IT Site Support Engineer

Duties and Responsibilities

• Provide responsive, timely support to all end-user questions and support requests.
• Answer the support help line, resolve the problem, document in the Service Desk Tool and ensure follow-through if the call is passed to another person.
• Set end-user expectations for resolution time and communicate changes in status as necessary.
• Work closely with other IT staff to insure clear communication on outstanding issues and user problems.
• Work as a team to distribute outstanding support problems and/or requests to even workload, establish priorities, and meet deadlines.
• Desktop support for all FirstBank standard applications including but not limited to Microsoft Windows, Office, mobile devices, and associated applications, Antivirus, MS Outlook, and other communication applications.
• Work directly with Network and/or Application group to resolve difficult problems including LAN, WAN, and special application issues.
• Perform installation, configuration and upgrades of desktop hardware and software as determined by IT and FirstBank established procedures.
• Responsible for adhering to FirstBank established security procedures.
• Assists with hardware inventory to make sure it is up-to-date and accurate, maintaining proper inventory levels for new hires, replacement of frequently needed parts and redundancy factors and communicating low inventory levels.
• Aids in the maintenance of documentation of IT procedures, system configuration standards, maintenance, and upgrades.
• Basic administration of Microsoft Active Directory, Exchange and Windows environment.
• Identify potential problems (out of disk space, virus found), report to the Network group for resolution.
• Provide exceptional customer service to all FirstBank associates and partners.

Qualifications

• Minimum Associate Degree in IT, or equivalent work experience.
• Intermediate to Advanced knowledge of hardware troubleshooting and repair skills.
• Strong background in Microsoft, Cisco, ShoreTel, or other technologies desirable.
• ITIL Foundations, A+, MCSA/MCSE, CCT/CCNA or other certifications desirable.