FUNCTION:
Responds to requests for computer assistance from all internal bank clients. Identifies problems, troubleshoots, and provides solutions to assist PC clients. As training and skill levels progress, assists with AS/400 operations and administration. Assists in ensuring that the Bank is in compliance with local, state and federal regulations.
ACCOUNTABILITIES:
Desktop Support:
- Performs routine diagnostics and preventative maintenance on-site for computer information systems and related equipment
- Installs and configures microcomputer hardware, software, and peripherals
- Installs PC hardware and software and provides assistance to users with varying technical abilities
- Maintains and develops a basic level of knowledge of Bank software and its capabilities
Hardware Support:
- Performs routine diagnostics and preventative maintenance on-site for Multi-function devices
- Installs and configures x86 hardware, to include drives on servers
- Interact with vendors for support issues both on-site and remote
Customer Service:
- Responds to telephone calls and email requests for technical support
- Tracks and monitors problems to ensure timely resolution
- Escalates problems as appropriate
- Provides assistance and training on desktop applications
Documentation:
- Assists in maintaining inventory of IT assets installed and removed within the Bank
- Maintains accurate written records of work performed using the Bank’s ticketing system
- Documents installation and trouble shooting procedures for new and existing Bank software
Compliance and Control:
- Assists in ensuring that the Bank is in compliance with local, state and federal regulations
- Assists in ensuring that the Bank uses best practices for information systems
General:
- Interacts harmoniously and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork
- Conforms to acceptable punctuality/attendance standards as expressed in the Employee Handbook
- Performs additional duties as requested
Competencies:
- Adaptability/Flexibility – Adapts to change, is open to new ideas, takes on new challenges, handles pressure, adjusts plans to meet changing needs
- Initiative – Takes independent action, operates as a pro-active self starter, acts on opportunities, practices self development
- Integrity/Ethics – Deals with others in a straightforward, honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys news good or bad
- Interpersonal Skills – Has good listening skills,
- Vision/Values – Supports company mission/values through daily actions and decisions, communicates the Bank’s vision, mission and values to others, incorporates vision when planning
Knowledge/Skills/Experience Requirements:
- High school diploma or equivalent
- College, business, banking, or professional training helpful
- 1 – 2 years IT related experience
- Knowledge of IBM AS/400 iSeries a plus, but NOT required. The Bank will provide training for the right candidate
- Proficiency with Microsoft products such as Windows XP and Microsoft Office
- Working knowledge of personal computers and all common peripherals including monitors, printers, modems, and other connection, communication, and storage devices
- Professional telephone skills
- Excellent customer service skills
Physical Demands/Conditions Requirements:
- General office environment
- Moderate lifting (to 35 lbs.) required. Moderate reaching, walking, sitting and standing required
Equipment Used:
External and internal applications, as well as position incumbents who become disabled, must be able to perform the essential functions either unaided or with the assistance of a reasonable accommodation to be determined by management on an individual basis.
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