Senior IT Support Specialist

ROLE
The Senior IT Support Specialist will complete a wide range of duties for the IT team. This includes traveling to various bank locations, providing technical support for all locations including hardware and software, repair and install hardware and software, update and maintain IT inventory for all locations, install and repair PC’s, troubleshoot networks and printers, work with bank customers on IT issues with Online Banking and setup and business customers to use PBT products (i.e. remote deposit), be actively involved in IT decisions and be owner or backup to our IT processes and procedures.

ESSENTIAL FUNCTIONS
Responsibilities
• Monitor and respond quickly and effectively to requests received through the IT Help Desk
• Serve as the first point of contact for coworkers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Install, make changes, and repair computer hardware and software
• Troubleshoot basic network problems
• Document IT tasks and procedures
• Follow-up with coworkers to ensure issues are resolved
• Redirect unresolved issues to the next level of personnel support
• Suggest improvements to procedures
• Travel to all bank locations as needed
• Train incoming staff

Implementation
• Implement and maintain systems as specified by a given set of requirements
• Maintain and enhance third-party software

Leadership
• Participate in team events and projects
• Educate users on how to perform a task they struggle with
• Participate in the evaluation and implementation of new technology
• Take initiative to become educated and knowledgeable on topics that pertain to technology and role
• Monitor trends and new developments in specific technologies

Employee and Customer Partnership
• Maintain a positive relationship with employees and customers
• Work with users to understand their needs and to define requirements for new or existing applications and systems
• Provide technical alternatives and solutions to meet requirements
• Communicate project status and schedules proactively
• Perform all other miscellaneous responsibilities and duties as assigned

Various other responsibilities as assigned by the supervisor

QUALIFICATIONS
EDUCATION/CERTIFICATION: Information Technology Degree from accredited institution or equivalent work experience
REQUIRED KNOWLEDGE: Proficiency and expertise with personal computers and software applications; Basic networking experience; Experience with printers and print management; Hands-on experience with diagnosing and resolving basic technical issues
EXPERIENCE REQUIRED: 4 years Information Technology work experience preferred
SKILLS/ABILITIES: Attention to detail, strong written and verbal communication skills, self-motivation, self-management, ability to consistently follow through on tasks, problem-solving, organized, analytical, interpersonal, time management, computer literacy and strong ability to multi-task, ability to work flexible hours including holidays, weekends, and evenings as needed and assigned

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
TALKING: Ability to speak effectively and communicate clearly
AVERAGE HEARING: Ability to hear average conversations at a standard level in an office environment around other customers and bank personnel
REPETITIVE MOTION: The employee is regularly required to type throughout the day
FINGER DEXTERITY: The employee is regularly required to use their hands to type and maneuver a mouse
AVERAGE VISION: Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and the ability to adjust focus with 20/20 vision (with or without the assistance of eyeglasses/contacts)
PHYSICAL STRENGTH: The employee must occasionally lift and/or move up to 25 pounds (unassisted) as well as stand, sit, bend, kneel, squat, and walk for long periods of time

WORKING CONDITIONS
General professional office environment with climate control. Adequate lighting. Occasional travel to other bank branches. Occasional additional hours outside of regular bank service hours may be required.

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
REASONING ABILITY: Ability to deal with a variety of variables under only limited standardization.
MATHEMATICS ABILITY: Strong numeric capabilities; ability to add, subtract, multiply and divide in all units of measure using whole numbers and common fractions.
LANGUAGE ABILITY: Ability to read, analyze, and interpret documents. Ability to communicate clearly.

INTENT AND FUNCTION OF JOB DESCRIPTIONS
Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well-constructed job descriptions are an integral part of any effective compensation system.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.