Sr. IT Support Technician

1 month ago

Omaha, United States Security National Bank Full time

Established in 1964 in Omaha, Nebraska, our family-owned financial institution's vision is to be the best in class in meeting the evolving financial needs of our customers. Our extensive history and family-owned legacy give us a deep and genuine understanding of how to serve and treat our customers. We offer a holistic financial approach with solutions for personal, business and wealth in three markets: Iowa, Nebraska and Texas.

As a community bank, we value long-term partnerships built on trust and integrity. As an employer, we take pride in building meaningful relationships and celebrating the unique differences that define each team member; it's what makes us a stronger unit. It's one of the many reasons why creating a strong culture of empowerment, support, and opportunity is an ongoing focus.

JOB SUMMARY

This position is responsible for acting as the single point of contact for end-users to receive support and maintenance within the bank's desktop computing environment; includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance. In addition, this position will troubleshoot problem areas (in person, by phone or via email) in a timely and accurate fashion and provide end-user assistance when required.

ESSENTIAL FUNCTIONS

Tier 2 Helpdesk Support (30%)

  • Provides advanced technical assistance and support
    1. Responds to end-user queries via tickets, phone or in person
    2. Walks users through problem-solving process
    3. Installs, modifies, and repairs computer hardware and software
  • Documents end-user issues and resolutions
  • Supports peripherals (mobile phones, iPads, scanners, printers, copiers, etc.)
  • Assists with software and operation issues related to Virus Protection.
  • Hardware/Software Tracking
    1. Tracks all devices and software licenses on the network.
    2. Removes all unauthorized software and hardware immediately upon detection and report to management.
  • Participates in projects that include networks, servers, personal computers, the internet and communications.
Active Directory Management (30%)
  • Updates and maintains Active Directory with employee status changes
    1. Adds
      emoves users as needed
    2. Assists employees with password lockout\change issues
  • Completes Computer Access Request changes as forms are submitted.
    1. Adds
      emoves employee group memberships
    2. Changes access rights as employees responsibilities change
Phone System Management (15%)
  • Updates and maintains phone system with employee status changes
    1. Adds and removes employees in system as required
    2. Manages Users in the Vonage Dashboard.
  • Provides Tier 1 support for phone system problems
    1. Works with SNB Network Administrators or Phone System vendor for resolution of more intensive phone system issues
Teller Terminals (10%)
  • Performs the installation and maintenance of teller terminal hardware.
  • Installs ITI teller software releases with the Network Manager.
Other Duties as Assigned (15%)
  • Stay abreast of technological advances and new developments.
  • Assist Network Administrators with software and hardware deployments and tracking.
  • Advise management of any unusual problems or transactions.
  • Advise management of ideas for improving operations and eliminating potential problems.
Performs other duties as required and assigned.

KNOWLEDGE, SKILLS AND ABILITIES
  • Advanced knowledge and understanding of Microsoft Operating Systems 10/11.
  • Advanced Knowledge and understanding of Office 365 applications
  • General Knowledge of Virtual Machine Environments.
  • General Knowledge of Cisco switches, routers, and phone systems.
  • Ability to communicate professionally, clearly and concisely with technical and non-technical audiences, both written and verbally, over email, phone or in-person
  • Ability to be detail oriented with strong organizational skills
  • Ability to work with limited supervision, prioritizing multiple projects Skills in providing excellent customer service, follow-through, and ongoing communication to internal customers
  • Strong time management, problem analysis and troubleshooting skills
  • Ability to lift and transport moderately heavy objects, such as computers and peripherals
  • Possesses a valid driver's license and have clean driving record in order to operate a company vehicle
  • Ability to maintain predictable and reliable attendance
  • Ability to complete required company training by assigned due date.
EDUCATION*
  • Minimum of a 2 year College degree in Information Technology or related area required
EXPERIENCE*
  • Minimum of 3-5 years managing personal computer hardware and operating systems required

*Equivalent education and experience will be considered

PHYSICAL REQUIREMENTS

While performing the duties of this job, the employee is regularly required to stand; use hands to handle and feel; reach with hands and arms; and talk or hear. The employee frequently is required to walk. The employee is occasionally required to stoop or kneel. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and depth perception.

NOTE: Employee is required to work onsite for the first 6 months. Hybrid schedule would be considered after this timeframe.

WORKING CONDITIONS

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

AFFIRMATIVE ACTION
Security National Bank provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.

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