IT Support Specialist

Job Title

Responsible for addressing and responding to help desk tickets to provide technical support for software applications, servers, desktops, laptops, tablets, mobile devices, printers, peripherals, telephone and AV equipment throughout the enterprise. Responsible for supporting all functions and operations related to banking and insurance agency automation systems. Other duties include hardware and software purchasing, billing management and invoice processing, systems administration, user account access form management, project research, analysis, documentation, reporting, cross-training and other tasks as assigned.

Minimum Qualification Requirements

Associate degree from an accredited college with preference toward Computer Science or Information Systems majors or equivalent certification. A+, Net +, Security + or equivalent experience. Experience in network administration, hardware and software maintenance and LAN/WAN support preferred. 1-2 years technical experience installing, configuring, patching, upgrading and troubleshooting hardware, peripherals, operating systems and software applications, including system administration for the following:

• Windows 10/11
• Office 365 Applications
• Windows Server
• Active Directory
• O365 Exchange
• O365 Administration
• Print Server
• VMware vSphere management
• Basic networking troubleshooting knowledge. Experience configuring IP Subnets, DNS, DHCP, WINS.
• Experience with telephone administration and troubleshooting.
• Able to document procedures for cross-training.
• Must be able to communicate effectively verbally and in writing.

Essential Functions

Respond to and manage Tier 1 help desk issues, first line support for workstation/printers/application and network issues. Plans, implements, tests and maintains all hardware and software applications on new and existing devices. Documents technical computing and end user procedures. Provides system analysis, documentation, and administration processes for workstations and network systems. Monitors and recommend upgrades or software patches related to the company's systems environment and ensures that systems are performing as optimally as possible. Provisions new user accounts and termination of accounts for former employees. Performs asset inventory management for IT Equipment and software. Verifies that existing system configurations adhere to the established standards or guidelines. Provides technical guidance and cross-trains other team members. Researches, analyzes and recommends alternatives and/or solutions to operational or security issues. Communicates objectives and coordinates with resources outside of the department. Assists with the initiation, planning, design, execution, monitoring and closure of projects. Interprets verbal and written requests from user departments. Represents the company when communicating with vendors. Represents the department and company at educational seminars, demonstrations, internal and external meetings. Assists in the maintenance and update of the IT disaster recovery plan. Maintains awareness of changes in technology and the financial industry through continual training and/or certification.

Other Functions

Performs all other tasks assigned.

Working Conditions/Other Requirements

This position is performed primarily in an office environment and requires prolonged periods of sitting at a desk and working on a computer. The role involves repetitive hand and finger movements, including typing and using a mouse, as well as extended screen time. The workspace is typically climate-controlled with standard office lighting and noise levels. Occasional walking, standing, or light lifting (up to 15 pounds) may be required. Must be able to respond to security needs with a sense of urgency as they arise and able to travel.