Herring Bank

IT Support Lead

Location

Amarillo Civic Cir

Type

Full Time

  | FLSA: | Non-Exempt | JOB TITLE: | IT Support Lead
 | CATEGORY: | Information Technology | LOCATION: | Amarillo, Civic
 | SHIFT: | Monday–Friday, some Saturdays and Sundays, Flexible; typically, between 8:00 AM and 5:00 PM or 1:00 PM to 9:00 PM | REPORTS TO: | IT Support Team Manager
 
Summary 

The IT Support Levels 1-4 positions are responsible for supporting internal and external customers of the bank through effective troubleshooting and excellent customer service. These individuals will be responsible for resolving issues with bank systems, software, and products, while ensuring an excellent customer support experience to HB customers.  This person will escalate technical and customer issues as appropriate to the manager. 


The technical skills required for these positions are outlined in the IT Support Skills Matrix which is an addendum to this general job description. These positions will also monitor and create support tickets for assigned technology services with customer and vendors. 


These positions have some seasonal travel required, and some after-hours work is required and may be assigned to an on-call rotation. 


The ideal candidate for any of these levels will be a team player that can troubleshoot issues with PC hardware and software, printers and basic networking. This candidate should have excellent customer service skills and enjoy working with people. 


Essential Duties
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

·         Provide help desk and technical support to 300+ internal and external customers. Including desktop, printer, mobile devices, office and banking equipment, debit card printers, wallet systems, and vertical market products. 


·         Provide and maintain security for both physical and software access. 


·         Install and maintain product hardware and software. 


·         Monitor select systems. 


·         Manage work orders to maintain a high level of customer satisfaction. 


·         Assist in training HB customers helping to insure they understand the products and technology. 


·         Follow all documented procedures accurately and completely 


·         Document new and existing procedures as they are developed or evolve in the support wiki 


·         Provide appropriate written documentation (JIRA tickets) of product bugs/issues/enhancements that adheres to Herring Bank and Financial Payments documentation standards and policies, as they are identified. 


·         Able to work well with senior system administrators, network engineers and application developers in a give and take, problem solving environment. 


·         Assist the Financial Payments Quality Assurance team with product testing and verification. 


·         Stay informed of new technology. 

·         Ability to operate a personal computer and train others 
·         Punctuality and good attendance are imperative 
·         Cross-sell the Bank's other products and services, referring customers to appropriate staff as indicated. 
 
·         Foster teamwork in the branch or department to ensure a positive overall customer experience and positive work environment. 
·         Answer telephones, answer questions and direct callers to proper Bank personnel 
 
·         Participate in bank training to enhance skill set and meet compliance requirements. 
 
·         Non-Exempt - Ability to work your schedule up to 40 hours with little or no overtime and complete tasks assigned. 
 

Minimum Requirements
Must be able to pass a background and Credit check 
·         High school diploma is required1+ years’ experience working with computers or in a technical call center environment, working with Windows and other Microsoft software and working with PC hardware. 
 

·         Current driver's license and a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties and responsibilities. 

 

·         Must adhere to Information Technology Security and HB Data Security policies, other company policies, all state and federal laws, regulations and guidelines 


·         Ability to troubleshoot complex problems. 

·         Ability to deal with routine problems involving multiple facets and variables. 

·         Must have a strong work ethic that ensures good attendance and focused attention to productive work. 

·         Ability to do basic research on the internet to solve technical problems/dilemmas. 
·         Complete in-house training based on requirements set up for this position 
 
·         Basic skills in computer terminal and personal computer operation; word processing and spreadsheet software. 
·         Good social and networking skills to support the community bank image 
·         Effective oral, written and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, interpret documents, understand procedures, write reports and correspondence, speak clearly to customers and employees. 
·         Ability to maintain confidentiality at all times 
·         Effective Time management skills 
 
·         Must be organized, self-motivated and a team player 
·         Ability to work with minimal supervision while performing duties. 
 
The incumbent must be able to perform this position safely, without endangering the health or safety to him or herself or others. 


Preferred Requirements
These requirements are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position.  The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner.  Individual abilities may result in some deviation from these guidelines. For specific skills that must be demonstrated to be eligible for promotion to positions two through four, please refer to the IT Support Skills Matrix attached to this job description. IT Support 1 is an entry level position and as such the skills listed below are preferred but not necessarily required to begin the position. 

·         High School Diploma or Equivalent, 2 + years’ experience working with computers or in a technical call center environment, working with Windows and other Microsoft software and working with PC hardware. 


·         Associates degree in Information Technology. 


·         Appropriate certifications as outlined in the IT Support Skills Matrix. 


·         Actual troubleshooting experience with PC and ID card printer hardware, Windows/Linux OS and application software. 


·         Basic knowledge of Active Directory. 


·         Basic knowledge of TCP/IP and network hardware. 


·         Some fundamental understanding of databases and experience with SQL queries is helpful. 


·         Good customer contact skills are helpful; as are good language, presentation, verbal and written communication skills. 

·         Proven ability to provide an Excellent Customer Experience 

Required Technical Skills

The table below lists the various skill domains that have been identified as being part of the IT Support Levels and the skills required for certification as a IT Support Level 2 Technician.
 | Domain | Skills Required for Level 2 Certification
 | Update | ·    3 months “in the hole” w/o personally causing issues ·    Demonstrate ability to perform the procedure accurately and dependably
 | Morning Check | ·    Use of monitoring tools ·    Demonstrate ability to perform the procedure accurately and dependably
 | Workstations | ·    Tools (GFI, WSUS, AV) – access and monitor ·    Password resets ·    Hardware repair ·    Imaging and setup New Hire/Term
 | Printers | ·    Install/Config (close ports)
 | Phones | ·    Handsets ·    New hire / Termination
 | Mobile | ·     
 | Line-of-Business (LoB) Applications | ·    What they are ·    Why we have them ·    Where they are located ·    How to access them for PW reset
 | Servers | ·     
 | Network | ·    Existing network architecture ·    Network theory
 | CGA | ·    PW reset for all products ·    PIC – Purpose, process, setup & install ·    ClosedLoop MB206/Wallets
 | VPay | ·    EOM Worldpay Reporting
 | ATM | ·    Monitor/Manage Repairs
 | Information Security | ·    General procedures: Exception Lists ·    General Policies: Electronic Imaging, Email Security, Encryption, Logon Banner, Messaging, Mobile Devices, Remote Access, Removable Media and Data Transfer, Social Media, Software Licensing and Installation. Software Patches and Updates, User Access Control, User Authentication, User Login, Wireless Network, VOIP, Data Storage, Hardware and Software Inventory, Video Conferencing, Virtual Systems Technology ·    Incidents: Incident Procedures, Production Incident Policy, Security Incident Policy ·    Virus policy and procedures: Virus Response Procedures, Malicious Software Protection Policy ·    Passwords and Account policies: Administrators, Default Accounts and Configuration, Password Maintenance ·    Misc Security Policies: Physical Security of Servers and Networking Equipment
 | SQL | ·     
 | SAN | ·     

·          


Secondary Duties

·         Acquire and maintain a thorough understanding of the various bank products, databases, and test environments and how they relate to the bank’s business model. 


·         Assist in implementation and test planning, such as helping with needs assessment, scope and requirements definition. 


·         Responsible to maintain and expand his/her personal level of knowledge and skill in technical areas appropriate for one’s duties. 


·         Other duties as assigned. 


Supervisory Responsibilities

·         In general there is no supervisory responsibility associated with any of the IT Support levels.  However, there will be peer training responsibilities as assigned by the manager. 


Environment and Physical Activity
The environment for this position is an open office that is mostly clean and comfortable and includes driving a Bank or personal-owned vehicle approximately 10% of the time which includes exposure to the outside weather elements and moving mechanical parts.  It may include some minor annoyances such as noise, odors, drafts, etc.  The incumbent is in a non-confined office-type setting in which he or she is free to move about at will. 

The incumbent in the course of performing this position spends time writing, typing, speaking, listening, lifting (up to 10 pounds), carrying, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, pulling, walking, standing, squatting, kneeling and reaching. 

The incumbent for this position may operate any or all of the following: telephone, copy and fax machines, calculator, computer terminal, personal computer and related printers 


Mental Demands

·         Ability to accommodate to reading documents or manuals and doing detailed work. 


·         Incumbent should have good problem-solving skills. Intermediate level of analytical reasoning skills are required i.e.: the ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form and the ability to deal with problems involving several concrete variables in standardized situations. 


·         Math skills required include ability to calculate figures and amounts such as discounts, interest, commissions, proportions and percentages. 


·         The incumbent must be able to handle the stress of meeting project deadlines, and maintaining multiple concurrent tasks over extended time. 

MEMBER FDIC – EQUAL OPPORTUNITY EMPLOYER
This is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job.  While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other and/or different tasks be performed as assigned. 

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Company Website: www.herringbank.com

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