Position Summary
Troubleshoot and resolve issues received via Help Desk phone line or Remedy Force electronic ticketing system; install operating system software, patches and upgrades; escalate system hardware, software and networking issues as needed; maintain data files and monitor system configuration; perform system backups and recovery.
Qualifications
High school diploma or equivalent; Information Technology (IT) training and certification preferred.
Minimum one (1) year of experience installing, maintaining and supporting IT systems.
Strong problem solving, analytical, verbal and written communication, interpersonal relations and multi-tasking skills; strong technical knowledge and skills of systems hardware and software accompanied with knowledge of commonly used IT concepts, practices and procedures; valid driver’s license.
Essential Duties
Interpret, troubleshoot and resolve user problems received via Help Desk phone line or Remedy Force electronic ticketing system; escalate reported system hardware, software and networking issues as needed; add users to a network; assign and update security permissions.
Install, maintain and troubleshoot workstations, servers, operating systems (OSs), software applications and other computing systems; update systems upon release of new OSs or software; install patches; resolve software related problems; perform system backups and recovery.
Maintain network and computer system security ensuring systems are operating correctly; monitor network communication; maintain data files; monitor system configuration to ensure data integrity.
Coordinate specific work tasks with personnel from applicable departments to ensure the smooth and efficient flow of information; report pertinent information to immediate supervisor; compile information as necessary or directed and provide data to appropriate Bank personnel; respond to inquiries relating to the particular area and requests from customers, other Bank personnel, etc., within given time frames and established policy.
Attend regularly scheduled coaching and counseling sessions held by supervisor to achieve the outcome of improved communication, action plan development, positive feedback and performance improvement.
Abide by the current laws and organizational policies and procedures designed and implemented to promote an environment that is free of sexual harassment and other forms of illegal discriminatory behavior in the work place; support risk management practices and overall safety and soundness and the Bank’s compliance with all regulatory requirements. Ensure that the department and all personnel adhere to the same; perform tasks that are supportive in nature to the essential functions of the job which may be altered or redesigned depending on individual circumstances.
Regular and predictable attendance; perform other duties as assigned or directed.
