IT Support Specialist

Description

Department: Operations & IT

Reports to: IT Manager – Business Operations  

Supervises: None

Grade: 4 

Summary: Shares responsibility with the IT team for the ongoing support and maintenance of bank IT resources, including but not limited to hardware, software, web applications, networking, phone systems, network-connected peripherals, and portable electronic devices. Provides end user support and collaborates with vendors and department staff members to support and maintain solutions efficiently and effectively. Assists IT management with projects and research as assigned.

• Ensure that all hardware, application, and communications problems reported by employees are thoroughly researched and resolved including logging, follow-up, escalation, etc. 
• Ensure timely, courteous response to employee support requests to maintain proper functioning of personal computing devices and applications. 
• Be a knowledgeable resource for employees on use of technology, applications, and security.
• Serve as a liaison among management, IT team, vendors, and end users.
• Maintain user accounts and privileges on the network as directed. 
• Assist in the deployment and maintenance of IT resources including hardware, software, web applications, networking, and information.
• Produce solutions to general technical problems.
• Follow department procedures to improve efficiency and support leadership in attaining department and enterprise goals and objectives.
• Follow IT guidelines, procedures, best practices, and technical documentation.
• Maintain inventory of IT assets.
• Utilize ITSM platform to promote centralization, visibility, tracking, and change management. 
• Other duties as assigned.

Physical Demands and Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the essential job functions of this position, the employee is regularly required to sit, stand, talk, hear, walk, use hands and fingers, handle or feel objects, and reach with hands and arms. This position requires regular use of a computer. The employee must be able to travel between branch locations on a regular basis. The noise level in the work environment is usually light to moderate.

Requirements

• Strong written and verbal communication skills, and the ability to effectively interface with external vendors, Farmers State Bank employees, managers, and department staff.
• Proven ability to thrive in a team environment with open communication, coaching, cross-training, and strong collaboration toward team goals
• Strong organizational, problem solving, and troubleshooting skills.
• Experience using hardware, software, web applications, networking, phone systems, network-connected peripherals, and portable electronic devices.
• Experience with the following a plus:
• IT Service Management (ITSM)
• Financial or banking applications
• Microsoft SQL Server
• Backup and replication solutions
• VMWare 
• SAN and storage technologies
• Citrix application virtualization software and thin client computing 
• LAN, WAN, VLAN, SD-WAN, IP, DNS, and DHCP
• Experience in finance and banking preferred
• High school education or equivalent, with interest in Information Technology or related field of study