General Position Scope

Under the general direction of the Systems Engineering Manager, this role is crucial to optimizing the use of computer systems across the organization. Responsibilities encompass installation, needs analysis, support, and troubleshooting for networked computers and servers. The role mandates the development and maintenance of system processes, efficient ticket management, and assurance of network and system performance. Exceptional customer service is a key expectation. Additionally, the role necessitates proactive engagement in cybersecurity initiatives and the practical implementation of service improvement strategies.

Primary Duties And Responsibilities

Provide both onsite and remote support for the installation of BankPlus hardware, software, and other equipment.

Diagnose and troubleshoot hardware and software issues on PCs, laptops, and peripherals.

Develop, document, improve, and automate system imaging, IT asset management, and related processes and procedures.

Maintain and update operating processes, procedures, and documentation.

Provide initial response to requests and incidents, manage the problem resolution process, and handle the escalation process to the IT manager or IT staff as required.

Maintain, implement, and support proactive monitoring of network systems and infrastructure.

Troubleshoot PC, network, and system performance issues.

Troubleshoot and support the cybersecurity and vulnerability management objectives of BankPlus systems.

Research software, hardware, and techniques to improve problem resolution and service delivery.

Recommend hardware and software solutions, including equipment purchases and upgrades.

Assist with disaster recovery preparedness and testing exercises.

Provide excellent customer and end user service and ensure end user satisfaction.

Effectively and timely communicate with end users to understand their technical issues & needs.

Communicate highly technical information to both technical and non-technical personnel.

Maintain a thorough knowledge of Bank products, services, policies, procedures, and appropriate regulatory issues as related to daily job functions including but not limited to: Bank Secrecy Act; Privacy Act; Fair Lending Act; Regulation E, etc. Complete required compliance training and adhere to the Bank's standard of conduct.

Other duties as requested.

Participation in the Bank's High-Performance Rewards Connections program.

Make referrals to the Mortgage Center and Wealth Management.

Position Requirements

Minimum two (2) years' experience supporting Windows PC or Server environments, working knowledge of Microsoft Entra, Microsoft Intune, Networking, IT Helpdesk experience, or equivalent training and certifications.

Excellent verbal and written communication skills.

Ability to troubleshoot errors with programs and/or processes.

Work independently in a team environment and be able to perform quality work in a high-pressure situation.

Available to be on call and work after hours as required.

BankPlus

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