Must possess courteous and professional customer service attitude; excellent verbal and written communication skills for interacting professionally with clients (both pleasant and difficult situations) and relating to other co-workers; ability to maintain the integrity of highly confidential client and Bank information. Must possess strong mathematical skills up to and including decimals; strong computer skills; technical ability to input and retrieve computerized information; legible handwriting; ability to deal effectively with time pressures and stress that can change hourly depending on level of activity. Must possess effective problem solving and research skills. Must be a self-starter and independent thinker and effectively meet deadlines.

Working Conditions:

Work is performed largely in an office environment with minimal chance for personal injury. Occasional out-of-town and overnight business travel (air or auto) is required for business and education. Regular mental and visual concentration for computer usage required. Regular use of telephone. Frequent repetitive use of keyboard for approximately 7-8 hours per day. Requires ability to receive and provide detailed information through verbal communication. Requires near and mid-range vision. Will alternate sitting, standing, and walking throughout work shift. Bend, turn, lift and carry up to 25 pounds of documents and office supplies. Climb stairs. Hours of work are generally during regular business hours. There will be some variation in work hours due to special projects, deadlines, community events, and other concerns.

Equipment Used:

Operates personal computer in a Windows environment for word processing, spreadsheets, e-mail, internet, and other bank specific software. May access virtual and physical servers, firewalls, routers, switches, and other network infrastructure to provide hardware and software support as needed. Operates Silverlake, core banking system. Utilizes a variety of office equipment including computer printer, fax, copy machine, and multi-line telephone.

EEO/AA Employer/Vets/Disability