Technical Support Specialist
Hills Bank
- Iowa
- Permanent
- Full-time
- A single point of contact for all Information Technology (IT) related incidents and requests.
- Timely, accurate, and efficient tier-one troubleshooting for hardware, software, printing, mobile device, and security related matters by way of in person or remote support interactions.
- Assist in analyzing, resolving, and maintaining both hardware and software for networks, telecommunications, printing, mobile devices, and computing environment.
- Deployment and maintenance of the organization's computing and mobile device environment.
- Frontend configuration and maintenance of Cisco phone environment.
- Initiate escalation procedures in order to address more complex incidents or requests.
- Provide onsite support for remote locations.
- Supported Hardware and Software include, but not limited to:
- Software
- Microsoft Windows 10, Microsoft Office 2016 & 365, Active Directory, Cisco Call Manager, Cisco Unity, Citrix, Jack Henry Silverlake Core, Silverlake Teller Capture, Encompass, Laser/Decision Pro, Onbase and core organizational applications.
- Hardware
- Desktop & laptop computers, mobile devices, printers, document scanners, phones, audio/video and other peripheral equipment.
- Provide a high-level of consistent, professional, and compassionate customer service.
- Utilize organization's asset management system in order to track and document through hardware lifecycles.
- Create and maintain technical documentation within the organization's ticketing system and knowledgebase.
- End user system and application access maintenance.
- Research, evaluate, design, test, and implement new technology initiatives.
- Follow organization and department change management protocols.
- Report progress updates to management and impacted departments and end users.
- Will perform other duties or responsibilities as assigned.
- Associates degree or one to three years IT experience; or equivalent combination of education and experience.
- This job requires skills needed in a typical office environment. This includes computer skills as well as utilization of office equipment.
- Occasional travel is required to branch locations using bank owned vehicles.
- Must follow all requirements of the Vehicle Use Policy including:
- Maintenance of a current driver's license and a satisfactory driving record.
- Drivers of bank-owned vehicles must be at least 19 years of age.