IT Support Specialist I
Department/Location: Information Technology / Elma Data Center
Employee Reports to: Help Desk Supervisor
FLSA: Hourly; Non-Exempt position
Status: Full-Time 80 Hours
Rate of Pay: $20.88 to $30.71 an hour
Summary/Objective: Timberland Bank is seeking a tech savvy IT professional to provide first level technical assistance to computer system users. This position would answer questions and resolve computer problems for users in person, via telephone or remote location. May provide assistance concerning computer hardware and software, including but not limited to mobile devices, printing, email, operating systems, word processing and scanning.
Essential Job Functions:
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Provide first level help desk services to ensure network services and application availability to end-users
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Document all calls and emails into ticketing system
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Track, route and properly escalate unresolved inquiries to the next level of support
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Resolve incidents with printers, copiers, scanners and ancillary equipment
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Mobile device support
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Maintain, diagnose, service and repair computer hardware, related peripherals and software
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Assist with creation, modification, and removal of user access in the core financial software and ancillary products
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Install and configure user workstations, phones, network devices and other IT related equipment
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Effectively present information and respond to questions from managers and end users
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Translate technical language through written and oral communications into information understandable by the end user
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Assist IT asset maintenance / Daily IT asset database maintenance
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Assist Patch Management (windows updates, banking system updates, other software)
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Daily banking and network system event log review
Requirements:
- High School diploma or equivalent.
- IT network related certificates (A+, Net+ or etc.) desired.
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Less than 1 year previous customer service experience
- Knowledge or experience with Active Directory, Microsoft Office products, Windows Desktop, Virus scans and removal, VPN, LAN/WAN and Firewall.
Knowledge, Skills & Abilities:
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Excellent business communication skills to effectively document results, instructions, and recommendations, with demonstrated ability to effectively communicate basic technical information verbally and in writing to non-technical personnel
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Ability to read, write, speak, and understand English well.
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Ability to learn and obtain skills for Windows based Network / Domain administration
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Working knowledge of various basic troubleshooting tools and techniques
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Ability to identify and resolve basic computer system malfunctions and operations problems in a timely, accurate and effective manner; with the ability to reason and analyze logical steps
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Knowledge of computer network security systems, procedures, techniques and applications
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Strong organizational, time management, and follow up skills, demonstrating a strong sense of urgency and ability to execute quickly, timely and efficiently, ensuring that priorities are set and commitments and deadlines are met at the direction of supervisors
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Demonstrated problem-solving skills with a high level of initiative and attention to detail and strong focus on accuracy.
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Ability to work independently while understanding the necessity for communicating and coordinating work efforts with other employees and departments.
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Unquestionable integrity in handling sensitive and confidential information required.
- Flexible with and accepting of change in a fast paced sometimes unstructured environment
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Proficient use of MS Office products (Word, Excel, Outlook), and retrieval of data, with the ability to adapt to, support and learn new technologies quickly.
Physical Demands: To successfully perform the essential duties of this position, an individual must be able to meet the physical demands listed below. While some absences may be protected by federal, state and/or local laws, regular attendance is an essential function of the job. Reasonable accommodations may be made to assist individuals with disabilities to perform essential job functions.
Work Environment: The duties of the job are performed on premises and in an office setting.
What We Offer: Based on eligibility, Timberland Bank offers a comprehensive benefits package including medical, dental, vision, 401k, vacation/paid sick leave and other great benefits with employee only. Timberland Bank is a family-friendly employer. Our employees enjoy competitive compensation and an excellent benefits package including:
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Medical, Vision and Dental Insurance
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Paid vacation and holidays
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Paid Birthday Day Off
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Two pay periods per month
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Paid sick leave
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401k and employee stock ownership plans
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Paid training and advancement opportunities
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Numerous employee only banking benefits
Disclaimer: This job description is intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed, as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
