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About the Role

The Technology Support Technician provides first-level technical support for end users, troubleshooting issues related to computer hardware, software, network connectivity, telecommunications, and core banking systems. This role ensures the reliability, security, and availability of technology resources by maintaining workstations and related systems, and assists in the maintenance of the Core Symitar Financial Platform. The role progresses from close supervision to general supervision as proficiency develops.

Responsibilities

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, maintaining 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.
Complete 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.

Requirements

Proven experience as a help desk technician or other end user support role.
Good technical knowledge and an understanding of IT principles.
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.
Ability to work flexible hours including nights/weekends.
Makes efficient use of work time and prioritizes workload efficiently.

Skills

Troubleshooting hardware
Troubleshooting software
Troubleshooting network connectivity
Troubleshooting telecommunications
Troubleshooting core banking systems
Maintaining workstations
Maintaining peripherals
Maintaining related systems
Maintaining the integrity of computer workstations
Maintaining associated software
Maintaining and managing the Core Symitar Financial Platform
Training users in personal computer hardware/software
IT ticketing and tracking system usage
Remote troubleshooting
Onsite troubleshooting
Desktop systems support
Laptop support
Printer support
Mobile device support
Telecommunications equipment support
System upgrades
System maintenance
System testing
System implementation
Integration support
IT system documentation
Procedure creation
Knowledge base material creation
Technology solution deployment
On-call support

Location

Remote
Onsite

Work Type

Full-time
Hybrid

Experience Level

First-level support
Entry-level
Mid-level

Education Level

Associate degree in IT, Computer Science, or a related field
Bachelor's degree in IT, Computer Science, or a related field
Equivalent technical training
Equivalent experience

About the Company

The Technology Support Technician provides first-level technical support for end users across the organization.
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.

Equal Opportunity

Embracing diversity in the workplace.