PRIMARY RESPONSIBILITY:
The Technical Support Specialist (TSS) is the primary face of IT support, providing high quality customer service and hands on support to all end users. Along with support, the TSS will also be responsible for the supporting systems used in IT to support those users, including administration and maintenance, with systems ranging from ticketing, imaging, and remote access. The TSS will also participate and support in larger IT projects, implementations, and deployments.
ESSENTIAL FUNCTIONS:
- Primary responder and administrator for all support tickets, ensuring a timely response, problem research and troubleshooting, and resolution. Escalate any issues that require additional support.
- Support in the selection and integration of internal IT tools and systems
- Continually strive to identify and streamline internal processes, root causes, and suggest improvements
- Research and suggest new systems and services to better support users and reduce maintenance tasks
- Administer internal IT tools including imaging systems, remote access, monitoring, user access, and ticketing.
- Perform troubleshooting to isolate and diagnose workstation, printer, telephone, and peripheral device issues.
- Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software.
- Administer user access including documentation and all adds/delete/changes
- Deploy software, patches, and updates when necessary as part of user support
- Create and update IT documentation as needed.
- Maintain the inventory of workstation assets
- Must be willing to occasionally work after hours, including evenings and weekends when needed.
- Ensures safety and confidentiality of data and systems by adhering to the organizations information security policies.
- Active participation in demonstrating the behaviors outlined in the GRB Experience.
EDUCATION AND EXPERIENCE:
Associate’s Degree in IT/Technology related field with a minimum of 2 years of technical support experience or the equivalent combination of education and experience.
- Certification in CompTIA/Net+ and/or Microsoft is preferred.
- Excellent troubleshooting skills & ability to quickly diagnose and fix hardware/software/network issues.
- Proficient working knowledge of desktops, laptops, Windows operating systems, printers, mobile devices, networking, and peripherals.
- Demonstrate a willingness to learn and apply new technology.
- Ability to troubleshoot quickly and patiently with end users, display a respectful bedside manner, and have a customer service focused approach.
- Ability to multi-task and manage multiple priorities
- Self-starter and motivated to make improvements, learn, and change
COMPETENCIES:
- Provide a remarkable client experience. Greet clients with warmth, genuine interest and a smile.
- Lead by example. Identify current or potential problems, take ownership and see them through to resolution.
- Act as a unified team. Possess strong interpersonal skills including the ability to proactively communicate with and help others, within and across departments.
- Ability to work independently. Seek and incorporate feedback on your performance from management, coworkers and clients.
- Demonstrated PC literacy.
- Strong verbal, writing, problem-solving and customer service skills both technical and non-technical required.
- Ability to handle highly confidential information with sensitivity, tact and discretion.
- Ability to learn new technology and practices quickly.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to use hands or fingers, handle, or feel and reach with hands and arms. The employee frequently is required to stand, sit, climb or balance, and talk or hear. The employee regularly is required to walk and stoop, kneel, crouch, crawl, and climb stairs. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The work environment is indoor and climate controlled. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Genesee Regional Bank is an equal opportunity organization. We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, gender identity, marital status, disability, veteran status, or any other basis protected by applicable federal, state or local law.
THIS JOB DESCRIPTION IS SUBJECT TO CHANGE AT ANY TIME.