IT Support Specialist I

Position Summary

Provide first level support to customers on computers, applications and platforms. Troubleshoot problems and advise on the appropriate action. Provide on-site work at any Marquette Bank location.

Responsibilities and Duties

• Troubleshoot and resolve tickets related to technical difficulties with hardware and software.
• Provide computer related information and guidance to users throughout the Bank
• Assist with installing, repairing, maintaining, monitoring and moving all related PC equipment including printers, and all communication equipment.
• Research questions using available information resources.
• Deploy desktop/laptop images
• Follow standard help desk procedures
• Log all help desk interactions
• Update technical skills as required
• On Site Preventive Maintenance to all Branch Locations
• Must have the availability to adhere to a flexible work schedule
• Actively complying with all applicable laws and regulations to include the Bank Secrecy Act, the Community Reinvestment Act, and all other deposit, lending, or non-deposit service regulations; adhering to the Bank’s internal policies, procedures, and risk management responsibilities contained in the Human Resources Policy and Procedures Manual as well as the Employee Handbook, the Employee Code of Conduct, and other applicable policies.
• Perform other duties and responsibilities as assigned by supervisor

Skills/Abilities Required

• Must demonstrate excellent communication and documentation skills
• Ability to handle multiple tasks/calls in a fast paced environment
• Ability to lift at least 50lbs of IT-related equipment (i.e. PCs, printers, monitors and any other peripherals)
• Ability to read and comprehend specialized technical documentation, as required
• Ability to work and interact with management and users in highly sensitive situations
• Ability to diagnose faults under different categories such as Operating System, Application, Email, Web and escalate the fault to relevant specialist teams
• Must be able to travel to all site locations within the Bank’s geographical locations.

Education/Training Required

• High school diploma or equivalent
• Technology related field of study desired
• Hands-on experience in the troubleshooting and break/fix of equipment
• Knowledge of MS Windows Client
• Knowledge with MS Active Directory and MS Windows server
• Knowledge with MS Office and Outlook
• Experience using call tracking applications
• Experience with customer service practices
• Related experience and training

Physical Demands:

The physical demands described here are representative of those that must be met by employees in order to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Employee is regularly required to remain in a stationary position
• Employee may need to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Employee is regularly required to operate a computer and other office productivity machinery (i.e., a calculator, copy machine and computer printer).
• Employee may need to constantly position themselves in the office in order to retrieve files from upper and lower drawers.
• Employee in this position frequently communicates with staff and clients and must be able to exchange accurate information in these situations.
• Employee may need to frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.
• Employee specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment/Conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.

EOE-Females/Minorities/Protected Veterans/Individuals with Disabilities