Field Support Specialist

IT Support Specialist

Job Function – Interacts effectively to provide end user support for various technology related issues to include multi-platform user management issues, software, hardware, and network assistance. Identifies researches and resolves technical problems presented through assigned help desk tickets. Documents, tracks and monitors problems to ensure timely resolution. Communicates with CIO regarding the plan and progress on issues in a timely and efficient manner. Assists with the computer network, configuration and deployment of multi-vendor hardware and software. Utilizes resources to repair and replace hardware as needed. Assists CIO in all other IT issues as requested by CIO.

Job Responsibilities –

• Works, updates, resolves and closes assigned help desk tickets in an efficient manner.
• Accomplishes operations & organizational mission by completing related results as needed.
• Identifies & repairs operating systems with security issues, such as OS, Office and other software updates, malware and/or viruses.
• Provides hands on support by traveling to branches as needed to service, repair and install network equipment.
• Maintains and troubleshoots user systems remotely.
• Responsible for security and troubleshooting mobile devices.
• Installs and troubleshoots computer setups, printers/copiers/scanners.
• Assists in installing packaged software systems and applications.
• Updates job current knowledge of technological advances by participating in educational opportunities, such as conferences, workshops or reading professional publications.
• Ensures that own work as well the financial institution is in compliance with applicable regulations directly or through subordinates.
• All other duties as assigned.

Education and Related Experience –

• Bachelor's degree in computer science or related technical field preferred (Experience may be a substitute for degree).
• 3+ years of related experience including experience in basic networking and PC maintenance/repair required.

Skills and Abilities –

• Must possess interpersonal skills, using tact, patience and courtesy.
• Must possess the ability to complete multiple simultaneous projects in a timely manner.
• Must be able to analyze situations accurately and adopt an effective course of action.
• Must be able to create/maintain records and prepare reports.
• Must possess working knowledge of computers, computer operating systems, MS Office software, Active Directory, Group Policy, Windows Domain Controllers, Member Servers, Firewalls, switches and LAN/WAN connections. This may include, but is not limited to onsite installations or replacements of various hardware components, software repair, diagnostic testing (like Command Line Interfaces), and the utilization of remote control tools used to take over the user's machine for the sole purpose of troubleshooting and finding a solution to the problem.
• Must possess good verbal and written communication skills.
• Must possess good organizational and planning skills.
• Must possess ability to perform detailed tasks with accuracy.
• Must possess the ability to learn applications in use.
• Must possess ability to work efficiently with minimal supervision.
• Must possess knowledge of standard office equipment including computer, fax machine, scanner, printer and copy machine.

Working Conditions and/or Physical Requirements –

• Ability to work under stress and meet deadlines for department/project goals.
• Ability to work flexible schedules.
• Ability to read and interpret an IT document.
• Ability to travel if required to perform the essential job functions.
• Ability to lift/move/carry approximately 50 pounds if required to perform the essential job functions.

Equal Opportunity Employer/Veterans/Disabled