Technology Support Technician I

POSITION SUMMARY

The Technology Support Technician provides first-level technical support for end users across the organization. This role is responsible for troubleshooting and resolving issues related to computer hardware, software, network connectivity, telecommunications, and core banking systems. The technician ensures the reliability, security, and availability of technology resources by maintaining workstations, peripherals, and related systems. This position maintains the integrity of all computer workstations and associated software and assists in the maintenance and management of the Core Symitar Financial Platform. Trains users in personal computer hardware/software; and performs other related duties as assigned.

The Technology Support Technician initially works under close supervision while learning job duties and organizational systems. As proficiency develops, the role progresses to working under general supervision.

ESSENTIAL JOB FUNCTIONS

• Respond to help desk requests and manage incidents using the IT ticketing and tracking system.
• Diagnose and resolve hardware, software, network, and peripheral issues through remote or onsite troubleshooting.
• Provide first-level support for desktop systems, laptops, printers, mobile devices, and telecommunications equipment.
• Escalate unresolved issues to appropriate IT or Information Systems personnel when necessary.
• Provide timely communication to users regarding issue status and resolution.
• Install, configure, and maintain desktop hardware, operating systems, and application software.
• Configure and troubleshoot printers and other peripheral devices.
• Perform troubleshooting and fault isolation on PCs, servers, local area networks (LANs), and related infrastructure components. Maintain accordance with security standards.
• Assist in supporting and maintaining the Symitar core financial platform.
• Participate in system upgrades, maintenance, testing, and implementation activities.
• Support integrations between the core system and other applications as directed.
• Create, maintain, and update IT system documentation, procedures, and knowledge base materials.
• Recommend improvements to technology solutions and business processes to enhance operational efficiency and reduce user issues.
• Assist with the deployment of new technology solutions, upgrades, and system implementations.
• Perform after-hours or weekend work when necessary to minimize disruption to business operations.
• Provide backup support to other IT and Information Systems functions as needed.
• Ensure all activities comply with applicable regulations, security standards, and internal policies.
• Completely required compliance training, including but not limited to Bank Secrecy Act (BSA), OFAC, and Privacy.
• Participate in organizational and community events as required.
• Travel as needed to support business operations.
• Provide on-call and after-hours support as required.

UNIVERSAL BEHAVIORS

Knowledgeable and Experienced

• I promise to take personal ownership for learning and using that knowledge to provide value to those that I serve by:

• Looking for answers until I find them.
• Seeking opportunities to learn from others.
• Appreciating and respecting others views.
• Acknowledging mistakes and learning from them.
• Going out of my way to share my knowledge and experience.

Striving for Operational Consistencies

• I promise to make it easy for you through consistency, efficiency, and accuracy by:

• Doing it right the first time, being thorough and accurate.
• Taking pride and ownership in my work.
• Making and keeping commitments.
• Continuing to look for better ways to do things and challenge the status quo.

Rewarding Work Environment

• I promise to show care, compassion, and respect toward everyone I interact with by:

• Being approachable and accessible to others.
• Creating a pleasant work environment for each other.
• Always asking what more I can do.
• Resolving differences promptly.
• Recognizing the contributions of others.
• Embracing diversity in the workplace.

Committed to Member Service

• I promise to deliver exceptional member service by:

• Interacting with a natural and genuine friendliness.
• Being courteous and respectful.
• Creating a welcoming environment.
• Exceeding your expectations.
• Sharing the moment and finding common ground.

QUALIFICATIONS, SKILLS AND EXPERIENCE

• Proven experience as a help desk technician or other end user support role.
• Should have good technical knowledge and an understanding of IT principles.
• Working knowledge of the Core Symitar Financial Platform.
• Ability to communicate technical concepts effectively to a varied audience.
• Excellent communication and organizational skills.
• Demonstrates effective problem-solving skills and possesses strong attention to detail.
• Ability to take direction and operate independently and confidently.
• A professional appearance and ability to work flexible hours including nights/weekends.
• Makes efficient use of work time and prioritizes workload efficiently.
• Associate or bachelor’s degree in IT, Computer Science, or a related field, or equivalent technical training or experience.