IT Support Technician

Exact compensation may vary based on skills, experience and/or education, and location. This position is also eligible for an annual bonus.

SUMMARY

An IT Support Technician provides exceptional customer service and initial technical support to Bank colleagues via phone, email and computer chat. You will utilize probing questions, knowledge, and technical resources to diagnose and resolve their issues. You will record support contact details, troubleshooting actions, and escalate issues to other teams as warranted. In addition, you will also assist with computer system, peripheral, and software configuration, deployment, and decommissioning in accordance with established procedures. Identification, escalation, and reporting of system outages and reoccurring problems are also essential duties. May also perform provisioning and review of system security access for Active Directory and other applications.

ESSENTIAL

DUTIES and RESPONSIBILITIESComplies with and stays abreast of all policies and procedures, federal and state laws applicable to the job.

Provide prompt and courteous initial support via phone, email, or IM for Bank associates seeking technical support and assistanceResolve routine technical problems and answers queries regarding internal use of computer hardware, software, network, and telecommunication systems. Diagnose, identify, and isolate problems based upon comments and complaints; research problems utilizing technical troubleshooting skills, historical database records, online research, or routing calls to other teams for escalation when warranted. Provide training, advice, and recommendations to associates when issues or requests extend beyond the scope of authority Follow-up with Bank associates to provide status updates and ensure issues are fully resolved. Identify and notify management of outages, recurring technical problems and patterns of problems.

Assist with provisioning, deployment, configuration and inventory management of computer hardware and software. Prepare management reports and pass on any feedback or suggestions to the appropriate internal team. Provide, present and promote The Citizens Experience to all external and internal customers.

Other duties as assigned

SUPERVISORY

RESPONSIBILITIESThis job has no supervisory responsibilities

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCEHigh school diploma or general degree (GED); with one-year minimum experience and/or training; or equivalent combination of education and experience.

LANGUAGE

SKILLSAbility to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

MATHEMATICAL

SKILLSAbility to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Ability to apply concepts of basic algebra and geometry, and interpret bar graphs.

REASONING

ABILITYAbility to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

COMPUTER

SKILLSTo perform this job successfully, an individual should have knowledge of:

Microsoft personal computer operation and system configurationPersonal computer troubleshooting and repairNetwork communications conceptsMicrosoft Office application supportNetwork directory maintenanceOTHER QUALIFICATIONS/SKILLSNetwork +, Comp

TIA A+, ITIL

Certified is desiredAbility to engage in a positive, polite, professional, and friendly manner at all times to support the Banks commitment to superior customer service.

PHYSICAL

DEMANDThe physical demands described here 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.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision and ability to adjust focus.

WORK ENVIRONMENTThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work environment is a open office environment with frequent phone calls and nearby conversations. The noise level is usually moderate.

Salary Range:

$21.56 To $29.11 Hourly Exact compensation may vary based on skills, experience and/or education, and location. This position is also eligible for an annual bonus.