Job Description

Job Location Bank First Manitowoc - Manitowoc, WI 54220

**$1,000 Sign On Bonus**

Bank First was recently named to the Top 100 Banks to work for in the Country! Come see why!

This is a unique position with the opportunity to support both our office team members and remote operations team members. This position will be part of the Information Technology team and assist in first level helpdesk support; IT related projects and software deployments. The ideal candidate would thrive in a fast-paced setting and enjoy the variety of workload that this position would offer. They would be proactive and customer service focused with the ability to assist the Information Technology Officer and other members of the IT team in implementation and maintenance of all IT related functions for the company. This position provides technical assistance, support, and advice to a sizable group of users, troubleshoots, and interprets problems for hardware, software, and systems. This position will be required to travel to various branches throughout our footprint.

Responsibilities:

• Provide 1st and 2nd level support per request via phone and email from various constituencies – break/fix for internal and remote users
• Creating and onboarding new users throughout the organization
• Translate user needs into technical solutions
• IT Help Desk Support for all IT Systems throughout the organization
• Create, track, and manage all IT tickets through ticketing system
• Travel to various Bank First locations throughout Wisconsin to provide onsite assistance when needed
• Participation in on-call during the weeknights and weekends to support mobile user base
• Work with other IT team members and 3rd party partners to solve problems enabling information technology to meet the needs of the organization
• Create technical documentation for both end-users and 3rd party partners
• Work with other departments within Bank First to understand processes and needs to provide automated solutions that improve efficiency or enhance employee and customer satisfaction.
• Contribution to the maintenance of systems standards
• Daily system monitoring and proactive maintenance of end-user equipment and peripherals
• Respond and troubleshoot system issues and outages
• System security, including adherence to documented processes and procedures and compliance auditing
• Troubleshoots and interprets problems and provides technical support for hardware, software, and systems. Hardware includes PCs, printers, mobile devices, and VOIP phones.
• Install application upgrades when necessary
• Provides guidance and training to end users in all our offices.
• Onboarding users in various systems and applications

Physical Demands:

• 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. Reasonable accommodations may be made to enable individual with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to use hands to handle, or feel objects, tools, or controls. The employee is occasionally required to lift up to 50 pounds, reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl.

#INDBF

Qualifications

Competencies:

• Honesty, Integrity and Ethics - to act in a fair and just manner, free from deception; ethics is the ability to be guided by the company’s accepted principles of moral conduct
• Accountability – the extent to which an individual is willing to accept responsibility
• Adaptability – the extent to which an individual can fit into a changing working environment.
• Decision Making – the ability to select an effective course of action while controlling resources and expenditures
• Interpersonal / Customer Oriented – the ability to develop and maintain relationships with others. The desire to serve both external and internal clients by focusing effort on meeting the client’s needs, understanding their concerns and seeking to build trust

Qualifications:

• 3-5 years of Help Desk experience preferred
• Banking experience preferred
• Associates Degree in information technology, computer science, or related field. Bachelor’s degree preferred
• Proven experience in a service desk role that interacts with both internal and external users
• Ability to collaborate with team members through various communication methods
• Should have a broad knowledge and experience with various information systems and technologies
• Terminal server or Citrix experience a plus
• Prior administration of Active Directory and Group Policy a plus
• Excellent verbal and written communication
• Must be able to think logically with strong problem solving, analytical, and good interpersonal skills
• Must be able to deal with a multiple number of tasks simultaneously and prioritize
• Must have the ability to concentrate and pay close attention to detail
• Must be able to communicate effectively with end users as well as users or other staff who may have little or no technical computer background.

This job description does not constitute an exhaustive list of responsibilities and management may revise at any time