IT Support Technician Level I

E

30%

End User Support & Service Desk Operations
Provide technical support to end users for all bank related programs systems and approved applications
Receive respond to document and track user issues through the IT ticketing system
Gather information to diagnose problems and determine appropriate corrective action
Recognize priority or high impact issues and escalate according to established procedures
Route support requests to the appropriate technician or IT team when necessary
Provide ongoing guidance and support to bank personnel in the use of end user hardware and software

E

10%

User Access & Security Administration
Create modify and remove user accounts and system access based on approved requests
Produce and process documentation/forms related to user additions moves and changes
Execute onboarding and termination access actions promptly and securely
Implement approved access changes related to promotions transfers and role changes
Maintain accurate access records to support audit compliance and security reviews

E

10%

Hardware Software & Endpoint Support
Install configure support and maintain desktops laptops printers scanners terminals and peripheral devices
Troubleshoot hardware software and endpoint connectivity issues
Perform hardware repairs component replacements and approved system upgrades
Assist in upgrades and changes to bank hardware and software systems
Support stable branch and office operations by responding to component failures and technical issues

E

10%

Branch Support & Vendor Coordination
Perform onsite visits to branches and offices for escalated support issues
Coordinate with vendors and internal IT teams to resolve complex hardware software and network problems
Assist with workstation setups moves and changes across bank locations

E

10%

Document Imaging & Business Application Support
Assist departments in submitting documents and working through workflows within the banks document imaging platform
Troubleshoot user and workflow issues related to imaging and document management processes

E

10%

Standards Compliance & Recoverability
Follow IT standards for security control confidentiality and recoverability
Assist in maintaining compliance with bank policies and regulatory requirements
Participate in disaster recovery testing and recovery readiness activities as assigned
Coordinate with other IT staff to ensure computing standards are implemented and maintained

E

10%

Asset & Documentation Responsibilities
Maintain accurate inventory records for end user devices and related equipment
Document work performed clearly and thoroughly to support audits and operational continuity

E

10%

General Responsibilities
Provide reliable professional IT support to all bank personnel
Maintain confidentiality of sensitive bank and customer information
Perform other job related duties as assigned

1.

To comply with the letter and with the spirit of the banks Code of Business Conduct and Ethics.

2.

To maintain the confidentiality of customer and any other sensitive information.

3.

To be punctual and have regular attendance.

4.

To acquire and maintain a working knowledge of regulations and bank procedures; to comply with the provisions of the Bank Secrecy Act and other laws and regulations.

5.

To troubleshoot hardware and software problems in a timely manner.

6.

To provide resolutions while taking schedules and deadlines into consideration.

7.

To install appropriate hardware or software within the specified time frames.

8.

To provide friendly professional and accurate service and support to all customers and employees.

9.

To maintain and add to technical knowledge of computer hardware and software to ensure the bank has the ability to achieve its goals.

10.

To complete required training and undertake additional training as needed to increase job knowledge and maximize productivity.