IT Operations Specialist

Position Title: IT Operations Specialist

Department: Information & Technology

Reports To: Chief Technology Officer

General Summary/Purpose

Responsible for operating within the domains of Service Delivery, System Support, and System Development. Provide first line technical support to internal and external clients, computer systems, hardware, or software. Will assist with the optimization of systems and functions within the organization. Will provide a high degree of support to the best of their ability or by coordinating with other internal staff and/or third-party providers to resolve any issue. Will strive to improve experience and knowledge to add value personally and to the bank and its clients.

Key Duties and Responsibilities

#1 IT Operations – Service Delivery Percentage of time: 30%

Addresses problems; installs, configures, troubleshoots, and provides maintenance and training in response to customer requirements or inquiries (e.g., tiered-level customer support). Works to ensure sufficient and accurate documentation exists to support the bank’s BCP plan.

#2 IT Operations – System Support Percentage of time: 20%

Duties include program installs, configurations, troubleshooting, and maintaining workstation and server configurations (hardware and software) to ensure their confidentiality, integrity, and availability. Manages user accounts and patches. Schedules and coordinates equipment/office moves and setup for users. Responsible for access control, passwords, and account creation and administration. Takes corrective action from internal and external audits and assessment findings. Responsible for completing assigned Project tasks for both IT and Business Unit Projects. Facilitates backup and replication process to ensure proper operation, take corrective actions, coordinate testing, and ensuring results are documented and reported.

#3: IT Operations – Specialization Percentage of time: 20%

Provides in-person IT training and support to bank team members on a weekly basis in all branches. Manages

IT inventory and supplies. Scopes and specs new equipment when needed, working with vendors to procure.

#4 Personal Training and Development Percentage of time: 20%

Updates job knowledge by participating in educational opportunities, reading professional publications, obtaining industry recognized certifications. Utilizes provided training platforms to further skills and knowledge. Participates in professional organizations and maintaining personal networks.

#5 On Call and After-Hours Percentage of time: 10%

Participate in the IT on-call rotation. Duties involve responding to high-priority tickets and alerts, as well as performing maintenance tasks that require system downtime after-hours.

Education, Training and Skills Required

(Identify the minimum required to perform the duties and responsibilities.)

___ Limited training normally acquired through high school education

_X_ Specialized education/training normally acquired through up to 18 months of higher education

___ Education/training equivalent to an Associate degree

___ Education/training equivalent to a Bachelors’ Degree

___ Education/training equivalent to a Masters’ Degree

___ Advanced education/training in a recognized field of specialization, e.g. CPA, MBA

___ Other:

Experience Required

(Identify the minimum required to perform the duties and responsibilities as well as the type of experience required, i.e. customer service, accounting, etc.)

___ None

___ Three months to one year

_X_ More than one year, fewer than three years

___ More than three years, fewer than five years

___ More than five years, fewer than eight years

___ More than eight years