IT Support Specialist

PRIMARY FUNCTION
The IT Support Specialist provides first-level technical support for Legend Bank employees. This
entry-level role responds to help desk requires, troubleshoots common hardware, software, printer,
network access, Microsoft 365, and application issues, and helps keep employees productive through
timely, professional support. The position serves as the first point of contact for employee
technology needs and escalates more complex issues to the appropriate internal IT resource, managed
service provider, or Third-Party support partner.

ESSENTIAL DUTIES AND RESPONSIBILITIES

A. Responds to help desk requests by phone, email, ticketing systems, remote support tools, and in
person when needed.
B. Troubleshoot and resolve routine workstation, laptop, printer, peripheral, Microsoft 365,
network connectivity, password, and application access issues.
C. Setup, deploy and support employee devices, including computers, monitors, phones, printers,
scanners, and other standard bank technology.
D. Document all work in the ticketing systems, including issue details, troubleshooting steps,
status updates, resolution notes, and next steps.
E. Assist with employee onboarding, offboarding, access changes, device preparation, and technology
setup in accordance with bank procedures.
F. Support basic user account administration, password resets, access requests, and
security-related procedures as assigned.
G. Contribute to basic knowledge articles, checklists, and standard procedures that improve
employee support and reduce repeat issues.
H. Maintain a clean, organized, and accurate help desk queue, equipment area, and support
documentation.
I. Assist with technology support during incidents, outages, branch moves, equipment
refreshes, and other IT projects as required.

EDUCATION:
High School education or equivalent required. Coursework, technical training, or certification in
information technology, computer support, networking, cybersecurity, or a related field is
preferred.

EXPERIENCE AND JOB QUALIFICATIONS:
A. Prior help desk, customer service, technical support, internship, coursework or 3 - 5 relevant
hardware and software support experience.
B. Basic working knowledge of Windows workstations, laptops, printers, peripherals,
mobile devices, Microsoft 365, and common business applications.
C. Ability to troubleshoot routine technical problems, ask clear questions, follow documented
procedures, and know when to escalate.
D. Strong customer service skills, including patience, professionalism, clear communication,
and the ability to support employees with varying levels of technical knowledge.
E. Familiarity with ticketing systems, remote support tools, basic networking concepts, and user
account support preferred.
F. Ability to protect confidential information and follow bank policies, security standards, and
access control procedures.
G. Detail-oriented with the ability to document work accurately and keep tickets current.
H. Ability to promote positive image of the company required.
I. Able to work independently on assigned tickets and collaboratively with IT team members,
managed service providers, and Third-Pary support partners.
J. CompTIA A+, Microsoft 365 Fundamentals, CompTIA Network+, Security+, or
similar certification is helpful, but not required.

Legend Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin .

FDIC-Insured