IT Support Technician - Level I

E

30%

End User Support & Service Desk Operations
 • Provide technical support to end users for all bank related programs, systems, and approved applications
 • Receive, respond to, document, and track user issues through the IT ticketing system
 • Gather information to diagnose problems and determine appropriate corrective action
 • Recognize priority or high impact issues and escalate according to established procedures
 • Route support requests to the appropriate technician or IT team when necessary
 • Provide ongoing guidance and support to bank personnel in the use of end user hardware and software

E

10%

User Access & Security Administration
 • Create, modify, and remove user accounts and system access based on approved requests
 • Produce and process documentation/forms related to user additions, moves, and changes
 • Execute onboarding and termination access actions promptly and securely
 • Implement approved access changes related to promotions, transfers, and role changes
 • Maintain accurate access records to support audit, compliance, and security reviews

E

10%

Hardware, Software & Endpoint Support
 • Install, configure, support, and maintain desktops, laptops, printers, scanners, terminals, and peripheral devices
 • Troubleshoot hardware, software, and endpoint connectivity issues
 • Perform hardware repairs, component replacements, and approved system upgrades
 • Assist in upgrades and changes to bank hardware and software systems
 • Support stable branch and office operations by responding to component failures and technical issues

E

10%

Branch Support & Vendor Coordination
 • Perform onsite visits to branches and offices for escalated support issues
 • Coordinate with vendors and internal IT teams to resolve complex hardware, software, and network problems
 • Assist with workstation setups, moves, and changes across bank locations

E

10%

Document Imaging & Business Application Support
 • Assist departments in submitting documents and working through workflows within the bank’s document imaging platform
 • Troubleshoot user and workflow issues related to imaging and document management processes

E

10%

Standards, Compliance & Recoverability
 • Follow IT standards for security, control, confidentiality, and recoverability
 • Assist in maintaining compliance with bank policies and regulatory requirements
 • Participate in disaster recovery testing and recovery readiness activities as assigned
 • Coordinate with other IT staff to ensure computing standards are implemented and maintained

E

10%

Asset & Documentation Responsibilities
 • Maintain accurate inventory records for end user devices and related equipment
 • Document work performed clearly and thoroughly to support audits and operational continuity

E

10%

General Responsibilities
 • Provide reliable, professional IT support to all bank personnel
 • Maintain confidentiality of sensitive bank and customer information
 • Perform other job related duties as assigned

1.

To comply with the letter and with the spirit of the bank's Code of Business Conduct and Ethics.

2.

To maintain the confidentiality of customer and any other sensitive information.

3.

To be punctual and have regular attendance.

4.

To acquire and maintain a working knowledge of regulations and bank procedures; to comply with the provisions of the Bank Secrecy Act and other laws and regulations.

5.

To troubleshoot hardware and software problems in a timely manner.

6.

To provide resolutions while taking schedules and deadlines into consideration.

7.

To install appropriate hardware or software within the specified time frames.

8.

To provide friendly, professional and accurate service and support to all customers and employees.

9.

To maintain and add to technical knowledge of computer hardware and software to ensure the bank has the ability to achieve it's goals.

10.

To complete required training and undertake additional training as needed to increase job knowledge and maximize productivity.