IT Support Technician I

Position Summary

Under limited supervision, responsible for providing first-response technical assistance and support for TTCU computer systems, hardware, and software. Interacts with internal customers to provide positive issue resolution and escalates unresolved issues in a timely manner. Monitors and executes system reports for morning or evening shift. Supports future planning needs of business continuity planning, system upgrades, and documentation. Performs duties in compliance with regulatory requirements including, but not limited to, the Bank Secrecy Act.

Supervises: None

Essential Job Functions and Responsibilities

* Respond promptly to user requests for assistance in operating information systems in the process of doing their assigned functions. Report information systems problems to IT management including hardware and software issues, system unavailability, unacceptable response time, unauthorized access, missing files, and virus infections.

* Perform user administration and reset user access control privileges including, , verification of identity and e-mail mailbox\public folder management, in response to management instructions. Work with the Information Technology management to ensure that all information security and business continuity requirements are met.

* Assist with the movement of new software into the production environment to ensure that only authorized software is used to process production information. Conduct equipment hardware maintenance at corporate office and at remote locations, including setup of new equipment and disposal of obsolete items, so that systems remain stable and working effectively and efficiently. Follow troubleshooting steps to isolate, diagnose, and resolve problems dealing with systems hardware. Provide server and networking support as requested by management

* Assist with projects as needed and as requested by management.

Minimum Qualifications

Educational Requirements

High School Diploma or GED required.

Certificates/Licenses

Reliable transportation is required.

Experience

Experience in customer-facing support or retail work: 2 Years

Experience in helpdesk user support and hardware/software break fix: 2 Years, preferred

Position Competencies

Decision Making - Makes prompt decisions, even when they involve risk; makes difficult decisions, even when they involve tough choices; makes well-informed and considered decisions; takes responsibility for results.

Dependability - Takes direction from others; adheres to regulations, policies, procedures, and legal obligations; is punctual and reliable; performs work in a safe and secure manner, prioritizing the safety and security of individuals, materials, and information.

Initiative - Tackles demanding goals enthusiastically; seeks out progressively more difficult assignments and roles; proactively identifies and acts on opportunities and improvement areas; accomplishes work autonomously; strives to outperform others.

Communication - Understands spoken information; speaks clearly and understandably; presents with confidence; gauges audience reaction, interest, and understanding, and adjusts communication style or content accordingly.

Learning - Identifies the information needed to address an issue; gathers information from routine and non-routine sources to support decision-making; assimilates new information quickly; masters new techniques easily.

Additional Requirements

Job Knowledge

* Basic computer skills in Microsoft products (Office, Azure, Active Directory, OneDrive, etc.) and remote desktop support

* Knowledge of customer service best practices

Working Conditions

Work Environment

* Shared work area, i.e., cubicle

Physical Demands

* Must be able to remain in a stationary position (e.g., sitting at a desk) for extended periods.

* Occasional movement around the office to attend meetings or collaborate with team members.

* Ability to operate a computer and other office equipment as needed.

Travel:

* Occasional travel for meetings, conferences, and industry related events.

Employee Statement of Understanding

I have read and understand the job description for my position. I understand that my supervisor may assign additional projects and/or responsibilities not covered in the description.

I am able to perform all of the essential functions of this position.

I agree to comply with the corporate compliance policy and all laws, rules, regulations, and standards of conduct relating to my position. As an employee, I understand my duty to report any suspected violations of the law or the standards of conduct to my immediate supervisor.

As an employee, I will strive to uphold the mission and vision of the organization. All employees are required to adhere to the values in all their interactions with members and fellow employees.