CLASSIFICATION:Non-exempt

REPORTS TO:Manager of Infrastructure Operations

JOB DESCRIPTION

Summary/Objective

Under general supervision, to provide desk side, phone, or email support in diagnosing and resolving problems, respond to software and hardware deployment needs, information requests, and moves/adds/changes for offices.

Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Travels to other Bank locations (typically within 50 miles) to install, deploy, and repair hardware.

2. Assists in the scheduling of hardware and software installation and deployment projects.

3. Works with hardware and software manufacturers/vendors on Tier 2 issue assessment and resolution of problems.

4. Researches, analyzes and recommends the implementation of software or hardware changes to rectify any problems.

5. Coordinates the resolution of escalated application, hardware and software problems.

6. Deploys new or upgraded images, software and hardware.

7. Configures and installs desktop PCs, peripheral equipment, laptops and other mobile devices.

8. Field incoming requests to the Help Desk via ITSM portal, e-mail, telephone and chat to ensure courteous, timely and effective resolution of end user issues.

9. Maintains a competent level of expertise and knowledge of all the requirements of Help Desk issues, including policies and changes affecting the bank’s activities.

10. Repairs hardware, software, and peripheral equipment, following design or installation specifications.

11. Conducts unit tests for new deployments or new components and remediates problems.

12. Diagnoses and resolves client workstation and mobile device hardware and software issues.

13. Documents solutions to common problems and responses to frequently asked questions.

14. Reports any unresolved or critical level problems to supervisor.

15. Track ticketed incidents within the ITSM application to completion.

Other Duties

1. Complies with all policies and procedures as applied to the Bank's BSA/AML policy.

2. Perform other duties as assigned.

Skills/Abilities

1. Ability to effectively communicate with end-users, vendors and Information Technology management and personnel.

2. Aptitude, technical ability and willingness to learn technical requirements of IT Support, computers, network systems, telecommunications and various software applications.

3. Excellent oral communication skills and interpersonal skills.

4. Good writing abilities to clearly detail facts and solutions.

5. Excellent analytical skills to make fast and precise resolutions to hardware, software and network issues.

6. Working knowledge of the Bank’s standards and procedures.

7. Strong organizational skills.

8. Ability to utilize customer service skills to interact effectively and cooperatively with system and network users.

9. Ability to work well in pressure situations and meeting deadlines.

10. Ability to work well alone and as a member of a team.

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

This job operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Office environment with job duties conducted via telephone, face to face meetings, and on the computer.

Physical Demands

This position requires manual dexterity, the ability to lift files and opening cabinets. This position requires bending, stooping or standing as necessary.

Travel

As a field support position, qualified candidates must possess a valid driver’s license and have reliable transportation which would allow them to drive to any of our locations.

Education and Experience

1. Associate’s degree in a technical related degree (or equivalent additional related experience)

2. Two years’ experience in a similar position, preferably in a bank. Hardware/software monitoring is a plus.

3. IT Certifications preferred (Microsoft, CompTia, etc.).

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.