Job Description
* Provide senior-level technical support across corporate and branch locations for First Community Services and its supported organizations
* Serve as a technical escalation point for IT Support Technicians
* Proactively identify recurring incidents and inefficiencies and take initiative to implement lasting solutions through process improvements, automation, or documentation.
* Manage assigned incidents in ServiceNow across a range of hardware and software break/fix issues
* Analyze technology in assigned locations for proper functionality and decision needs and upgrades
* Purchase equipment within assigned level of authority
* Manage assigned projects including lifecycle management of PCs, peripherals, and other infrastructure, new branch installations, and software rollouts such as Windows feature updates or application deployments/updates
* Independently lead and successfully complete location installations
* Identify, diagnose, and replace components such as RAM, storage drives, and UPS batteries
* Provide endpoint management using Remote Management & Monitoring (RMM) tools such as MECM, NinjaOne, or similar
* Travel within the assigned region for on-site troubleshooting and hardware installation
* Act as remote hands for other First Community Services departments including physical inspection of ATMs, network equipment replacement, and inspection and troubleshooting of alarm systems
* Participate in the on-call rotation and Disaster Recovery activities
* Travel up to 75% for certain regions
* Regular and predictable attendance and punctuality
* Other duties as assigned.
Position level is dependent upon experience and tenure
Physical Requirements:
* Must be able to position self in tight spaces and perform overhead and under desk work
* Occasional use of a ladder required
* Ability to lift and carry up to 75 pounds
FNBT is an equal opportunity employer.
Qualifications
* At least 18 years of age
* High school diploma or equivalent
* Associate degree in computer science or PC-related field preferred; equivalent experience accepted
* Industry certification preferred: CompTIA A+, Network+, or equivalent
* 2+ years of Desktop Support or related experience
* Experience managing incidents through a ticketing system (ServiceNow or equivalent)
* Prior experience in a multi-site or distributed IT environment a plus
* Prior experience mentoring or providing technical guidance to junior technicians a plus
* Microsoft Windows operating systems, including the ability to run and interpret commands such as ping, ipconfig, net use, gpresult, and gpupdate experience
* Experience within Windows file and folder permissions including network and administrative shares
* Microsoft Management Console and key snap-ins: Event Viewer, Disk Management, Device Manager, Certificate Manager, Print Manager, Group Policy Editor, and Active Directory
* Ability to enabling, suspend, and recover BitLocker encrypted drives and managing recovery keys
* Experience navigating and making targeted edits in the Windows Registry
* Network cabling practices including termination, keystone punchdowns, tracing, and toning
* IP addressing, subnet masks, DHCP, DNS, and VPN functionality
* Expert knowledge of LAN/WAN concepts, VLANs, and network architecture
* OS imaging and deployment using MECM or similar tools
* Must possess a valid driver s license, current auto insurance, and have reliable personal transportation
* Must successfully pass background investigation according to company policy
* Must be able to get along with co-workers and work effectively in a team environment
