Technical Support Specialist

Technical Support Specialist

Under the direction of the AVP – Technology Operations, the Technical Support Specialist provides employee help desk support services and supports branch and employee equipment needs.

• Provide hardware, software, phone, and basic network support to all end users, troubleshooting devices such as desktops, laptops, printers, scanners, phones, and ATMs.
• Create and maintain user accounts for network access; track access as needed and notify manager of necessary changes.
• Triage, assign, and work help desk tickets, respond in a timely manner, document thoroughly, and follow up to ensure satisfactory resolution, meeting Service Level Agreement standards.
• Build, configure, and deploy workstations and printers; apply patches; assist with maintenance of employee desktop applications.
• Provide instruction to users on equipment usage while maintaining high customer satisfaction.
• Obtain quotes for software, services, or equipment from vendors; manage purchase orders.
• Maintain technology department asset tracking system for hardware and software.
• Coordinate service calls with vendors, reducing downtime, and escalating issues when necessary.
• Collaborate as part of the team to achieve goals and find creative solutions.
• Draft or revise policies and procedures to improve efficiency and clarity for staff and end users.
• Demonstrate a commitment to accommodating internal and external member needs.
• Support community outreach efforts.
• Participate in department and organization projects to meet corporate objectives.
• Perform related duties as required.
• Self‑motivated, organized, and able to prioritize work with minimal direction.

Associate’s degree, preferably in technology, or specialized training in a technical field, with at least two years of PC/network support experience, or equivalent combination of education and experience.

• Ability to read, analyze, and interpret complex technical journals.
• Ability to respond to reasonable technical inquiries and instructions from management and staff.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to effectively present information and solutions to Technology Department management and other employees.
• Team‑oriented, detailed, organized, and possessing good interpersonal and communication skills.

• Proficiency with basic arithmetic and computational skills.
• Problem‑solving ability with limited standardization.
• Capability to define problems, collect data, establish facts, and draw valid conclusions.
• Interpret technical instructions in mathematical or diagram form.
• Ability to troubleshoot technical problems.
• Physical requirements:
  
  standing, sitting, walking, reaching, driving, and lifting up to 30 lbs.
• Frequent local travel between branch locations.