PC Support Technician

Bar Harbor Bankshares•Ellsworth, ME

58d•Onsite

About The Position

This position is responsible for performing a wide variety of end-user support, maintenance and monitoring functions to ensure workstations and network performance meet company and employee requirements.

Requirements

A college degree in Information Technology or a related field is preferred.
A minimum of 5 years' experience as a PC support technician.
Excellent verbal and written communication skills.
Superior customer service skills are expected, including the ability to communicate technical information to non-technical personnel.
Able to function independently with supervisor direction, or collaboratively within a team, make decisions quickly, and be able to use judgment to plan and accomplish goals.
Must have a high degree of familiarity with banking industry concepts and related technologies, as well as an understanding of applicable regulatory requirements of the same.

Responsibilities

Serve as the first point of contact for customers seeking technical assistance via phone or helpdesk software solution.
Investigate employee equipment problems, identifying the source of the problem and determining the best possible solution.
Direct unresolved issues to the next level of support personnel.
Monitor helpdesk application for open tickets, processing tickets based on the combination of priority and first-in and first-out (FIFO) principle.
Record events, problems and resolutions in the helpdesk application.
Follow-up and update customer status and information.
Perform and/or assist with desktop software upgrades, device and printer configuration, and the installation and upgrade of banking applications.
Serve as an escalation point and subject matter expert for team members in relation to workstations and the software utilized on them.
Develop and conduct various end-user IT training and instruction for employees.
Assist users in maximizing the use of networks and computing systems.
Assist with on-boarding of new employees and their corresponding devices, including installation, test and configuration of new workstations, peripheral equipment and software.
Enthusiastically support the Bank's Guiding Principles and Brand Behaviors.
Adhere to federal regulatory requirements, such as the Anti-Money Laundering and Bank Secrecy Acts, and all established policies and procedures.
Perform other duties as requested.