POSITION SUMMARY:
The position of Information Technology Specialist is involved in support of all bank systems and applications. The IT Specialist is responsible for providing general and technical support assistance to users of the Bank’s local, wide, wireless, Internet, and Intranet networks, telephone and Voice Over IP (VoIP) systems, and all related software programs and networks. Ensures the Bank's systems are operating in a secure and stable manner as directed.
DUTIES & RESPONSIBILITIES:
- Provides in person and telephone support to Bank personnel with respect to the Bank’s local, wide, wireless, Internet, and Intranet networks, telephone and Voice Over IP (VoIP) systems, and all related software programs; answers questions of a general nature; provides step-by-step technical instruction and support; trouble-shoots and resolves problems in accordance with established service levels.
- Performs routine system or user administrative tasks, such as system specification changes or the addition, change, or deletion of employees on the Bank’s various systems and networks; ensures necessary documentation is attained and properly authorized for such requests; originates and maintains system and user files.
- Participate as a member of the Bank’s incident response team in the event of a technology emergency or breach in confidential information.
- Monitors network activity, tracks trends, usage, stability, etc.
- Works with vendors and various outside professional information technology organizations in the maintenance of network equipment, software and accessories.
- Assists in analyzing and deploying hardware and software updates and other patch management directives.
- Responds to inquiries and refers issues to the appropriate department or person and exhibits the necessary follow-through with customers and/or staff involved.
- Contribute to the Information Security Program by assisting with items such as IT asset risk assessment processes, business continuity analysis and testing, and data flow documentation, etc.
- Diligent and proactive with cyber security practices.
- Maintains basic knowledge and awareness of financial industry technical status and trends.
KNOWLEDGE, SKILLS AND ABILITIES:
- Excellent interpersonal and customer service skills, attentiveness, information retention, honesty, integrity, stress tolerance, tact and diplomacy in dealing with both customers and employees.
- Strong attention to detail and organizational skills to provide high-level and accuracy on transactions and audits.
- Proven success in customer service and in the development of strong customer relationships.
- Basic knowledge of all types of banking services, including lending.
- The ability to teach others how to efficiently use technology/software including computer terminal, internet, Microsoft Office 365, Teams, OneDrive, SharePoint, mobile applications, telephone, Multifunction printer/copier/scanning devices and other office machines.
- Ability to work in a fast-paced environment and under pressure.
- Self-starter, ability to work independently.
EDUCATION & EXPERIENCE:
- Associate’s degree (AA) or equivalent degree in Information Technologies or 2 years related experience and/or training. Work related experience should consist of a technical background in information resources, products or services. Educational experience, through in-house training sessions, vendor certifications, formal school or technical industry related curriculum will be considered.
- Basic experience, knowledge and training in information technology department operations.
- Basic skills in information technology operations, voice and data communications, troubleshooting techniques, user and software support, including but not limited to, host and desktop applications, and network administrative programs and resources.
- The ideal candidate should have experience with the following, Microsoft Windows 11, Dell Servers, 2008/2012, MS Office 365 products, Active Directory, Cisco L2/L3 switches, Cisco routers, Cisco wireless AP’s, VMware, backup processes and SAN storage devices, printers, Voice and Data VLANS, Cisco Firewall, VoIP technology, Apple IOS, Android IOS
- Experience with FIS banking applications a plus.
- Effective verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions and read, analyze and interpret documents and professional journals, understand procedures, write and review reports, correspondence and procedures, speak clearly to other employees.
- Ability to deal with routine technical problems involving multiple facets, variables and situations where only limited standardization exists.
- Good organizational and time management skills.
- Ability to work with minimal supervision while performing duties.
- Current driver’s license and a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties and responsibilities.
*This job description is not intended to cover or contain a comprehensive listing of activities, duties, or responsibilities required of employees in this position. Further, this job description should not be considered an employment contract. All employment is employment-at-will. We reserve the right to modify job duties or descriptions at any time.
