IT Support Associate

Purpose of Position:

To provide high-quality IT support and services that enable Bank employees to seamlessly access technology, empowering them to effectively serve the Bank’s clients. Provision and manage user access, including account creation, modification, and deactivation, ensuring appropriate permissions and security protocols are followed.To serve as the first tier of support, using analytical problem-solving skills to troubleshoot and appropriately escalate issues.

 Essential Job Functions:

1. Troubleshoot, diagnose and resolve technical hardware and software issues remotely and in person.
2. Open and close IT service requests and manage the classification, assignment, tracking, escalation, and completion of requests.
3. Provide Windows end-user hardware (desktop/laptop), software, and smartphone/tablet support.
4. Provide technical support, deployment, configuration, and installation of computers.
5. Perform hardware diagnostics and coordinate repairs.
6. Install and test computers, printers, and other peripherals; configure operating systems and application software packages.
7. Help maintain and assist in operating all audio-video equipment.
8. Assist in implementing and deploying telecommunications systems, including VOIP, cell phones, etc
9. Support the maintenance of physical IT assets, installed software, and third-party tools to ensure efficient troubleshooting and inventory tracking. 
10. Create, delete, and manage user accounts and access permissions. Resolving user-reported issues related to access, permissions, and account problems.
11. Support audit processes by providing logs and evidence of access management activities.
12. Crosstrain network administration tasks.

1. Onsite branch visits are required for maintenance, IT-related issues, and new setups/installations
2. Must be available to work weekends, overtime, and cover for team members when they are on vacation.
3. Perform other duties as directed.

Knowledge, Skills, and Experience Requirements:

1. Associate degree or minimum 5 years of equivalent experience in a related field
2. At least one-year hands-on experience in a technology support function
3. Effective verbal and written communication skills and ability to communicate and interact with senior management and staff at all levels
4. Strong analytical and problem-solving skills
5. Highly organized, resourceful and results-oriented
6. Understanding of and passion for new technology trends