IT Support Technician or Senior IT Support Technician Based on Experience

Bangor Savings Bank • Bangor, ME

7d • Onsite

About The Position

FUNCTION: Reporting directly to the IT Support Services Manager, the IT Support Technician is responsible for supporting and maintaining all desktops systems, client applications and peripherals deployed within the bank. This position will be the first escalation point for the Helpdesk, and will identify potential problems--and provide solutions--in the desktop environment. The Senior position will be the second level escalation point for the Helpdesk and along with other 2nd level team members, will identify potential problems--and provide solutions in the desktop environment. ACCOUNTABILITIES: Desktop Support: Implements, manages, optimizes, and support Microsoft Windows. Performs routine diagnostics and preventative maintenance on-site for computer information systems and related equipment. Installs and configures PC hardware, software, and peripherals. Provides assistance to users with varying technical abilities. Maintains and develops a basic level of knowledge of Bank software and its capabilities. Provides tier 2 support onsite, via phone, and email. Hardware Support: Performs routine diagnostics and preventative maintenance on-site for Multi-function devices. Installs and configures end-user hardware. Interact with vendors for support issues both on-site and remote. Customer Service: Responds to telephone calls and email requests for technical support, with a focus on customer experience. Tracks and monitors problems to ensure timely resolution. Escalates problems as appropriate. Provides assistance and training on desktop applications Documentation: Assists in maintaining inventory of IT assets and software installed and removed within the Bank. Maintains accurate written records of work performed using the Bank's ticketing system. Documents installation and troubleshooting procedures for new and existing Bank software. Compliance and Control: Assists in ensuring that the Bank is in compliance with local, state and federal regulations. Assists in ensuring that the Bank uses best practices for information systems. Works to ensure workstations are deployed with up-to-date software, patches, and security configuration. General: Interacts harmoniously and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork. Conforms to acceptable punctuality/attendance standards as expressed in the Employee Handbook. Performs additional duties as requested.

Requirements

• High school diploma or equivalent. College, business, banking, or professional training helpful.
• 1 - 2 years IT related experience. The Senior position will have 5+ years experience.
• Proficiency with Microsoft products such as Windows 10 and 11, and Microsoft Office.
• Strong working knowledge of personal computers and all common peripherals including monitors, printers, modems, and other connection, communication, and storage devices.
• Professional telephone skills.
• Excellent customer service skills.

Responsibilities

• Implements, manages, optimizes, and support Microsoft Windows
• Performs routine diagnostics and preventative maintenance on-site for computer information systems and related equipment
• Installs and configures PC hardware, software, and peripherals
• Provides assistance to users with varying technical abilities
• Maintains and develops a basic level of knowledge of Bank software and its capabilities
• Provides tier 2 support onsite, via phone, and email
• Performs routine diagnostics and preventative maintenance on-site for Multi-function devices
• Installs and configures end-user hardware
• Interact with vendors for support issues both on-site and remote
• Responds to telephone calls and email requests for technical support, with a focus on customer experience
• Tracks and monitors problems to ensure timely resolution
• Escalates problems as appropriate
• Provides assistance and training on desktop applications
• Assists in maintaining inventory of IT assets and software installed and removed within the Bank
• Maintains accurate written records of work performed using the Bank's ticketing system
• Documents installation and troubleshooting procedures for new and existing Bank software
• Assists in ensuring that the Bank is in compliance with local, state and federal regulations
• Assists in ensuring that the Bank uses best practices for information systems
• Works to ensure workstations are deployed with up-to-date software, patches, and security configuration
• Interacts harmoniously and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork
• Conforms to acceptable punctuality/attendance standards as expressed in the Employee Handbook
• Performs additional duties as requested

Benefits

• At Bangor Savings, we understand the importance of continuing to nurture an internal culture of excellence for each of our employees. We offer internal and external training to assist our employees in realizing their career aspirations including internships, lateral training, management training, and tuition reimbursement. We also offer a unique set of benefits designed to support our employees in living their best life and achieving their goals. Our holistic health and wellness programs allows each employee to customize their approach to well-being. And our pay, rewards, recognition, and incentive programs ensure that they are well-compensated for a job well-done.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees