What are the responsibilities and job description for the TECHNOLOGY SUPPORT SPECIALIST position at FirstBank PR?
Technology Support Specialist
Job Summary :
This person will work as an integral part of the IT team. The ideal candidate will have excellent interpersonal and communication skills (verbal and written), the ability to work independently and within a team environment, and the ability to multitask.
Essential Responsibilities :
Provides technical support for the bank and its respective branches. Interacts with internal users on all levels to help resolve IT-related issues and provides answers in a timely manner.
Ensures internal ticketing system is updated with daily tickets opened, follow-up tickets opened, and knowledge base updates. Ensures compliance with established support SLAs (Service Level Agreements)
Provides basic application level support for all banking applications and escalates to the appropriate subject matter expert as required.
Provides desktop, network and communications support and trouble-shooting as required.
Assists employees with the use of Microsoft Office and other productivity tools.
Coordinates the deployment or replacement of workstations and other technology devices across all office locations.
Works with Network Administrators and technology team in the deployment of new servers, switches and infrastructure hardware. Assists in the implementation of additions, deletions and major modifications to the supporting infrastructure.
Assists with the Installation and update of the Bank’s software and desktop computers.
Provide support for ATMs and Check Capture systems for all branches.
Coordinates with vendors supporting the Bank’s ATMs and other equipment and expedites issue resolution.
Suggests areas for improvement in internal processes along with possible solutions.
Complies with and helps to enforce established company standards, policies and procedures.
Performs other duties as assigned.
Technical Knowledge :
Intermediate to Advanced Knowledge required for Windows 7 - Windows 10
Intermediate to Advanced Knowledge required in the use of Microsoft Office (2010-2016) (Word, Excel, Access, Outlook).
Basic experience / knowledge of Microsoft’s Windows Server and related technologies
Basic experience / knowledge of networking technologies
Education / Experience :
A Bachelor in Science in Management Information Systems or Computer Science is considered a plus. 3 years of experience in a similar job is required or equivalent combination of education and experience sufficient to successfully perform the essential functions of the job is required.
Independence of Judgment :
The degree of judgment will be dependent of the complexity and level of compiled information and according to the identification and analysis of problems. It is subject to the employee authorization level.
Impact of Errors :
The impact of errors in this position could have a negative impact to the Bank’s data and equipment, could have considerable economic impact to the Bank as in its financial records.
Interpersonal Communication :
Good communication skills is required for this position.
Physical Demands :
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Specific vision abilities required by this position include close and distance vision. While performing the duties of this position is regularly required to sit; use hands to finger, handle or feel, talk and hear. The employee is occasionally required to stand and walk.
Able to bend and lift heavy boxes up to 40 pounds.
Able to handle stress during peak time
Able to seat for prolonged period of time.
Able to work flexible hours according to department needs.
Active driver license is required.
May require traveling to any of the Bank locations.
Able to handle stress to meet deadlines and jungle multiple priorities.
Work Environment :
Employees in this job work in an office environment with comfortable room temperature, good lighting and quiet conditions. These employees are exposed to external elements when representing the corporation at external events and may be required to work extended hours, including holidays, should these coincide with company events.
Disclaimer :
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not indented to be an exhaustive list of all responsibilities, duties, skills required of personnel so classified. The reporting relationship may not reflect the most recent changes to the corporate reporting structure.
First Bank Florida is a proud to be an Equal Employment Opportunity Employer and takes affirmative action to employ Women, Protected Veterans, People with Disabilities and Minorities regardless of gender identity, sexual orientation, and any other legally protected status.
