IS Support Specialist

What You’ll Do

The IS Support Specialist is responsible for assisting the Bank’s end users with several systems, including but not limited to phones, application support, login support, and PC setup. They also investigate and resolve software and hardware issues and ensure resolutions are made.

Responsibilities Include

• Respond to incoming support requests for assistance with hardware, software, networking, and other computer-related technologies
• Log and track calls using help desk software and maintain history records and documentation of solutions
• Identify and research user problems, with proposed resolutions while referring more complex problems to leadership
• Analyze and evaluate incident reports and make recommendations to reduce help line incident rates
• Communicate with vendors to request service and support for products and systems
• Provide user training as needed on software and hardware
• Manage the installation of hardware and workstation setups
• Provide tier I support for the network and directory infrastructure
• Document processes and procedures specific to user support, provisioning and setup
• Comply with all applicable Banking compliance rules and regulations established by both internal departments and external agencies

What You’ll Need to be Successful

• Problem-solving Skills – identify and resolve problems in a timely manner; gather and analyze information skillfully; develop alternative solutions if needed
• Technical Skills – specialized technical skills in PC and Network environment; pursue training and development opportunities; strive to continuously build knowledge and share expertise with others
• Customer Service – manage difficult or emotional customer situations; respond promptly to customer needs; meet commitments
• Oral Communication – speak clearly and persuasively in all situations; listen, get clarification and respond well to questions
• Written Communication – write clearly and informatively; edit work for spelling and grammar; present numerical data effectively; able to read and interpret written information
• Teamwork – balance team and individual responsibilities; exhibit objectivity and openness to others' views; give and welcome feedback; contribute to building a positive team spirit; able to build morale and group commitments to goals and objectives; support everyone's efforts to succeed
• Adaptability – adapt to changes in the work environment; manage competing demands; change approach or method to best fit the situation if needed; able to deal with frequent change, delays, or unexpected events
• Attendance/Punctuality – consistently at work and on time; ensure work responsibilities are covered when absent; arrive at meetings and appointments on time
• Dependability – follow instructions and respond to management direction; take responsibility for own actions; commit to long hours of work when necessary to reach goals
• Compliance – consistently adhere to Bank policies and regulations, reinforce training to ensure that Bank employees are aware of UDAAP and do not harm consumers with any act that could be misleading, unfair, deceptive, or abusive in act or practice

Qualifications

• High school diploma or GED Required
• Associate's degree or equivalent from two-year college or technical school preferred
• 2 years’ related experience and/or training; or equivalent combination of education and experience required
• Specialized knowledge or ability in one of the following areas:
  • Servers, desktops, laptops, printers
  • Phone systems
  • Database and reporting
  • Active Directory
  • Office 365
  • ITI systems and networks
• Strong PC/networks background; knowledge of Bank operations is preferred but not required

Why You Should Apply

• Full-time position with excellent compensation and benefits package
• Generous time off programs
• Bonus program
• Profit-sharing
• Discounted stock purchase program
• Excellent growth and development opportunities
• And much more!

Pay Range: $25.00-28.00/hour

The purpose of this job description is to provide a summary of duties related to the position. It is not intended to be all-inclusive. The employee will perform other reasonable business duties as assigned by supervisor or other management.

First Northern Bank does not discriminate based on race, color, religions, sex, gender identity, age, national origin, marital status, pregnancy, disability, or any other protected status.

The duties outlined in this description are subject to modification or change by the organization, at any time, with or without notice.