IT Network Technician I

DescriptionPosition: IT Network Technician I

The responsibility of an IT Network Technician I is the installation, monitoring and maintenance of all Five Points Bank hardware and software assets, as well as, providing first tier support for end-user calls to the Help Desk. Due to the large and complex nature of the IT infrastructure some degree of specialization in certain areas may be necessary while a general proficiency with all areas is still required.

Position Requirements:

Provide level one technical support for all software and hardware issues that impact end-user productivity, as well as, escalation of issues as needed for additional support.
Provide general day-to-day support for the operations of end user desktop environment, printing, and associated hardware and software.
Setup, Installation, maintenance, and troubleshooting computer hardware and peripherals to ensure functionality for user by end users on a day-to-day basis.
Support and maintain local area network access in ways that optimize performance. This includes cable management in work areas and server racks, as well as power distribution to ensure adequate protection.
Monitor IT assets, alerting appropriate personnel and responding to performance issues or outages as needed.
Receive and respond to incoming support tickets, phone calls, and email requests in a timely manner.
Provide timely updates on status and resolution of support tickets.
Assist with software installations, upgrades, and patching as necessary.
Assist in execution of business continuity and disaster recovery plans.
Assist with day-to-day management of the Help Desk ticketing platform, asset inventory, and documentation.
Perform testing of hardware and software products in support of procurement efforts and ongoing support.
Ability to take direction for performance of tasks and work in a highly-motivated team environment.
Provide high-quality customer service during phone, email, and in-person support opportunities.
Serve in an on-call rotation with other staff members to support after-hours and weekend support calls.
Support and enforce established policies and procedures.
All other duties as assigned.

QualificationsKnowledge & Experience:

Proficient with Microsoft Desktop operating systems, desktop software, and standard desktop security practices.
Working knowledge of standard networking protocols, operating systems, software, and standards.
Fiserv Premier banking applications
Microsoft Office applications (Work, Excel, Outlook, Access, etc.)
Proficiency with software-based ticketing system and asset inventory
Strong hands-on troubleshooting experience necessary
Knowledge of bank operations and procedures

Education/Training:

Associate degree in related field and/or two (2) years related IT field experience.

Personal Attributes:

Strong interpersonal skills and relationship-building skills
Effective written and oral communication skills
Accurately analyze and troubleshoot issues and problems
Good organizational skills
Ability to maintain composure in stressful situations
Self-motivated and directed
Keen attention to detail
Experience working in a team-oriented, collaborative environment
Strong customer-service orientation

Status/Standard Schedule:

Hourly position generally Monday through Friday. Will require evenings and weekends depending on program upgrades, project schedules and maintenance needs. Serve in an on-call rotation with other staff members to support after-hours and weekend support calls.