IT Support Assistant

Summary

First Bank & Trust Co. is seeking an IT Support Assistant to provide technical support to users via phone, email, or in-person. The role involves assisting the IT Manager and Network Administrator with maintaining network devices and equipment, while also managing Help Desk tickets and supporting internal customers with IT applications and hardware.

Responsibilities

• Provide support to internal customers for all IT applications, phones, video conference, ATM’s, printers etc
• Monitor Help Desk ticket system and provide support to employees by receiving, recording, resolving and/or escalating support tickets submitted
• Maintain, setup, repair all Desktop Equipment which includes: Computers, Laptops, Printers, Mobile devices, and associated peripherals
• Assist the Network Administrator in their other duties, including but not limited to: deployments, running cabling in existing and new facilities, creating and managing user accounts, managing and troubleshooting printers
• Assist with administration of the company’s email, phone & video conferencing
• Assist in performing software/hardware upgrades to systems as needed
• Perform daily file transfers & reconciliation for customer statement/notice files
• Provide backup for Document & Item Processing staff
• Generate and gather reports to assemble monthly Audit report
• Update procedures and other documentation
• Perform other duties and projects as required by management
• At times, may require nights and weekend hours to perform scheduled system upgrades and maintenance
• Backup other team members as needed
• Must be able to meet attendance and punctuality standards
• Effectively work and cooperate with supervisors, co-workers and customers
• Follow the directions of supervisor

Skills

• High school diploma or equivalent
• Basic understanding of Active Directory and TCP/IP networking in a mixed LAN/WAN setting
• Experience with desktop and server operating systems
• Strong customer service experience
• Strong problem solving / troubleshooting skills
• Strong ability to multi-task
• Strong verbal and written communication skills
• Strong interpersonal skills: able to work well with a wide range of people and personalities
• Strong organizational and time management skills
• Demonstrate dependability through good attendance and adherence to timelines and schedules
• Strong follow through on projects and deliverables
• Strong analytical and problem-solving skills
• Demonstrate resourcefulness and ability to take initiative in development and completion of projects
• Strong sense of customer service, and confidentiality

Qualifications

Must Haves

• High school diploma or equivalent
• Basic understanding of Active Directory and TCP/IP networking in a mixed LAN/WAN setting
• Experience with desktop and server operating systems
• Strong customer service experience
• Strong problem solving / troubleshooting skills
• Strong ability to multi-task
• Strong verbal and written communication skills
• Strong interpersonal skills: able to work well with a wide range of people and personalities
• Strong organizational and time management skills
• Demonstrate dependability through good attendance and adherence to timelines and schedules
• Strong follow through on projects and deliverables
• Strong analytical and problem-solving skills
• Demonstrate resourcefulness and ability to take initiative in development and completion of projects
• Strong sense of customer service, and confidentiality