Network Support Specialist

Job Description

Job Description

Department: Information Systems and Technology
Reports To: Vice President / Network Administrator

OVERVIEW:

Responsible for solving complex, third tier trouble tickets for end users. Must be able to troubleshoot hardware and software issues with Microsoft Windows, mobile devices, and Cisco switching and possess strong knowledge of networking, servers, and virtualization technologies. Assists with disaster recovery, documentation, IT risk assessments, security reports review and advanced troubleshooting across all technology components. This position is responsible for being able to share advanced technical knowledge in a simple and understandable way ensuring that BCSB’s employees have technical issues resolved as expeditiously as possible.

PRIMARY ACCOUNTABILITIES / RESPONSIBILITIES:

1. Performs any functions necessary, within scope of authority and expertise, to provide the highest level of service and responsiveness to customers and the community in which it serves.

2. General user account administration in Active Directory environments and all products and services that fall under the administration of the Information Systems and Technology Department.

3. Workstation deployment, including installation of applications/software and moving/installing hardware.

4. Conduct routine preventive maintenance on hardware to ensure useful life is achieved.

5. Serve as point of escalation to troubleshoot server, applications/software and hardware issues with both on premise and hosted environments.

6. Assist with the remediation of system vulnerabilities, and escalation of unpatched issues.

7. Assist with the management of the desktop infrastructure, including enhancements, updates, system performance and security.

8. Develop and maintain system tools (like Group Policy) and scripts for customization or simplifying system administration tasks.

9. Determine solutions to remediate recurring problems or automate recurring tasks.

10. Assist with creating and maintaining documentation and procedures.

11. Participate in evaluation and selection of new applications/software and hardware.

12. Ensure that projects, department milestones, and goals are met within the appropriate time-frames established to align with department initiatives.

13. Assist IST management with tracking and updating the status of open audits, exams, and IT findings, if applicable.

14. Maintains support contract database to ensure renewals are processed timely.

15. Assists the Network Administrator with Business Continuity planning, documentation and yearly testing.

OTHER ACCOUNTABILITIES / RESPONSIBILITIES:

16. Serve as a backup for the Help Desk (Systems Central).

17. Provide on-site/technical support to all Bank employees as needed and as required to ensure efficient operation and reconcile and troubleshoot any problems.

18. Serve as a backup for monitoring the daily security reports from vendors and promptly advise IST management on any unusual items on the report.

19. Keep detailed, accurate work notes and time entries updated in real time throughout the day as work is performed.

20. Perform related and unrelated duties as may be assigned.

POSITION REQUIREMENTS:

• Bachelor’s Degree or its equivalent in specialized computer science course work and training.
• Minimum of 3 years’ experience in a banking computer environment.
• Five years working in and managing computer resources and systems, including network experience.
• Demonstrated knowledge of Bank operations.
• Knowledge of IT security concepts and FFIEC guidelines.
• Strong analytical, managerial, planning, problem solving and organizational skills.
• Extensive knowledge of computer hardware and software applications.
• Ability to work well in a team
• Ability to work escalated issues independently
• Able to work off-Bank hours.

SUPERVISORY SCOPE:

None

INDEPENDENT ACTION:

Establishes short-range plans and objectives within scope of Bank-wide policies and goals. Consults with supervisor and IST management regarding policy interpretation or exceptions.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Any physical demands or work conditions described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.