Technology Support Center Specialist

Classification: Non-Exempt

Reports to: Technology Automation Manager

Summary/Objective

The Technology Support Center Specialist’s responsibility is to deliver quality customer service to internal staff proving a single point of contact, receive internal customer requests and resolve problems using all technical resources, making certain that all requests and problems are addressed.

Primary Functions

1. Expedite and complete work requests and problems received through the Technology Support Center or address request requirements. Communicate clearly to coordinate colleagues and all technical resources to meet internal customer expectations. Provide technical assistance to all Bank employees as required.
2. Log all customer requests, inquiries and problems and track them through completion; escalate issues as needed to management. Maintain strict inventory control on all requests and problems; summarize and manage report information and processing statistics.
3. Follow through on repetitive inquiries and problems and create solutions that will prevent future requests and queries.
4. Assist the Technology Automation Manager as required including activities necessary in the absence of the Manager.
5. Assure compliance with all regulation and guidelines as well as bank and departmental policies and standards.

Secondary Functions

1. Monitor and assist in developing enhanced systems, procedures and training for staff.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Supervisory Responsibility

This position does not have any supervisory responsibilities.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and fax machines.

Physical Demands

1. Prolonged periods working at a desk.
2. Must be able to transport up to 30 pounds at a time.
3. Must be able to access and navigate each location’s facilities.
4. Occasional bending, stooping, and stretching may be required.

Position Type/Expected Hours of Work
This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5:00 p.m. Will be required at times to work outside usual hours of business in order to support servers, systems and services without impeding access to these servers and services during usual business hours. Must be willing to rotate an on-call schedule including evenings and weekends.

Travel
Some travel is expected for this position.

Required Education and Experience

1. High School Graduate or GED.
2. Proficiency in Microsoft Windows, Word, Excel and Outlook.
3. Excellent customer service, verbal and written communication skills and organization skills.

Preferred Education and Experience

1. Post High School Education or 2 years of related experience.
2. CompTIA Network+

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.