IT Support Technician

Responsibilities

• Receive and respond to incoming calls and e-mails regarding desktop problems via the company’s Help Desk.
• Serve as the primary contact for the Bank’s internal Help Desk.
• Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users.
• Recommend and implement corrective solutions for all bank-owned computer equipment.
• Respond to move, add, and change (MAC) requests as they are submitted and approved, including scheduling and completion.
• Configure, deploy, maintain, troubleshoot, and support computer workstations, laptops, printers, mobile devices, phones, and other computer and telecommunications equipment.
• Install and support PC, laptop, tablet, and mobile hardware and software.
• Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
• Provide periodic reports to management.
• Assess the need for and implement performance upgrades to computers, including the installation of CPUs, I/O and NIC cards, hard disks, ribbon cables, hard drives, RAM, CD-ROMs, and more.
• Coordinate with the Network Administrator to ensure all workstations are up to date with current system and security patches.
• Maintain an inventory of all computer assets and telecommunications equipment for the bank using an asset inventory database.
• Participate in hardware and software reviews and recommend purchases.
• Collaborate with the Network Administrator to ensure efficient operation of the Bank’s desktop computing environment.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.
• Work with the internal Application Support team to troubleshoot the Bank’s application issues as they relate to the end-user and desktop computing.
• Interface with all computer hardware and software vendors as needed to ensure smooth and efficient operation.
• Support end users with network and application password resets.
• Assume additional responsibilities as requested.
• Be on call when the bank is open to help resolve problems with all computer-related equipment.
• Visit branch offices as needed, which may include off-normal working hours.

Requirements

• Bachelor’s degree in Computer Science or equivalent.
• 3–5 years of prior Help Desk or Desktop Support-related experience.
• Certifications from CompTIA, MCDST, or HDI are a plus.
• Knowledge of Microsoft’s Active Directory and Domains.
• Fundamental knowledge of IP Telephony to assist with phone system moves/adds/changes.
• Working knowledge of LANs and WANs.
• Ability to create operating system images.
• Previous financial services industry experience is a plus.
• High level of analytical ability with the skill to work independently and in group settings.
• Strong interpersonal skills and the ability to interact professionally and courteously with all levels of the organization.

Working Conditions

General office environment.

• Ability to lift and carry a wide variety of electronic equipment up to 75 pounds.
• Regularly required to sit, talk, or hear; bend, stoop, kneel, crouch, or crawl.
• Required to stand, walk, and reach with hands and arms.
• Ability to work at a PC for extended periods of time.

Equipment used includes general office/bank equipment, testing equipment (e.g., cable and continuity testers), computer equipment (e.g., workstations, servers, mobile devices), and uninterrupted power supplies (UPS).