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Information Systems Support Specialist
2 months ago
POSITION: Information Systems Support Specialist
DEPARTMENT: Information Technology
REPORTS TO: Vice President of Information Technology
OVERVIEW: Responsible for executing procedures that ensure controlled interaction with the primary banking system operations. This role encompasses internal user support and detailed methodologies to manage responsibilities related to system inputs, outputs, update processes, report generation, and distribution. Provide technical assistance to customers through various communication channels.
KEY RESPONSIBILITIES
- Act as the primary contact for user support across all systems, addressing user inquiries regarding access to resources and the functionality of various software applications.
- Facilitate internal user password resets for all systems.
- Oversee computer setups and installations, assessing new and existing user requests to determine requirements for PC-based systems and support for banking operations.
- Diagnose and resolve errors or outages through troubleshooting efforts, collaborating with vendors and resources as necessary.
- Complete work orders and ensure all documentation and checklists are accurately maintained.
- Support computer operations, including assistance with the core banking system.
- Manage hardware and software administration, maintaining an inventory of all equipment.
- Conduct routine preventive maintenance and address operational issues while ensuring compliance with internal user agreements.
- Collaborate with approved external vendors to maintain operational equipment, systems, and environments.
- Monitor information security protocols to safeguard the bank's assets.
- Maintain inventory for the IT Department supplies.
- Execute routine backup procedures on various systems as outlined in the IT policy.
- Diagnose and resolve issues related to telephone lines, data lines, and telecommunication equipment.
ONLINE BANKING SUPPORT
- Generate and reset passwords
- Assist with both in-person and online registrations
- Provide support for internet browsers
- Conduct general troubleshooting
- Retrieve account applications
- Assist customers with bill payment processes
- Troubleshoot online payment issues
- Support telephone banking services
- Reset Personal Identification Numbers (PINs)
- Assist with mobile application installations
- Troubleshoot mobile banking challenges
- Monitor support call volumes and types
- Identify and report recurring system issues
- Validate customer authority for information release
- Communicate with vendor support services
- Provide assistance to branch and teller staff as needed
- Be knowledgeable in all inquiry functions
- Facilitate internal user password resets for digital administration systems.
- Diagnose and resolve errors or outages through troubleshooting efforts.
- Support customer chat services
- Assist with remote deposit capture
- Facilitate business online customer access
EDUCATION & EXPERIENCE
Minimum requirement of a high school diploma or equivalent.
LANGUAGE SKILLS
Bilingual skills are advantageous but not mandatory.
SUPERVISORY RESPONSIBILITIES
None
PHYSICAL DEMANDS
Light work: May involve exerting up to 10 pounds of force, or lifting up to 50 pounds occasionally. This role may require significant walking or standing, or primarily sitting while managing arm or leg controls.
SCHEDULE CONSIDERATION
Possible working days/hours include Monday to Friday, 8:00 AM to 5:00 PM, with potential overtime or special after-hours work for system updates and backups as required.
OTHER SKILLS
- Basic mathematics skills, including simple percentage calculations and algebraic solutions.
- Fundamental computer skills, including familiarity with the Windows operating environment and basic Microsoft Office applications.
- Ability to make independent decisions.
- Strong oral, written, and analytical skills.
- Organizational skills are essential.
- Basic understanding of mobile and cellular phone functionality.
