Systems Support Officer

Oriental Bank

4d•Hybrid

About The Position

The Systems Support Officer is responsible for supporting, maintaining, and troubleshooting the Bank's desktop computing environment, including computer systems, laptops, peripherals, printers, mobile devices, and related technology resources. This role ensures optimal workstation performance, provides technical support to end users, and contributes to the efficient operation of the organization's technology infrastructure.

Requirements

Bachelor's degree in Computer Science, Information Systems, Information Technology, or a related field is required.
Minimum of two (2) years of experience supporting desktop and laptop hardware, software, peripherals, and network-connected equipment.
Minimum education and experience requirements may be substituted with an equivalent combination of education, training, and experience that provides the required knowledge, skills, and abilities.
Working knowledge of desktop operating systems, networking concepts, hardware troubleshooting, and technology support best practices.
Strong analytical, problem-solving, and troubleshooting skills with attention to detail.
Excellent customer service and interpersonal skills.
Ability to prioritize multiple tasks and work effectively in a fast-paced environment.
Strong verbal and written communication skills in both Spanish and English is required.
Proficiency in Microsoft Office applications including Word, Excel, PowerPoint, Outlook, Teams, and related productivity tools.
Legally authorized to work in the US is required.
This position is of indefinite duration and requires candidates to have permanent or ongoing work authorization.
Employee is responsible for maintaining eligible work authorization throughout his tenure with the organization.

Nice To Haves

Network+ and A+ preferred.
Troubleshooting and technical problem resolution.
Customer service excellence.
Problem-solving and analytical thinking.
Technical issue analysis and diagnosis.
Teamwork and collaboration.
Ability to learn and adapt to new software, hardware, and technologies.
Hardware and software diagnostics.
Knowledge of operating systems.
Networking fundamentals.
Desktop support and maintenance.
Ability to communicate technical information clearly and effectively to end users.
Mobile device support and troubleshooting.
Utilization of Artificial Intelligence (AI) tools to enhance productivity and efficiency.
Process documentation and record integrity.
Maintenance of technical documentation and work records.
Inventory control and asset management.

Responsibilities

Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.
Install, configure, test, maintain, monitor, and troubleshoot end user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products in order to deliver required desktop service levels.
Collaborate with Technology team members to ensure efficient operation of the organization's desktop computing environment.
Support development and implementation of new computer projects and new hardware installations.
Participates in the deployment, maintenance, repair and general support and upgrade of desktop hardware, software, operating systems and printers.
Assists the bank employees with desktop issues, both via the Help Desk, On-site visits or remotely.
Identifies user’s hardware & software needs, provides immediate assistance or refers needs to the proper department
Repairs and maintain user desktop, printer and/or scanner hardware when required.
Defines users, user group, and access privileges to end users for files and other resources.
Helps maintain overall network in optimal performance by monitoring and analyzing their components
Follows standards and procedures to ensure that PC, printing and related resources are available.
Ensure issues are resolved in minimum time, and service requests are completed in an efficient and effective manner.
Maintains desktop resources in accordance with the established standards
Perform other duties as assigned.