What are the responsibilities and job description for the Systems Engineer I (Support Desk Analyst) position at City First Bank?
WHO WE ARE
City First Bank N.A. is a mission-driven Community Development Financial Institution (CDFI) principally focused on a transformative impact in underserved, urban markets with the highest needs to drive equitable economic development. Our lending activities are purely commercial and focused on the following segments : Multifamily Affordable Housing, Not-for-Profit Finance, and Small Business Finance. As a depository and commercial lending provider with over $1.4 billion in bank assets as of December 31, 2023, our unified organization has over 100 employees in Washington DC and Los Angeles / Inglewood, CA.
ROLE SUMMARY
The Systems Engineer I is responsible for providing technical support to the bank’s infrastructure, cybersecurity, bank operations, network, cloud, internal and external systems. The Systems Engineer I will work with internal technology team, as well as with partners and vendors to implement and support key business systems, while providing support services to the bank’s national user base. As the Systems Engineer I, you will spearhead the design, development, documentation, implementation, and support on a variety of projects within our Technology organization. Responsible for supporting the organization’s technology services by responding to inbound customer issues via email, phone, or in-person. Excellent customer service skills, desire to learn, and a positive motivation toward swift resolutions are essential.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
- Works independently or as part of the technical team, in support of systems engineering projects and deliverables.
- Diagnoses and troubleshoots technical issues including analyzing the problem, collaborating internally or with vendors, and follow-up to ensure problem resolution.
- Providing consultation and integration support of existing hardware, software, network configurations and new system initiatives directly to end-users over the phone on-site.
- Managing and monitoring all installed systems and infrastructure, installing, configuring, testing, and maintaining operating systems, application software and system management tools
- Management of daily infrastructure operations to ensure availability SLA is met for systems and tasks.
- Working with vendors in support of external systems used by the bank and resolving issues, assigning permissions, rights, access, security, and administration.
- Documentation of support issues, systems configurations, business requirements, policies, and procedures.
- Drives the objectives associated with Problem Management; such as customer communication and Root Cause Analysis reports.
- Provides technical expertise to project team for successful project and change implementations.
- Develops and generates periodic utilization reports to provide visibility to performance, capacity, availability and SLA management.
- Leads / assists operational teams in system updates & upgrades, such as patch management, antivirus and endpoint management, hardware, and software upgrades.
- Collaborating with security team to implement and verify controls and regulatory oversight requirements needed for compliance.
- Other duties as assigned.
EDUCATION & EXPERIENCE
Required Education / Experience :
Preferred Education / Experience :
CERTIFICATIONS
KNOWLEDGE, SKILLS, AND ABILITIES
Required Knowledge & Skills :
Preferred Knowledge & Skills :
