Technology Support Specialist

Job Description

Job Description

Overview

At Community Financial System, Inc. (CFSI), we are dedicated to providing our customers with friendly, personalized, high-quality financial services and products. Our retail division, Community Bank, N.A., operates more than 200 customer facilities across Upstate New York, Northeastern Pennsylvania, Vermont and Western Massachusetts. Beyond retail banking, we also offer commercial banking, wealth management, investment management, insurance and risk management, and benefit plan administration.

 

Just as our employees are committed to helping our customers manage their finances, we’re committed to our employees. After all, they make it happen for our customers every day.

 

To ensure our people can enjoy long and successful careers here at CFSI, we offer competitive compensation, great benefits, and professional development and advancement opportunities. As an equal-opportunity workplace and affirmative-action employer, we celebrate and support a diverse workplace for the benefit of all: our employees, customers and communities.

Responsibilities

• As a Technology Support Specialist you will act as the first point of contact with customers responding to their electronic and/or telephone requests. Typical issues may include password resets, application issues/questions and troubleshooting hardware/connectivity issues for various software systems.
• Provide a high level of customer service while developing and maintaining a positive & professional relationship.
• Provides general PC/Network and printer support to all internal employees.
• Provide phone, remote, and/or in person support to all employees within the Community Bank Systems, Inc.
• Ability to answer questions and solves problems on hardware, software and communication related issues.
• Documents all requests, the work performed and resolution comments within the Help Desk ticketing system.
• The ability to work internally with other IT related departments (System Admin, Telecom & Network Security) to support/troubleshoot LAN/WAN connectivity. This may include cabling problems and/or switch to patch panel connectivity.
• Provides technical support for numerous software systems, including the Microsoft Office Suite, Microsoft Teams, Jack Henry, Adobe, and other various financial and enterprise office environment applications.
• Supports new installations and upgrades for both hardware and software.
• Responsible for closing user request(s) in a timely manner.
• Ability to work in fast paced environment and know when to escalate a problem(s) to next level support when necessary.
• All tasks assigned by the Technology Support Manager or Technology Support Application and Software Team Lead.
• Maintain proficient knowledge of, and demonstrate ongoing compliance with all laws and regulations applicable to this position, ensure ongoing adherence to policies, procedures, and internal controls, and meet all training requirements in a timely manner.
• Performs other related duties as assigned or directed. All tasks assigned by the Technology Support Manager or Technology Support Application and Software Team Lead.

Qualifications

• Associates Degree in MIS or business field with computer related courses or equivalent
• Strong customer service skills and communication skills
• Ability to work effectively in a team environment
• Ability to multi-task in a fast paced environment
• Working knowledge of hardware and software to facilitate technical problem solving
• Ability to work independently and remain on task
• Must have valid driver’s license
• Must be able to consistently demonstrate the Company’s core values: a strong work ethic, integrity, respect for others, responsibility, transparency and humility
• Minimum of two (2) years related experience normally required
• Preference will be given to candidates with previous network and help desk experiences
• All applicants must be 18 years of age or older.