System Support Specialist

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Job Type

Full-time

Description

The System Support Specialists I and II play a critical role in delivering frontline technical support to employees across the organization. This position is responsible for diagnosing and resolving a wide range of hardware, software, and system issues, ensuring minimal disruption to daily operations. The specialist also supports the full lifecycle management of branch equipment-including deployment, maintenance, upgrades, and decommissioning.

In addition, the System Support Specialist is responsible for onboarding new employees by setting up user accounts and deploying PCs, laptops, and other hardware as needed. They also create and maintain both internal documentation and employee-facing support materials to promote consistency and knowledge sharing across the team. This role requires strong communication skills, a collaborative mindset, and a commitment to delivering exceptional service to internal teams.

• Serve as the first point of contact for technical support, assisting employees, contractors, consultants, board members, and other stakeholders.
• Troubleshoot connectivity issues, including internet access and VPN configuration.
• Provide hands-on support for hardware such as laptops, desktops, printers, mobile devices and peripheral devices.
• Configure and image new computers; prepare and deploy replacement hardware as needed.
• Relocate workstations and perform system migrations during office moves or reconfigurations.
• Conduct basic hardware repairs and coordinate with vendors for warranty service and part replacements.
• Maintain and update SharePoint site, ensuring content is current and all shared resources are accessible.
• Manage user access by administering account creation, changes, and deactivation across various systems, with a focus on data security and compliance.

• Serve as an IT representative on cross-functional projects, providing technical insight, identifying system requirements, and ensuring alignment between technology solutions and business objectives.
• Collaborate with project managers, business units, and external partners to support planning, implementation, and successful delivery of technology initiatives.
• Assist in evaluating project impacts on existing systems and workflows, contributing to risk assessments, testing, and post-implementation support.

• Proactively gather relevant information and apply analytical thinking, creative problem-solving, and established procedures to resolve system, application, and hardware issues-aiming for first-contact resolution whenever possible.
• Maintain clear and consistent communication with employees regarding the status of open support requests, ensuring transparency and timely updates.
• Accurately log, prioritize, and manage support tickets within the Service Desk platform, ensuring all requests are addressed and resolved in accordance with defined service level agreements (SLAs).

• Create and maintain Knowledge Base articles, including self-service resources for employees and detailed documentation of internal procedures and resolutions for recurring issues.
• Identify repetitive tasks, inefficiencies, and opportunities for automation; recommend and support the implementation of process improvements to enhance team performance and service delivery.

• Facilitate employee onboarding by setting up new employees with the necessary equipment, system access, and introductory technical training.
• Provide ongoing technical training and support to employees as needed, helping them navigate tools, systems, and best practices to enhance productivity.

• Attend regularly scheduled team and department meetings to discuss outstanding issues and recent resolutions
• Participate in group Teams channels to support colleagues

• Escalate complex or unresolved technical issues to senior team members, the IT Engineering team, or appropriate subject matter experts to ensure timely and effective resolution.
• Coordinate with third-party vendors to manage and support external applications and hardware, ensuring service quality and issue resolution.
• Assist in Fiserv-related support issues for Cleartouch Banking core.

• Play an active role in annual technology refresh initiatives by identifying outdated equipment, coordinating replacements, and scheduling deployments with employees to minimize disruption.
• Support departmental operations by assisting with administrative tasks such as invoice processing and providing backup coverage for team members as needed to meet business demands.

• Complies with all applicable banking laws and regulations, including, but not limited to the Bank Secrecy Act, USA Patriot Act, and related anti-money laundering statutes, and federal consumer…