Technical Support Specialist

Salary Range:

$27.50/hour - $31.25/hour

PRIMARY RESPONSIBILITY

The Technical Support Specialist (TSS) is the primary face of IT support, providing high quality customer service and hands-on support to all end users. Along with support, the TSS will also be responsible for the supporting systems used in IT to support those users, including administration and maintenance, with systems ranging from ticketing, imaging, and remote access. The TSS will also participate and support larger IT projects, implementations, and deployments.

ESSENTIAL FUNCTIONS

The primary owner for all incoming IT support tickets, adhering to departmental SLAs and escalating tickets as needed. Ensure a high level of customer support, communication, education, and satisfaction across all end users Perform troubleshooting to isolate and diagnose Windows workstations, printer, VoIP phones, and peripheral device issues. Fluent in Microsoft products like Teams, OneDrive, SharePoint, and Office Research and disposition spam and attachment requests through Mimecast and KnowB4 Support in the training, usage, and maintenance of all conference room AV equipment Continually strive to identify and streamline internal processes, investigate root causes, and suggest improvements Administer internal IT tools including the ticketing system, remote management system, and deployment systems (Endpoint Central). Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software. Support the IT department with project support when needed Administer user access for adds/delete/changes through Active Directory and Azure Deploy software, patches, and updates when necessary as part of user support Create and update IT documentation as needed. Maintain the inventory of workstation assets, user hardware, and manage lifecycle replacements Ensure the safety and confidentiality of data and systems by adhering to the organizations information security policies. Active participation in demonstrating the behaviors outlined in the GRB Experience.

EDUCATION AND EXPERIENCE

Associate's Degree in IT/Technology related field with a minimum of 2 years of technical support experience or the equivalent combination of education and experience. Certification in CompTIA/Net+ and/or Microsoft is preferred. Excellent troubleshooting skills & ability to quickly diagnose and fix hardware/software/network issues. Proficient working knowledge of desktops, laptops, Windows operating systems, printers, mobile devices, networking, and peripherals. Demonstrate a willingness to learn and apply new technology. Ability to troubleshoot quickly and patiently with end users, display a respectful bedside manner, and have a customer service focused approach. Ability to multi-task and manage multiple priorities Self-starter and motivated to make improvements, learn, and change

COMPETENCIES

Provide a remarkable client experience. Greet clients with warmth, genuine interest and a smile. Lead by example. Identify current or potential problems, take ownership and see them through to resolution. Act as a unified team. Possess strong interpersonal skills including the ability to proactively communicate with and help others, within and across departments. Ability to work independently. Seek and incorporate feedback on your performance from management, coworkers and clients. Demonstrated PC literacy. Strong verbal, writing, problem-solving and customer service skills both technical and non-technical required. Ability to handle highly confidential information with sensitivity, tact and discretion. Ability to learn new technology and practices quickly.

PHYSICAL DEMANDS

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

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The work environment is indoor and climate controlled. Reasonable accommodation may be made to enable disabled individuals to perform the essential functions of the job. Genesee Regional Bank is an equal opportunity organization. We recruit, employ, train, compensate, and promote without regard to race, religion, color, national origin, age, sex, disability, veteran status, or any other basis protected by applicable federal, state, or local law.

THIS JOB DESCRIPTION IS SUBJECT TO CHANGE AT ANY

TIME.