Sr. IT Support Technician - Omaha / Onsite

Security National Bank•Omaha, NE

3d•Onsite

About The Position

Established in 1964 in Omaha, Nebraska, our family-owned financial institution's vision is to be the best in class in meeting the evolving financial needs of our customers. Our extensive history and family-owned legacy give us a deep and genuine understanding of how to serve and treat our customers. We offer a holistic financial approach with solutions for personal, business and wealth in three markets: Iowa, Nebraska and Texas. As a community bank, we value long-term partnerships built on trust and integrity. As an employer, we take pride in building meaningful relationships and celebrating the unique differences that define each team member; it's what makes us a stronger unit. It's one of the many reasons why creating a strong culture of empowerment, support, and opportunity is an ongoing focus. JOB SUMMARY This position is responsible for serving as the primary point of contact for end-users seeking support and maintenance within the bank’s desktop computing environment. Responsibilities include installing, diagnosing, repairing, maintaining, and upgrading desktop hardware and equipment to ensure optimal workstation performance. Additionally, this role involves troubleshooting technical issues promptly and accurately, whether in person, by phone, or via email, and providing effective end-user support as needed.

Requirements

In-depth knowledge and understanding of Microsoft Operating Systems 10/11.
In-depth knowledge and understanding of Office 365 applications
General Knowledge of Virtual Machine Environments.
General Knowledge of Cisco switches, routers, and phone systems.
Ability to communicate professionally, clearly and effectively with both technical and non-technical audiences, in writing and verbally, via email, phone, or in person.
Attention to detail and strong organizational skills.
Ability to work independently, prioritizing multiple projects, and managing time effectively.
Excellent customer service skills, with a focus on follow-through, and ongoing communication to internal customers
Strong problem-solving, troubleshooting and analytical skills.
Ability to possess a valid driver’s license and maintain a clean driving record in order to operate a company vehicle or conduct essential functions of the job
Ability to maintain regular and reliable attendance.
Ability to complete the required company training by assigned due date.
Minimum of an Associate’s degree in Information Technology, Computer Science or related area required.
Minimum of 3 years managing personal computer hardware and operating systems required.

Nice To Haves

CompTia or similar certification strongly preferred.

Responsibilities

Tier 2 Helpdesk Support (30%)
Provides advanced technical assistance and support.
Responds to end-user queries via tickets, phone or in person.
Guides users through problem-solving process.
Installs, modifies, and repairs computer hardware and software.
Documents end-user issues and resolutions.
Supports peripherals (mobile phones, iPads, scanners, printers, copiers, etc.).
Assists with software and operation issues related to Virus Protection.
Hardware/Software Tracking
Tracks all devices and software licenses on the network.
Removes all unauthorized software and hardware immediately upon detection and report to management.
Participates in projects related to networks, servers, personal computers, internet and communication systems.
Active Directory / Intune / Exchange Management (30%)
Maintains and updates Active Directory, Intune, and Exchange to accurately reflect employee status changes
Adds or removes user accounts as needed.
Assists employees with password lockout and change issues.
Processes Computer Access Requests in accordance with submitted forms.
Updates employee group membership.
Adjusts access permissions based on changes in employee responsibilities.
Phone System Management (15%)
Updates and maintains phone system to reflect employee status changes.
Adds and removes employees in system as needed.
Manages user accounts within the Vonage Dashboard.
Provides Tier 1 support for phone system issues.
Collaborates with the SNB IT Services Manager or the phone system vendor to resolve more complex phone system issues.
Teller Terminals (10%)
Installs teller terminal hardware.
Implements teller software updates authorized by the Application Support Specialist.
Other Duties as Assigned (15%)
Keeps informed of technological advancements and emerging developments.
Supports IT Services Manager with software and hardware deployments, as well as tracking.
Notifies management promptly of any unusual issues or transactions.
Provides suggestions to IT Services Manager for improving operations and preventing potential problems.
Performs other duties as required and assigned.