IT​/Tech Network, IT Support

Description

DEPARTMENT: Information Technology

REPORTS TO: Senior Vice President - IT

HOURS: Full time, WFH 1 day/week

FSLA STATUS: Non-Exempt

POSITION SUMMARY: This position supports the bank’s day-to-day technology operations by administering endpoint devices, software updates, security patches, hosted VoIP services, peripherals, and Bank Web content. The role coordinates technology deployments and replacements, provides backup IT and network-connectivity support, documents configurations and issue resolutions, communicates system status and technical concerns, and escalates significant security or operational issues to IT leadership. The position is essential to the overall success of the organization and requires a high level of accountability.

PRIMARY ACCOUNTABILITIES AND RESPONSIBILITIES:

1. Provide technical endpoint support for computers, tablets, mobile devices, printers, and related peripherals.

2. Coordinate with the Network Administrator to deploy, configure, maintain, and replace hardware and software.

3. Manage the deployment of Microsoft and 3rd party software updates and security patches.

4. Administer and support the hosted VoIP telephone system.

5. Maintain and update the bank’s intranet, Bank Web, ensuring information remains current.

6. Serve as backup support for IT staff and assist with troubleshooting and resolving LAN, WAN, and general network-connectivity issues.

7. Deliver professional, courteous, and responsive service when working with employees in person, by telephone, or through other communication channels.

8. Protect the confidentiality and security of bank customers, employees, and organizational information.

9. Communicate technical issues, status updates, resolutions, and potential concerns effectively and promptly to supervisors, managers, employees, and other stakeholders.

10. Document support activities, system changes, configurations, and issue resolutions in accordance with established IT procedures.

11. Escalate significant technical, security, or operational issues to the appropriate IT leadership when necessary.

Requirements

Education

• · AAS in Computer Support Specialization / Tech Support
• · Preferred certifications, CompTIA A+ or CompTIA Security+

Experience

• · 1-3 years of experience providing IT helpdesk support in a business environment, ideally within a financial services or highly regulated environment, including multi-site infrastructure support.
• · Experience supporting Microsoft 365, Windows workstations, Active Directory or Microsoft Entra , printers, mobile devices, and multifactor authentication.
• · Knowledge of user provisioning, access management, endpoint troubleshooting, ticket documentation, and escalation procedures.
• · Experience with endpoint deployment and maintenance, including Windows operating-system imaging, configuration, Microsoft updates, and third-party software patching, is preferred.
• · Experience supporting business telephone or VoIP systems, including user provisioning, device configuration, voicemail administration, call routing, and issue resolution, is preferred.

Other Skills/Characteristics

• · Professional, effective verbal communication skills
• · Ability to deliver “above average” customer service
• · Ability to multi-task and organize priorities
• · Strong problem-solving skills and critical thinking
• · Self-directed and proactive

Performance Measures

• · Provides timely, accurate, and professional resolution of endpoint-support requests.
• · Maintains complete and accurate documentation of support incidents, configurations, system changes, and resolutions.
• · Completes hardware and software deployments accurate and in coordination with the Network Administrator.
• · Deploys Microsoft and third-party software updates and security patches according to…