System Support Specialist I

Enterprise Bank & Trust was founded in the spirit of entrepreneurship and community. From the small mom-and-pop coffee shop to the large construction company that employs local people, our goal is to help businesses succeed and our communities thrive. 

With offices in Arizona, California, Florida, Kansas, Missouri, New Mexico, Nevada and Texas, we’re strong, growing and committed to supporting the communities we serve. We extend this commitment to the community to our associates, offering annual paid volunteer time off and charitable-matching opportunities. Voted a Best Bank to Work For by American Banker for multiple years, we offer our associates an array of benefits and the opportunity to chart their own career path with us. Join us in the pursuit of our mission to guide people to a lifetime of financial success, and enjoy a career filled with professional growth opportunities, interesting colleagues and the satisfaction of supporting our communities. 

Together, there’s no stopping you!

Summary:

Provides basic to intermediate technical support to associates employing a high degree of customer service, technical expertise and timeliness. Supports a variety of issues through identification, research, and resolution of technical problems.  Manages and tracks trouble tickets and phone calls  in the Help Desk ticketing system. Follows established standards and procedures in resolving problems. 

Essential Duties and Responsibilities:

• Performs general technical support and troubleshooting of desktop systems hardware and software, printers, multi-function printers, scanners, video conferencing systems, mobile devices and other technologies as defined and required.

• Investigates system issues and provides solutions using specific product knowledge, system tools and established methods and procedures. Documents solutions and maintains help desk ticket information and transactions.

• Provides first line technical support to internal clients across all markets utilizing remote and in person assistance. 

• Works with vendors and the IT team to resolve problems and support other projects.

• Researches, updates and documents technical processes and procedures in IT Knowledgebase.

• Manages and tracks Help Desk tickets and phone calls in the Help Desk ticketing system.

• Responsible for computer equipment deployment and changes for associates and departments. 

• Supports efforts to simplify and enhance the associate experience. 

• Completes system patching.

• Performs application support and upgrades as needed.

• Performs other duties as assigned.

Qualifications:

• Ability to multitask within a fast-paced environment while maintaining company and department standards with a high attention to detail.

• Problem solving and troubleshooting skills

• Ability to utilize independent judgement and decision making skills

• Strong  written and verbal communication and customer service skills

• Strong desire and ability to learn

• Motivated and open to change

• Willingness to work on issues outside comfort zone in order to gain personal and organizational knowledge 

• Ability to work independently or on a team

• Ability to maintain confidentiality in dealing with personal and sensitive data

• Ability to present ideas in a user-friendly, business-friendly manner

Supervisory Responsibilities:

• None

Education and / or Experience:

• High school diploma or GED or equivalent

• 1-3 years customer service, banking, or technical support experience preferred

• Basic technical understanding of desktop/laptop hardware and software. The ability to reload an end user Windows bases PC operating system and application is a must. Basic hardware troubleshooting is also critical.

Computer and Software Skills:

• Skilled in operation of a personal computer, including Microsoft Word, Excel, and Powerpoint

• Windows Operating System

• Mobile Device Support (Android, iPhone)

• Application Security Permissions

  • Salesforce, Google Apps, Bankway Browser, Active Directory preferred

Certificates, Licenses, and Registrations:

• None

Additional Information:

• Position is required to be on call on a regular and routine basis.

• Periodic after hours work will be required to support upgrades and patches outside business hours.

• Position will be remote and on-site as needed to deploy and support equipment at our locations.

• Must be able to sit for long periods of time, carry and deploy equipment weighing at least 20 lbs.

• May need to crawl under desks to plug in and connect hardware. 

• Travel to area locations may be required.

Equal Opportunity Statement:

Enterprise Bank & Trust is committed to helping individuals with disabilities participate in the workforce and ensuring equal opportunity to apply and compete for jobs. If you need an accommodation in order to apply for a position at Enterprise Bank & Trust please contact Human Resources at [email protected].

Enterprise Bank & Trust is committed to managing our business and community relationships in ways that positively impact our associates, clients, and the diverse communities where we work and live. We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, gender identity or protected veteran status and will not be discriminated against on the basis of disability. All employment offers are contingent upon the applicant successfully completing both drug and background check screenings. If you would like more information about your EEO rights as an applicant under the law, please click HERE.