Job Description

Information Technology Support Specialist

The position of IT Support Specialist is responsible for providing general and technical support assistance to users of the Bank's local, wide, wireless, Internet, and Intranet networks, telephone and Voice Over IP (VoIP) systems, and all related software programs.

What Makes Generations Bank Different?

At Generations Bank, we prioritize a diverse and talented group of people who are encouraged to bring their full self to work. We are committed to a common goal, serving our community. Our four core values are more than words; they're at the heart of everything we do. We believe a team with a strong culture and unified purpose is better in the long run.

Core Values:

Accountability : We believe our work commitments should be done fully, and lending a hand to fellow team members isn't optional.

Relationships : We believe when we treat our team and customers with humility, dignity, and pride we reach the highest potential.

Communication : We believe in proactively sharing ideas and information.

Stewardship : We believe each team member should care for our assets and opportunities as if they were their own.

If you share a common vision in our culture and core values, we encourage you to apply.

What does a Generations Bank IT Support Specialist Duties Do? The responsibilities listed below are representative of the knowledge, skill, and/or ability to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

• Level 1 IT Support; primary Ticketmaster; if tickets cannot be solved in 1 hour or less, move to Level 2.
• Perform the daily BeB H360 file transfer.
• Update and maintain the Five 9 On Hold recordings.
• Sets up new users on all bank systems.
• Remove users on all bank systems.
• Manages the IT assets to keep track of "who is assigned what."
• Assists with projects as assigned.
• Creates and maintains IT documentation and instructions.
• Provides direct and telephone support to Bank personnel with respect to the Bank's local, wide, wireless, Internet, and Intranet networks, telephone and Voice Over IP (VoIP) systems, and all related software programs; answers questions of a general nature; provides step-by-step technical instruction and support; trouble-shoots and resolves problems; logs issues into the Bank's information technology case system to ensure events are properly reported and resolved within established quality service level guidelines.

Other Information

The normal schedule is a rotation and is Monday - Friday either 7:30 am to 4:30 pm or 8:30 am to 5:30 pm. Saturday is on a rotation basis, normally one Saturday a month. After hours on call is a rotation and normally one week per month and coordinated with the scheduled Saturday.

After hours is required frequently for system updates and maintenance.

What Are The Requirements? These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

BASIC QUALIFICATIONS - you must have these to be considered for this role:

• High school diploma or equivalent (GED)
• Two-year college degree or one or more years of technical support experience
• Ability to perform the essential functions and physical demands of the job as listed above.
• A valid driver's license.

PREFERRED QUALIFICATIONS - if you have these you will stand out:

• Experience in business/enterprise computer maintenance, diagnostics, troubleshooting, documentation, and problem resolution.
• Knowledge of business/enterprise computer imaging, software installation and support, and implementing standard desktop and laptop solutions.
• Proficient in business/enterprise printer installation, configuration, component functions, driver installation, maintenance, and repairs.
• Thorough understanding of LAN/WAN network hardware, implementation, and support.
• Knowledge of virtual server environments, network folder access, and drive mappings.
• Excellent interpersonal and communication skills.
• Outstanding customer service.
• Maintain accurate inventory of computer assets throughout the product lifecycle, including procurement, shipping, deployment, decommissioning, and disposal.
• Provide training and technical assistance to users.
• Maintains basic knowledge and awareness of financial industry technical status and trends.
• Document tickets with applied solution.
• Skill to articulate thoughts clearly and listen actively.

Why should I apply?

• Competitive Wages
• Comprehensive and affordable medical, dental and vision benefits
• Paid time-off program
• Company-paid holidays (11 annually)
• 401(k) with Company Match
• Company-paid Basic Life Insurance
• Company-paid Short-Term Disability
• Employee Assistance Program
• Paid Maternity and Paternity Leave
• Training and Advancement opportunities
• Company-sponsored volunteer opportunities

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