Systems Support Specialist

Position Summary:

As a team member on the Help Desk, the Systems Support Specialist level I and the System Support Specialist level II provides first-line assistance to end users with all technology issues.

Duties and Responsibilities Level I:

1. Provides first level technical support for end users by answering phone requests and helpdesk tickets; prioritizes and properly tracks requests through completion; works to resolve system, software, or hardware related issues; with a goal of resolving Incidents and completing Requests on the first attempt. Communicates with staff the status of pending issues. 
2. Maintain company intranet; keep company’s intranet updated with information supplied by LOB; ensures all shared documents and links are up-to-date; assists users with internet questions and problems.
3. Performs work on hardware such as laptops, printers and other equipment; prepares replacements; images machines; moves workstations; performs repairs; replaces parts; performs desktop to laptop migrations, works with vendor for warranty repair.
4. Set up and train new users during employee onboarding; provides training on equipment.
5. Acts as systems administrator; adds changes and deletes users on various systems; controls access to secure systems.
6. Performs other tasks occasionally to back up other department members or other departments such as opening, scanning, and GL coding of invoices; sets up conference calls.
7. Other duties as required.

Technical Expertise Level I

1. Experience in network administration is required.
2. Experience in troubleshooting IT problems is required.
3. Experience in computer hardware is required.
4. Experience in financial services or banking is preferred.
5. Experience in project management is preferred.
6. Proficiency in MS Office [Outlook, Excel, Word] or similar software is required. Remote Desktop, Cleartouch, software is preferred.

Education and Experience Level I

1. Education: High School Diploma or equivalent is required; Bachelor’s degree in Information Technology or Business Administration is preferred.
2. Certification: None.
3. Years of experience: 3 to 5 years is required.
4. Years of experience supervising: None.

Duties and Responsibilities Level II:

The System Support Specialist II is an escalation point for System Support Specialists I and includes the job duties and responsibilities listed above as well as:

1. Works with the Service Desk software to assure tickets are completed in a timely manner and to create Knowledge Base articles as necessary. 
2. Plays a significant role in the annual technology refresh project. Identifies the equipment to be replaced and schedules the deployment.
3. Provides training to other staff on technical issues as needed.
4. Serves as Fiserv vendor contact and Cleartouch Administrator. Works with the different Fiserv business units and LOBs to make sure Fiserv services are being optimized in alignment with strategic business initiatives.
5. Work with Vendors to manage third party applications and hardware.
6. Travels to affiliate banks when needed for hands-on support (locations in the Cincinnati, Columbus and Lexington, KY areas).
7. This position will require the ability to work flexible times including occasionally working beyond normal business hours on an “as needed” basis.

Technical Expertise Level II

On top of the technical expertise listed in level I, level II includes:

1. Experience with Cleartouch Administration is preferred.

Education and Experience Level II

On top of the education and experience listed in level I, lever II includes:

1. Certification:
2. CompTIA: A+, Network+, Security+ (one or any combination) preferred
3. Microsoft Certifications: MTA or MCSA preferred
4. ACSP and HDI-SCA will also be considered.
5. Years of experience: minimum of 5 years is required.

Physical Environment for Both Levels

• While performing the duties of this job, the employee is regularly required to lift, walk, stand, sit, bend, reach with hands and arms, climb, push/pull, use hands, and see, hear and speak.
• The employee must occasionally lift and/or move up to 40 pounds.
• The noise level in the work environment is usually quiet to moderate.
• This position is performed in an office setting, six days a week with typical work hours being 8.30a through 5.15p Monday through Friday and 8:30a through 12:00p Saturday Able to work frequent overtime including weekends and evenings. Able to drive to branch locations.