Technical Support - Application Specialist- (Damariscotta)

Description

Entry level technical support opportunity: support bank employees and the applications they use with opportunity to grow into more technical positions within the bank.

FUNCTION: Responsible for administering, maintaining, and testing crucial bank systems. Conduct user maintenance across all systems, following change management protocols. Provides end user support via the Helpdesk system for all systems either by telephone, email, remote connection or in person Top of Form

Duties:

• Responsible for administration of primary bank systems including (but not limited to): Core, Document imaging, Check Imaging, CRM, Teller, and document platform systems.
• Assist with/perform new release testing and implementation.
• Investigating, troubleshooting, and researching issues
• Investigating and assisting with implementation of new products/services 
• Testing and documentation of disaster recovery procedures 
• Adhering to bank policies for information security and change management
• Provide end user support via the Helpdesk system, this includes:
• Monitoring the Automated Helpdesk queue and helpdesk phone line for incoming tickets and responding in a timely manner to meet SLA requirements.
• Acts as first responder to customer helpdesk requests.
• Able to resolve customer problems both on site or using remote control software and/or assist customers by phone.
• Escalates complex helpdesk issues to IT Technician and/or Network Administrator as needed.
• Performs user basic maintenance on the Windows network and IBM iSeries core banking system such as password resets, account unlocks and printer/writer maintenance.
• Responsible for all user maintenance requests.
• Responsible for the maintenance and development of Document Imaging System including: security, document management, workflows, queues, eForms and reporting tools.
• Set-up review environments and assist with testing/issues related to the Annual Release process for Silverlake and complementary systems.
• Assist with end of year system changes and prepare/transmit tax forms within mandated due dates.
• Perform additional duties as requested.

Requirements

 EDUCATION, TRAINING, AND EXPERIENCE:

• Technical school graduate, or 2 years experience in the field.
• Must be able to diagnose and resolve (or arrange for resolution of) common software problems.
• Must be familiar with current business operating systems and productivity suites.
• Must have experience working in a networked environment.
• Must have strong customer service and communication skills (both verbal and written).
• Must be able to work with little or no direct supervision.
• Proven ability in personal time management is important.
• Must have good organizational skills.

PHYSICAL DEMANDS:

Must have visual and hearing acuity to resolve PC issues. Must have reasonable manual dexterity required to handle small parts and hand tools (screws, screwdrivers). Must be able to move to and work in and around locations of all equipment for which the position is responsible, in all bank buildings. (This may involve crawling.) Must be able to lift and move up to 75 pounds.