IT Support Specialist

IT Support Specialist

Serves as the frontline resource for all technology-related support across the bank, acting as the first point of contact for employees in need of assistance. Delivers comprehensive Tier 1 and Tier 2 support to all FNB team members—regardless of branch location, department, or remote work environment.

Leveraging strong IT fundamentals, analytical troubleshooting skills, and a customer-first mindset, the IT Support Specialist will ensure employees remain productive, confident, and supported in their use of technology. This role will be trusted to work independently while maintaining a strong focus on service quality, operational consistency, and continuous improvement—helping to keep the organization running smoothly and securely.

Essential Duties:

• Provide Tier 1–2 technical support, escalating complex issues to appropriate Tier 2/3 resources when necessary.
• Respond to service requests via phone, email, Microsoft Teams, and ticketing systems, ensuring proper documentation in ticketing solution.
• Deliver a high level of customer service with professionalism and empathy.
• Troubleshoot hardware, software, network access, and system issues.
• Administer user accounts, including provisioning, modification, and deactivation, in accordance with security policies.
• Support endpoint configuration and management, including: Active Directory administration and Group Policy (GPO) management; Mobile Device Management (MDM) platforms (e.g., Intune or equivalent) for endpoint security and configuration.
• Assist with device imaging, deployment, patching, firmware updates, and workstation/printer moves.
• Maintain accurate asset inventory across systems and tools.
• Provide remote support across all locations and users.
• Assist with IT security processes, including audit remediation activities.
• Participate in disaster recovery and business continuity efforts.
• Operate with a high degree of autonomy, using sound judgment to prioritize and resolve issues.

Marginal Functions:

• Assists with Microsoft 365 user account and product authentication and activation.
• Perform other duties as assigned.

Company Conformance:

• First National Bank's (FNB) promotional materials may include photos, videos and other recordings taken in the workplace or at company-sponsored events. Acceptance of employment with FNB gives consent to such photos, videos and other recordings and these may be used in social media posts, newsletters and other promotional materials. No extra compensation or advance notice will be provided when recordings are made or published.
• In compliance with all applicable regulations and Bank policies, this position is expected to successfully produce quality work within deadlines, with or without supervision; interact professionally with other employees, customers, and vendors, while always respecting the need for confidentiality of customer information. The employee will work effectively as a team contributor on all assignments and work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations. Furthermore, the employee is encouraged to actively represent the Bank to customers and the general public in ways that promote the integrity, validity, and mission of the Bank by participating in community organizations, events, and activities. The employee is also expected to maintain a commitment to continuing education in the banking field through self-study and both in-house and outside training opportunities in all applicable banking policies, procedures, and regulations.
• Regular and punctual attendance is expected, and appropriate attire is required at all times, while either performing job functions or representing the Bank at outside events and activities.

Bank Secrecy Act Duties:

• In the performance of respective tasks and duties, this position must maintain knowledge of Bank Secrecy Act regulations and all other regulatory, security, and Bank policies and procedures.

Requirements

Required Minimum Qualifications:

• High school graduation or equivalent.
• Three years of experience in the installation, maintenance, and repair of computers, network systems, and electronic equipment.
• Valid driver's license and willingness to travel to all branch locations on an as needed basis.

Preferred Qualifications:

• Knowledge of ITIL (Information Technology Infrastructure Library) best practices.
• Certifications such as CompTIA A+, CompTIA Network+, or similar are beneficial.

Must also have the following demonstrated knowledge, skills, and abilities:

• Strong knowledge of common operating systems (Windows, Android, iOS) and Microsoft Office 365 productivity applications.
• Experience in administrating an Active Directory Environment.
• Familiarity with basic networking concepts and protocols.
• Demonstrated knowledge or experience in the various functions of operating computer peripheral equipment.
• Excellent problem-solving and analytical skills.
• Strong interpersonal and communication skills.
• Ability to work under pressure and prioritize tasks effectively.
• Ability to learn and follow detailed procedures.
• Demonstrated sound judgement in identifying and reporting problems to supervisor and contributing to resolution.
• Ability to maintain objectivity and independence.
• Ability to diplomatically, yet effectively, communicate verbally and in writing with all levels of Bank staff, customers, and other related parties.
• Ability to focus for extended periods of time on highly repetitive tasks; demonstrated attention to detail.
• Ability to read, comprehend, and technically apply written policies, procedures and regulations.
• Basic math skills to balance work-in-process; typing skills.