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IT Support Specialist
2 months ago
POSITION SUMMARY: This role is essential for providing technical assistance and administration of the Bank's Remote Monitoring and Management (RMM) solutions. Responsibilities include software deployment, maintenance of workstations, and acting as a key escalation point for IT support inquiries.
KEY RESPONSIBILITIES:
Technical Support: Serve as a primary contact for users experiencing issues with equipment, applications, and data. Facilitate effective communication to implement solutions or engage external resources when necessary. Maintain the Helpdesk ticketing system, ensuring compliance with established service level agreements (SLAs). Efficiently manage incoming support requests, escalating complex cases to specialized teams as needed.
Workstation Management: Exhibit proficiency in supporting workstation operations and their respective operating systems. Responsibilities include installing, configuring, and assembling computers, monitors, and peripherals such as printers and scanners. Coordinate network infrastructure adjustments for new setups and office reconfigurations.
RMM Solutions Administration: Act as the Subject Matter Expert for the Bank's RMM solutions, including Microsoft SCCM and other endpoint management tools. Develop and maintain collections for application and operating system deployments. Ensure accountability for system maintenance and operations, documenting and resolving issues through centralized management solutions.
Software Management: Plan and procure new or upgraded hardware and software systems while staying informed about current technology trends. Recommend necessary modifications to enhance operational efficiency.
Patch Management: Execute software patching across network operating systems and applications, customizing as necessary for specific departments. Collaborate with the Information Security team to address vulnerabilities and communicate maintenance schedules to users.
Product and Service Support: Maintain a thorough understanding of current Bank products and services to effectively communicate their features and benefits to customers. Engage with customers to assess their needs and recommend appropriate solutions.
Community Engagement: Participate actively in community organizations and events, representing the Bank positively.
Professional Development: Attend industry meetings and educational programs to stay updated on trends affecting operations and job performance.
Other Duties: Demonstrate reliable attendance and punctuality. Participate in Bank meetings and training sessions to enhance skills relevant to the position.
EDUCATION/EXPERIENCE REQUIRED:
- Associate's degree in computer science or equivalent experience; Bachelor's degree preferred.
- Certifications such as CompTIA A+, Network+, MCP, MCSA, or MCSE are advantageous.
- Two or more years of experience with RMM systems, including Microsoft SCCM and similar tools.
- Experience with LAN support and current Microsoft operating systems.
- Knowledge of network hardware, protocols, and Internet standards.
- Familiarity with patching best practices for Microsoft and third-party applications.
OTHER REQUIREMENTS:
- Must be a motivated self-starter, capable of working independently and collaboratively.
- Strong organizational skills and the ability to prioritize tasks effectively.
- Attention to detail and the ability to manage multiple projects simultaneously.
- Valid driver's license and reliable transportation.
- Availability for on-call and after-hours support as needed.
- Strong written communication skills and the ability to articulate ideas clearly.
- Physical ability to lift equipment and work at a computer for extended periods.
- Strong analytical and critical thinking skills.
- High ethical standards and the ability to maintain confidentiality.
- Friendly and courteous demeanor towards customers and colleagues.
