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Technology Operations Specialist

2 months ago

Salisbury, Maryland, United States LINKBANK Full time

Overview of Responsibilities:

At LINKBANK, our technology division is innovative and heavily reliant on cloud solutions. As a vital member of our expanding tech team, the Technology Support Analyst will collaborate with LINKBANK employees and external partners to ensure the effective delivery, support, and monitoring of our technological services. The primary objective is to enhance the productivity and efficiency of all staff members. This role encompasses a wide array of Technology Operations and related technologies, working closely with external support engineers, and maintaining clear communication. The Technology Support Analyst will have the chance to gain cross-training with external contractors and serve as the main support contact across the organization. This position is ideal for a proactive, service-oriented individual who possesses a blend of front-line customer support experience (50%), advanced technical skills (30%), and project management abilities (20%), along with the capacity to operate independently.

Key Responsibilities:

  1. Uphold LINKBANK's core values of LIVE, INTEGRITY, NURTURE, and KNOWLEDGE, integrating these principles throughout the organization.
  2. Maintain a positive demeanor and eagerness to learn while delivering exceptional client service to all LINKBANK personnel.
  3. Provide support and troubleshooting for various technology platforms, including virtual desktop hardware and software (e.g., Microsoft Azure, Active Directory, AWS, VmWare, O365, printing, networking, and other banking-related applications). Address inquiries, execute diagnostic procedures, identify issues, and implement solutions or escalate as necessary.
  4. Oversee the Team Dynamix ticketing system for incoming requests/issues, prioritize them, respond promptly, and resolve service challenges and requests. Assist employees with daily technology, hardware, and software concerns.
  5. Install and configure computer hardware, software, systems, networks, printers, and scanners.
  6. Monitor and maintain computer systems and networks.
  7. Deliver technical support throughout the organization, either in person or via phone.
  8. Provision accounts for both existing and new employees.
  9. Repair and replace equipment as required.
  10. Set up and dismantle workstations as necessary.
  11. Create training manuals and procedures regarding best practices.
  12. Manage and monitor internal assets to ensure accurate inventory records.
  13. Perform other duties as assigned.

Qualifications:

Education: Associate's Degree in business or a technology-related field, or equivalent experience.

Skills and Abilities:

  • Proficient understanding of the fundamental operations of relevant software, hardware, and equipment.
  • Experience in troubleshooting, researching, analyzing, and interpreting automated system issues.
  • Strong knowledge and experience in customer service practices.
  • Training and experience in troubleshooting and providing help desk support.
  • Familiarity with Windows 11, Microsoft Azure, Active Directory, AWS, VmWare, O365, and printing.
  • Ability to convey technical information clearly, both verbally and in writing, to a diverse range of end-users.
  • Understanding of network protocols (DNS, DHCP, HTTPS) and basic network troubleshooting.
  • Knowledge of networks, computer troubleshooting, hardware, and portable devices.
  • Capacity to thrive in a fast-paced, dynamic environment.
  • Experience with Jack Henry banking core software is a plus.

Experience: 0-2 years of IT experience.

  • Supported hardware includes:
  • Thin Clients
  • Desktops
  • Laptops
  • Tablets
  • Printers, copiers, and scanners
  • Receipt Printers
  • ID scanners
  • Smart TVs
  • Smartphones
  • Video Conferencing Equipment
  • Desk phones
  • Network equipment

Certifications: CompTIA or Microsoft certifications are advantageous.

Travel Requirements: Willingness to travel as needed.

Physical and Mental Requirements:

  • Ability to communicate instructions and information clearly and accurately.
  • Capability to read and comprehend complex schedules and details for accurate correspondence.
  • Manual dexterity for operating office equipment and computers.
  • Visual acuity necessary for working at a computer terminal.
  • Mobility to coordinate departmental activities and ability to lift up to 50 pounds as needed.
  • Skill in defining problems, collecting data, establishing facts, and drawing valid conclusions.

Work Environment:

This position is based in a professional office setting, utilizing standard office equipment such as computers, printers, phones, and postage meters.