Job Description

SUMMARY

The IT Support Specialist provides first-line technical support to bank employees across 9 branches and 4 offices. This role assists with hardware, software, networking, and core banking system support while ensuring compliance with bank security and regulatory requirements. This is an entry-level position designed for individuals interested in developing a career in information technology within the banking industry.

ESSENTIAL FUNCTIONS

• Provide first-level technical support for desktops, laptops, printers, phones, and other end-user devices.
• Assist with software installations, updates, and troubleshooting (Microsoft Office, banking applications, etc.).
• Support users with online banking, teller systems, loan systems, and other core banking applications.
• Monitor tickets and respond in a timely, professional manner.
• Assist with network connectivity and troubleshooting (Wi-Fi, VPN, branch connections).
• Participate in patch management, antivirus updates, and routine system maintenance.
• Assist with IT asset tracking and inventory management.
• Support bank-wide technology upgrades and branch deployments.
• Follow all bank security, compliance, and confidentiality policies.
• Provide on-site and remote support across branches as needed (occasional travel required).
• Assist with and become familiar with our Vendor Management program.

REQUIRED EDUCATION, EXPERIENCE AND SKILLS

• Associate degree in Information Technology, Computer Science, or related field; or equivalent work experience.
• Basic knowledge of Windows operating systems, Microsoft Office, and networking fundamentals.
• Strong problem-solving and customer service skills.
• Ability to communicate clearly with both technical and non-technical users.
• Willingness to learn core banking applications and regulatory requirements.
• Valid driver's license and reliable transportation (for branch visits).

Preferred Skills (Not Required)

• Experience with Active Directory, Office 365 administration, Vendor Management or ticketing systems.
• Familiarity with network equipment (routers, switches, firewalls).
• Previous experience in banking, financial services, or other regulated industries.

POSITION SPECIFIC COMPETENCIES:

• Information Technology Performance- The demonstrated level of knowledge, skill, and ability in using information technology to perform job duties. The application of information technology to solve operational problems, improve efficiencies, extend service applications, and further company goals. Willingness to develop IT expertise.
• Job Knowledge- The depth and breadth of know-how to perform essential duties and functions of the job. Understanding of how individual job performance furthers organizational objectives.
• Productivity- Consistently produces a very high volume of work. Uses company time and resources extremely optimally and meets schedules and deadlines.
• Problem Solving- The overall ability to supervise and direct people and/or resources to meet department goals. The level at which one can motivate people, plan and prioritize unit operations, respond to changing conditions, and manage costs effectively.
• Customer Relations- Excellent customer relations skills are demonstrated. Is always attentive, concerned, and polite. Able to diffuse difficult situations smoothly.

PHYSICAL REQUIREMENTS

Must be capable of operating all types of office equipment.

EQUIPMENT USED

Computer, telephone, fax machine, scanner, copier, printer

SUPERVISORY REQUIREMENTS: None

WORKING CONDITIONS

• Primary office is located at the bank's main branch with occasional travel to branches/offices.
• Standard business hours with occasional after-hours support during upgrades or outages.
• Collaborative team environment with opportunities for professional growth.

The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions.

This job description is not intended to be and should not be construed as an all-inclusive list of the responsibilities, skills, or working conditions associated with the position. While this job description is intended to accurately reflect the position's activities and requirements, management reserves the right to modify, add, or remove duties and assign other duties as necessary.

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