Starting Salary is $45,500 (Negotiable contingent upon experience)

Basic Qualifications

 Education/Training: Associate degree in related field preferred; A certification preferred; specialized IT education/training; valid driver’s license.

Skill(s): Communicates clearly in English; strong writing and verbal communication skills; strong interpersonal skills; proficient reading, writing, grammar, and mathematics skills; strong time management and organizational skills; proficient technical knowledge and skills to support bank’s hardware, software, and networking, including support for various PCs, laptops, printers, phones, mobile devices, etc.; proficient problem solving, troubleshooting, and documentation skills, including complex technical issues; experience with computer troubleshooting, LAN/WAN environments, and network troubleshooting; experience with helpdesk ticketing systems; knowledge of/experience with Microsoft Windows 11, Windows Server, Microsoft 365, DNS, DHCP, TCP/IP, Azure cloud technologies, and Active Directory, user accounts, and permissions; knowledge of computer and network security principles; requires confidentiality due to access to personal and technological information; visual and auditory skills; must be capable of lifting equipment of 50 lbs. minimum; ability to stand, stoop, crawl, and reach; may be required to travel to various locations; must be able to handle a normal level of workplace stress and interact with co-workers.

Experience: A minimum of one (1) year of related experience required.

General Responsibilities

 Responsible for serving as the primary point of contact for Level 1 helpdesk support across the Bank’s information technology environment; coordinating work within the department, as well as with other departments; escalating unresolved issues to Level II support within established guidelines; reporting pertinent information to the immediate supervisor; responding to inquiries or requests for information.

Essential Duties 

1. Performs various duties to support the Bank’s information technology of which the following are illustrative: 

1. Serves as the primary Level 1 helpdesk resource; responds to helpdesk trouble tickets and calls for technical support; provides end user support over the phone, in person, or remotely to evaluate and resolve technological issues; escalates unresolved issues to Level II (System Administrator II) when unable to resolve within a reasonable timeframe.
2. Performs troubleshooting to isolate, diagnose, resolve, and document network and connectivity issues; research solutions and maintains documentation of troubleshooting steps and resolutions; escalates to Level II support when issues exceed Level 1 scope.
3. Assists in supporting system automation, backups, network firewalls, and Azure cloud environment; escalates advanced infrastructure issues to Level II support.
4. Responds to system outages by performing initial triage and diagnosis; escalates to Level II or appropriate personnel as needed.
5. Installs, maintains, and supports hardware and software throughout branch locations.
6. Assists with new branch openings.
7. Maintains hardware and software inventories.
8. Assists with employee change maintenance including user account creation, modification, deletion and password lockouts.
9. Compiles and summarizes system reports for management.
10. Manages and resolves helpdesk tickets efficiently, contributing to service level compliance and backlog reduction; maintains thorough documentation of troubleshooting steps and resolutions for knowledge base purposes.
11. Presents IT-related onboarding material to new hires.
12. Performs other related duties to support the department as assigned.

2. Abides by the current laws and organizational policies and procedures designed and implemented to promote an environment which is free of harassment and other forms of illegal discriminatory behavior in the workplace.

3. Cooperates with, participates in, and supports the adherence to all internal policies, procedures, and practices in support of risk management and overall safety and soundness and the Bank's compliance with all regulatory requirements.

4. Coordinates specific work tasks with other personnel within the department as well as with other departments in order to ensure the smooth and efficient flow of information.

5. Reports pertinent information to the immediate supervisor as requested, or according to an established schedule; compiles information as necessary or as directed and provides data to appropriate Bank personnel. 

6. Responds to inquiries relating to his/her particular area, or to requests from other Bank personnel, within given time frames and within established policy. 

7. Must comply with the Bank Secrecy Act. 

8. Periodic attendance of business and community events as a representative of the Bank.

Ancillary Duties 

1. Performs tasks which are supportive in nature to the essential functions of the job, but which may be altered or re-designed depending upon individual circumstances.

Job Location

 All levels

 1700 Avenue of the States; Suite 301., Lakewood, NJ 

 Various outside locations

Equipment/Machines