IT Support Specialist

Position Summary

Under the general supervision of the VP/Chief Information Officer (CIO), the IT Support Specialist supports the operational activities of the Bank to meet assigned goals and provide for the optimal delivery of customer service in conformance with established Bank policies, procedures, strategies, and regulations.

This position is designed to be the Bank's primary point of intake for routine technology support requests. The IT Support Specialist resolves routine requests independently, documents all work in the Bank's service desk system, and escalates only those matters meeting the standards established for the Department. Daily technical direction is provided by the AVP/Network and Security Manager. The responsibilities of this role include:

• Serves as the Bank's primary point of contact for routine technology support requests received by telephone, email, service desk ticket, or in person, and records every request in the Bank's service desk system, including requests received verbally or in person, before work begins.
• Provides first-level support for workstations, laptops, printers, scanners, telephones, mobile devices, conference room and collaboration technology, and standard business applications, including installation, configuration, and troubleshooting.
• Supports branch and teller line equipment, including receipt printers, check and document scanners, signature pads, and cash handling peripherals, coordinating with the applicable service provider when on-site repair is required.
• Assists and trains Bank personnel in the use of Bank-issued hardware, software, and collaboration tools.
• Communicates status and resolution to users through closure of the request, and documents work sufficiently for another member of the Department to resume it without additional explanation.

• Categorizes, prioritizes, documents, and closes service desk tickets in accordance with established procedures.
• Escalates technical matters exceeding the scope of this position as outlined in the Escalation and Authority Matrix and does not perform work outside the scope of this position unless directed to do so by the CIO.
• Opens, tracks, and follows up on support cases with third-party vendors and service providers, coordinates on-site vendor and technician visits, and keeps the corresponding ticket record current.

• Performs user account creation, modification, and disablement only from an approved request submitted through the service desk, in accordance with Bank procedures.
• Confirms the identity of the requester before performing a password reset or a multifactor authentication re-enrollment and does not perform either action based on an email or chat request alone.
• Completes new hire, transfer, and termination access changes within the timeframe required by Bank procedure and retains evidence of completion.
• Does not modify privileged group membership, security configuration, or the employee's own access rights.

• Prepares, images, and deploys workstations, laptops, and peripherals using the current standard image, and prepares retired equipment for secure disposal or reassignment in accordance with Bank media handling procedures.
• Receives and records mobile device requests and reports of lost or stolen devices and escalates them to the AVP/Network and Security Manager.
• Maintains the Bank's technology asset inventory, including assignment, location, and lifecycle status, and maintains stock levels of standard equipment, supplies, and consumables.

• Performs assigned recurring operational checks, including backup job status, endpoint protection status, and patch deployment status, escalates exceptions, retains evidence of completion for internal review, audit, and examination purposes, and provides documented backup coverage for defined routine operational tasks assigned to the AVP/Network and Security Manager.
• Administers completion tracking, follow-up with non-completers, and reporting for the Bank's security awareness…