Technology Services Specialist

3 weeks ago

Allentown, United States ESSA Bank and Trust Full time
*Technology Services Specialist*

ESSA Bank & Trust has an immediate opening for an experienced Technology Services Specialist in the Allentown, PA. Other available work locations include Stroudsburg and outer Philadelphia areas.

The Technology Services Specialist’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

This role provides technical support to computer users, setting up new employees for system access, configuring new and maintaining existing computers. Must be able to help non-technical people understand and use equipment and software and have good interpersonal skills. Assist network engineers with establishing new network connections and troubleshooting network connectivity and connectivity to peripherals. Work with vendors to resolve software and hardware issues. The helpdesk technician must be capable of working effectively with all staff to keep their systems fully operational, which leads to great internal and external customer service and personal satisfaction.

This role will also involve working with system engineers and administrators who are responsible for non-network centric equipment and the successful candidate will be expected to learn about this equipment, so this position can assist and handle basic issues that arise with non-network centric equipment.

*EXAMPLES OF DUTIES: *

Your work will include, but not be limited to:
* Field incoming help requests from end users via both telephone and e-mail in a courteous and professional manner
* Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
* Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced staff
* Utilize a help desk database application to record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
* Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
* Identify and learn appropriate software and hardware used and supported by the organization.
* Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
* Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
* Test fixes to ensure problem has been adequately resolved
* Perform post-resolution follow-ups to help requests
* Evaluate documented resolutions and analyze trends for ways to prevent future problems
* Orients new computer users on the proper use of computer applications and network resources.
* Handle matters in a confidential manner when required
* Provide asset management for all computer equipment & periodically inventory computer equipment throughout the organization
* Prepare, deploy and or decommission workstations
* Assist in miscellaneous functions as requested by the IT Manager
* Participate in rotating after hours/weekend on-call support
* Develops training materials, manuals, technical bulletins, online help documents and other user and documentation aids.
* Occasionally conducts formal and informal training for users.
* Cooperates with, participates in, and supports the adherence to all internal policies, procedures, and practices in support of risk management and overall safety and soundness.

_The Position Purpose and Description of Duties sections summarized above provide a representative listing only and should not be regarded as a complete statement of tasks performed by this position. It should be recognized that employees may be asked to perform job related duties in addition to those outlined above._

*REQUIREMENTS:*
* Intermediate analytical and problem-solving skills such as use of remote tool to troubleshoot complex incidents and assist users
* Intermediate printer support: Connecting network printers for users and disabling and enabling printers
* Organizational and time management skills
* Gathering, analyzing, reviewing, categorizing, and overseeing ticket assignments for technical support, insuring referral to appropriate level of services
* Diplomacy in dealing with conflict resolution
* Ability to travel between company sites on occasion to perform work using your own vehicle
* PC proficiency, Microsoft Office (Word, Excel, Access, Outlook, etc.)
* Strong interpersonal skills and ability to communication and collaborate both business and IT customers
* Advanced troubleshooting skills
* Act as a liaison between customers and internal support staff to assure accurate problem interpretation
* Maintain communications with users during the problem resolution process
* Demonstrated ability to manage multiple priorities and follow through on customer incidents before closing out the incident
* Excellent verbal, written communication, and customer service skills
* Adding, modifying, and troubleshooting users in Active Directory, including the correct group assignment
* Contact vendor regarding hardware issues

*Education and experience:*
* Completion of a 2-year technical degree or higher in field of computer science from a recognized technical institution or accredited 4-year institution and two (2) years equivalent work experience preferred.
* In lieu of the 2-year or 4-year diploma, three (3) years equivalent work experience.
* Hands-on hardware and software troubleshooting. Able to conduct research into desktop and network issues and products as required.
* A+, Network+, Project+ Certifications Preferred.

*Benefits:*

We offer a competitive pay structure and comprehensive benefits package that includes:
* Medical
* Dental
* Vision
* 401k with Company Match
* Life Insurance

*Equal Opportunity Employer–minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity*

Job Type: Full-time

Benefits:
* 401(k) matching
* Dental insurance
* Health insurance
* Life insurance
* Paid time off
* Vision insurance

Education:
* Bachelor's (Preferred)

Experience:
* Technical Support: 3 years (Required)
* A+, Network+ and Project +: 3 years (Preferred)

Ability to Commute:
* Allentown, PA 18101 (Required)

Work Location: In person

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