Technical Support Administrator

4 weeks ago

Augusta, United States Kennebec Savings Bank Full time
Job DescriptionJob DescriptionDescription:

POSITION SUMMARY: This position is responsible for systems and end-user support, administration of the Bank’s Remote Monitoring and Management (RMM) solutions; software deployment; patching and maintenance of the Bank's workstations and business application software; acting as an escalation point for incoming IT Support requests; and for supporting Bank products and services.


KEY RESPONSIBILITIES:


Systems and End-User Support: Act as a technical liaison to assist users in resolving issues related to equipment, applications, and data. Facilitate the exchange of information and provide guidance to implement solutions or engage external providers when necessary. Maintain the Bank’s Helpdesk ticketing system in adherence to established SLAs. Efficiently triage incoming support tickets, escalating complex issues to specialized support teams. Manage technical support calls from end users during peak periods. Act as a primary escalation point for IT Support Technicians, offering expert guidance in complex scenarios. Proactively initiate workflows to optimize and standardize current processes.


Desktop/Workstation Support: Demonstrate comprehensive expertise in supporting the Bank’s workstation operations and their respective operating systems. Install, assemble, and configure computers, monitors, network infrastructure, and peripherals—including printers, scanners, and mobile devices—and associated hardware. Coordinate cable rewiring for new installations and office reconfigurations as needed.


RMM Administration: Serve as the Bank’s Subject Matter Expert for its Remote Monitoring and Management (RMM) solutions, including Microsoft SCCM and other endpoint management applications (Such as ManageEngine Endpoint Central). Develop and maintain SCCM collections for application and OS deployments. Implement a comprehensive software deployment strategy across all Bank workstations. Take ownership and ensure accountability for system maintenance and operations. Document, track, and resolve issues using centralized management solutions. Generate and present deployment reports to IT management as required. Design and oversee training programs for staff on workstation and LAN operations to enhance proficiency and system understanding. Manage hardware and software inventory effectively.


Software Support: Plan, design, research, and procure new or upgraded hardware and software systems. Maintain current knowledge of hardware, software, and network technology, recommending necessary modifications as required.


Patching: Conduct software patching across network operating systems and software utilizing standard business and administrative packages; may customize specific applications for operational departments. Recommend, schedule, and execute network hardware and software patching along with firmware updates. Collaborate closely with the Information Security team to address reported server and workstation vulnerabilities. Coordinate and communicate network maintenance schedules and downtime to users. Adhere to all Bank policies, procedures, and relevant state and federal banking regulations.


Support Bank products/services: Maintain knowledge of current KSB products and services. Actively utilize as many Bank products and services as possible in order to fully understand their features and benefits and to be able to communicate effectively with customers and prospective customers.

Talk to customers and listen for “cues and clues” to determine needs; respond to customer inquiries and evaluate their needs; suggest Bank products/services to customers to meet their needs; make referrals to other Bank personnel as appropriate.


Community/public relations: Actively participate in community organizations and events. Represent the Bank in the community.


Other outside activities: Actively participate in industry trade group meetings and educational programs to remain abreast of current issues and requirements affecting Bank operations and job performance.


Other duties: Demonstrate reliable attendance and punctuality. Work at other Bank branches as needed for customer service, operational, or training purposes. Attend and participate in Bank meetings. Attend internal and external training to improve skills and knowledge relevant to the computer technician position.

Understand and fully comply with Kennebec Savings Bank’s Core Values.

Perform other duties as required.


POSITIONS REPORTING TO THIS POSITION:

· N/A

Requirements:

EDUCATION/EXPERIENCE REQUIRED:

  • Associates degree, with a concentration in computer science and/or equivalent work experience; Bachelor’s degree desirable.
  • Certificates, licenses, registrations recommended: CompTIA A+ and/or CompTIA Network+ Certification, MCP; MCSA, MCSE certification desirable.
  • Two or more years’ experience with Remote Monitoring and Management systems, such as Microsoft SCCM, SolarWinds, NinjaRMM, ManageEngine Endpoint Central, etc.
  • Experience with LAN support, including workstations, workstation security and current Microsoft operating systems.
  • Knowledge of current network hardware, protocols, and Internet standards.
  • Knowledge of Microsoft and 3rd-party patching best practices.


OTHER REQUIREMENTS:

  • Must be a highly motivated self-starter with the ability to work both independently and as a team member.
  • Must demonstrate strong organizational skills, effectively prioritizing tasks and managing workflow
  • Must possess keen attention to detail, capable of managing multiple projects concurrently.
  • Must possess a valid driver’s license, the use of a serviceable automobile that is properly registered and proper liability automobile insurance as required by state law.
  • Must be available for on-call and after-hours support, including project work and maintenance tasks.
  • Must possess strong written communication skills, including proficiency in letter and report writing
  • Must have the ability to articulate ideas clearly and effectively in user-friendly language.
  • Must be able to lift boxes, printers or computer supplies of approximately 40 pounds.
  • Must be able to stand or sit for extended periods of time.
  • Must be able to spend extended periods of time operating a computer keyboard and working at a computer monitor.
  • Must be able use the telephone; must be able to communicate clearly by telephone and in person; must have good listening ability and skills.
  • Must have strong analytical and critical thinking skills.
  • Must have the ability to think through a problem, follow proper steps in finding resolution.
  • Must have a high degree of ethics and maintain confidentiality of customers and accounts.
  • Must be friendly, courteous, and sensitive to the needs of customers and coworkers.

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