IT Support Specialist - FIRST BANK OF THE LAKE

Scope-Purpose

Under the direction of the IT Manager, this position serves as the primary contact for desktop support for First Bank of the Lake. They will provide evaluation and support for the day-to-day IT activities.  This position supports the First Bank of the Lake team and clients.

Functions and Responsibilities

    Provide day-to-day IT/Desktop functions for an environment of approximately 200 users.

• Answer inbound troubleshooting calls and emails.
• Assist team members with resolving IT issues.
• Assist team members with exceptional customer service with their personal phones, laptops, tablets, etc.
• Assist with the following hardware issues: desktops, laptops, servers, copiers, printers, and peripherals.
• Answers inquiries and clarifies desired information, researching, locating, and providing accurate information, including education to team members with solutions.
• Assist in developing systems and procedures to deliver quality service to end users.
• Update job knowledge by participating in educational opportunities.
• Assist in identifying new/replacement equipment requirements.
• Assisted the IT manager in completing IT risk assessments, cybersecurity risk assessments, disaster recovery testing, audit preparation, and audit tracking.
• Other duties as assigned.

Education/Experience

• Minimum of one year working in a technical operating capacity
• Previous experience working on help desk tickets or desktop support preferred.
• Experience in a banking-related environment preferred.
• High School graduate or equivalent required

Knowledge/Skills

• Excellent organizational and analytical skills
• Understanding of and adherence to all data and physical security and confidentiality policies and procedures
• Exceptional customer service skills

Other Requirements

• Full-time weekday position. Requires occasional evening and weekend hours to assist with off-hour IT tasks.