Job Description

Overview

This position will provide technical support to Bank employees by diagnosing and resolving hardware, software, network connectivity and end-user technology issues and support the reliable operation of workplace technology

Responsibilities

• Respond to end-user support requests and diagnose and resolve hardware, software, network connectivity and system access issues through the Information Technology (“IT”) service management system and in-person support, as appropriate.
• Install, configure, maintain and troubleshoot end-user computers, peripherals, software and other workplace technology.
• Document support requests, resolutions and recurring issues and escalate incidents to appropriate IT personnel when additional technical expertise or intervention is required.
• Process and maintain documentation related to requests for changes to user access rights and assist with approved access changes in accordance with established procedures.
• Support employee onboarding and offboarding activities, including workstation setup, hardware and software provisioning and system access changes.
• Provide technical guidance and assistance to employees in the use of Bank hardware, software and technology resources.
• Monitor assigned service requests through resolution and provide timely status updates to users, as appropriate.
• Maintain accurate equipment, configuration and support documentation in accordance with established IT procedures.
• Identify recurring technical issues and communicate trends and opportunities to improve service and system reliability to appropriate IT staff.

Qualifications

• Bachelor’s degree in information technology, computer science or a related field preferred.
• Minimum of 1 year of experience in a help desk, service desk or technical support function troubleshooting end-user workstations, hardware and software.
• CompTIA A+ certification preferred.
• Experience troubleshooting Windows operating systems and hardware and software compatibility issues required.
• ServiceNow experience preferred.
• PowerShell scripting experience preferred.
• Proficiency with Microsoft Office Suite applications required.
• Excellent written and verbal communication skills with the ability to communicate technical information clearly to employees at varying levels of technical proficiency.
• Excellent analytical and problem-solving skills.
• Strong customer service skills.

WORKING CONDITIONS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Regular attendance and punctuality are essential functions of every job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential functions.

Perform routine office activities including typing, reading, computer work, filing, copying and telephone use. The position may require standing, stooping, kneeling, crouching and lifting. The position requires the ability to occasionally lift and/or move up to 50 pounds.

The position requires flexibility and willingness to occasionally travel to other Bank locations and branches, generally during normal business hours, with occasional evening and Saturday work.

The successful candidate will be required to prove on the first day of work that they are legally authorized to work in the U.S. The Bank will not sponsor a candidate for a visa or for work authorization.

COMPENSATION: $55,000 TO $75,000