Technical Support Associate

Job Description

Job Description

The Technical Support Associate delivers daily operational assistance to team members by supporting their computer systems and peripheral devices. The role responds to user inquiries regarding technical issues or information requests, performing minor troubleshooting or timely repairs as needed. Responsibilities include processing daily reports, conducting routine system checks, and monitoring system consoles. This position manages user account access, including provisioning, updates, and deactivations. This individual is on-call for system outages and other IT-related incidents or upgrades. The Technical Support Associate ensure compliance with security protocols and adhere to established IT policies and procedures

Schedule : Monday - Friday, 8:00 am - 5:00 pm. Additional hours may be required to meet business needs.

Location : South Burlington, VT with occasional travel to other EastRise locations.

Specific duties include:

• Respond to helpdesk requests across multiple platforms, including support tickets, chat, and phone calls. The role will troubleshoot issues, escalate tickets to next level IT team members as needed, and initiate hardware service calls with vendors. Ensure timely communication with designated IT team member, other team members, and departments to support effective issue resolution.
• Monitor computer systems and peripheral equipment for alarms and error messages. Communicate equipment malfunctions to manager, appropriate IT team member, and/or service vendor, as appropriate. Monitor vendor service calls to ensure timely repair.
• Build, configure, and deploy computer systems and peripherals for team members.
• Create and maintain team member application security profiles as authorized. This includes team member onboarding, terminations, and change of status requests.
• Maintain employee permission tracking application to ensure changes are tracked according to regulatory requirements.
• Performs other duties as assigned.
• Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control

Experience:

Three years to five years of similar or related experience, including preparatory experience. Ability to understand basic computer concepts to operate various computer equipment, work autonomously often being the only person on a shift, and complete work timely.

A high school degree or equivalent.

A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.

COMPETENCIES: Must be at least 18 years of age. Favorable Background, Credit, Criminal, Bondability, and Reference Checks required. Motor Vehicle check required if driving company owned vehicle. Travel to other branches or locations as required. Will be required to work outside of scheduled hours to respond to technology issues. Embody EastRise’ s Purpose, Guiding Principles and Cultural Guideposts.

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs. Must be capable of climbing/descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day. Must be able to work extended hours whenever required or requested by management. Must by capable of regular, reliable and timely attendance.

Must be able to routinely perform work indoors in climate-controlled shared work area with moderate noise.

Must be able to perform job functions with supervision and work effectively either on own or as part of a team. Must be able to read and carry out various instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on confidential matters.