What are the responsibilities and job description for the IT Support Technician position at Bangor Savings Bank?
FUNCTION:
Reporting directly to the IT Support Services Manager, the IT Support Technician is responsible for supporting and maintaining all desktops systems, client applications and peripherals deployed within the bank. This position will be the first escalation point for the Helpdesk, and will identify potential problems-and provide solutions-in the desktop environment.
Reporting directly to the IT Support Services Manager, the IT Support Technician is responsible for supporting and maintaining all desktops systems, client applications and peripherals deployed within the bank. This position will be the first escalation point for the Helpdesk, and will identify potential problems-and provide solutions-in the desktop environment.
ACCOUNTABILITIES:
Desktop Support:
- Implements, manages, optimizes, and support Microsoft Windows.
- Performs routine diagnostics and preventative maintenance on-site for computer information systems and related equipment.
- Installs and configures PC hardware, software, and peripherals.
- Provides assistance to users with varying technical abilities.
- Maintains and develops a basic level of knowledge of Bank software and its capabilities.
- Provides tier 2 support onsite, via phone, and email.
Hardware Support:
- Performs routine diagnostics and preventative maintenance on-site for Multi-function devices.
- Installs and configures end-user hardware.
- Interact with vendors for support issues both on-site and remote.
Customer Service:
- Responds to telephone calls and email requests for technical support, with a focus on customer experience.
- Tracks and monitors problems to ensure timely resolution.
- Escalates problems as appropriate.
- Provides assistance and training on desktop applications
Documentation:
- Assists in maintaining inventory of IT assets and software installed and removed within the Bank.
- Maintains accurate written records of work performed using the Bank’s ticketing system.
- Documents installation and troubleshooting procedures for new and existing Bank software.
Compliance and Control:
- Assists in ensuring that the Bank is in compliance with local, state and federal regulations.
- Assists in ensuring that the Bank uses best practices for information systems.
- Works to ensure workstations are deployed with up-to-date software, patches, and security configuration.
General:
- Interacts harmoniously and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork.
- Conforms to acceptable punctuality/attendance standards as expressed in the Employee Handbook.
- Performs additional duties as requested.
Competencies:
- Adaptability/Flexibility – Adapts to change, is open to new ideas, takes on new challenges, handles pressure, adjusts plans to meet changing needs.
- Initiative – Takes independent action, operates as a pro-active self-starter, acts on opportunities, practices self-development.
- Integrity/Ethics – Deals with others in a straightforward, honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys news good or bad.
- Interpersonal Skills – Has good listening skills.
- Vision/Values – Supports company mission/values through daily actions and decisions, communicates the Bank’s vision, mission and values to others, incorporates vision when planning.
Knowledge/Skills/Experience Requirements:
- High school diploma or equivalent.
- College, business, banking, or professional training helpful.
- 1 – 2 years IT related experience.
- Proficiency with Microsoft products such as Windows 10 and 11, and Microsoft Office.
- Strong working knowledge of personal computers and all common peripherals including monitors, printers, modems, and other connection, communication, and storage devices.
- Professional telephone skills.
- Excellent customer service skills.
Physical Demands/Conditions Requirements:
- General office environment.
- Moderate lifting (to 35 lbs.) required. Moderate reaching, walking, sitting and standing required.
Equipment Used:
-
General office equipment.External and internal applications, as well as position incumbents who become disabled, must be able to perform the essential functions either unaided or with the assistance of a reasonable accommodation to be determined by management on an individual basis.
