Technology Support Specialist I

Summit Bank•Eugene, OR

About The Position

Under the direction of the Technology Support Supervisor, the Technology Support Specialist I provides and performs Tier-1 technical support (initial contact, gather information, symptoms analysis, troubleshoot, and fix or escalate using established processes and procedures) for computers, systems, services, devices, peripherals, phones, and software. The Technology Support Specialist I also provides end-user assistance for access to systems, services, and network. Provides technical advice and guidance to office and administrative personnel.

Requirements

Associate degree in MIS, computer science, or technology-related field or an equivalent combination of education/certification and experience.
Minimum of 2 years of experience providing Tier-1 level support for end-users with technology and business service needs. Experience requiring organization, prioritization, troubleshooting, confidentiality, timeliness, and working independently to successfully install, configure, maintain, and support Windows desktop operating systems, various devices, peripherals and related software.
Experience, and commitment to, providing exceptional customer service.
Technical analysis and problem-solving skills.
Ability to effectively prioritize and execute tasks.
Organizational ability, concentration skills and attention to detail.
Ability to handle interruptions and return to and complete tasks in a timely manner.
Demonstrated proficiency with Windows OS, Microsoft Office applications, browsers, mobile devices (iOS & Android).
Strong working knowledge of networked drive mappings, file/folder structures, computer peripherals support, Windows imaging software, telephony, and utilizing help desk ticketing software.
Knowledge of computer security best practices at the desktop level.
Ability to coordinate, research, and analyze special projects/reports.
Ability to work well with people and resolve simple situations/problems.
Ability to communicate clearly and calmly on the telephone, e-mail and in person to use effective customer service techniques with colleagues who may be under stress.
Ability to work as part of a team, with experience in an Information Technology team environment.
Ability to maintain confidential information.
Valid Driver's license and insurance and the ability to drive between office locations.
Have working knowledge of banking laws and regulations including but not limited to Gramm–Leach–Bliley Act (GLBA), Bank Secrecy Act, and how they relate to the responsibilities of the position.
Intermediate typing skills to meet production needs of the position.

Nice To Haves

Banking IT experience preferred.
Knowledge of banking applications or experience providing technical support in a banking/financial institution environment.

Responsibilities

Acts as initial contact, first level Tier-1 support, for all technical support issues.
Provides troubleshooting, fix and/or escalation for computer issues using basic technical troubleshooting and analysis methods for issues by providing onsite and remote support to office and administrative personnel via phone, e-mail, and in-person.
Monitor, respond to, and maintain issue tickets in help desk software to record and log support requests. Create, respond, resolve, and document tickets in a timely manner according to service level agreements or assigned completion dates. Generate monthly/quarterly help desk report metrics.
Assist in performing user account administration, including user password resets/unlocks, provisioning employee e-mail, phone, file stores, network, service, and application accounts.
Perform installations, upgrades, moves, and changes for computer workstation hardware and software, printers, and other peripheral devices.
Basic professional understanding of safe computing practices, and overall best practices for desktop computer security and end-user systems and software.
Occasional contact with outside vendors for assistance and support in technical troubleshooting.
Assist in maintaining a physical inventory of all bank-owned technology assets.
Assist in maintaining patches & updates.
Provide basic telephony support for the phone system.
Stay current with changes and latest technological trends as it relates to desktop system support and services.
Maintain a technical working knowledge of services or products supported by the department.
Occasional travel to offices as necessary for training, installations, and computer maintenance.
Assist the department in keeping all documentation and procedures updated and accurate.
Assist with special projects and other assignments as assigned.
Maintain work area in a clean and orderly manner.
Completes assigned Compliance Training.
Provides excellent personal customer service to all office and administrative personnel by treating people with respect; keeping commitments; inspiring the trust of others; working ethically and with integrity; upholding organizational values; accepting responsibility for own actions.
Follows policies and procedures; completes administrative tasks correctly and on time.
Applies good judgment in decision making and sees beyond immediate assignments and acts on opportunities and problem areas.
Performs position safely, without endangering the health or safety to themselves or others and reports potentially unsafe conditions.
Works according to established schedules, arriving on time and with a positive attitude.