Technical Support Administrator

  • Full-time
  • Augusta. ME
  • November 6, 2022

EMPLOYER: Kennebec Savings Bank

Website

Description:

POSITION SUMMARY: This position is responsible for systems and end-user support, administration of the Bank’s RMM solutions; software deployment; patching and maintenance of the Bank’s workstations and business application software; acting as the escalation point for incoming IT Support requests; and for supporting Bank products and services.

KEY RESPONSIBILITIES:

Systems and End-User Support:  Act as a technical resource in assisting users to resolve problems with equipment, applications, and data; facilitate exchange of information and advice; implement solutions or notify outsource providers as required. Maintain the Bank’s Helpdesk ticketing system and answer end user technical support calls during high-volume periods.

Act as an escalation point for team members and provide guidance in complicated scenarios. Initiate workflows to define and streamline current processes. Refers more complex situations to the Technical Support Supervisor, Network Services team, or the Technology Officer.

Desktop/Workstation Support:  Have a complete knowledge of and provide support for the operation of the Bank’s workstations and their operating systems. Install, assemble, and configure computers, monitors, network infrastructure and peripherals such as printers, scanners, mobile devices, and related hardware; Direct the rewiring of cables as required for new installations and office reconfiguration. Assist other users of the systems within the Bank.

RMM Administration: Act as the Bank’s Subject Matter Expert for System Center Configuration Manager and ManageEngine Endpoint Central. Create and maintain collections in SCCM for application and OS deployments. Manage a software deployment strategy across all Bank workstations. Document, track, and monitor problems and design resolutions using centrally managed solutions. Create and manage reports of deployments for IT management as requested.

Design and manage staff training programs on workstation/LAN operations to ensure staff proficiency and understanding of the system as directed. Manage the maintenance of hardware and software inventory.

Software Support: Plan, design, research and acquire new or upgraded hardware and software systems; maintain current knowledge of hardware, software and network technology and recommend modifications as necessary.

Patching: Perform software patching on network operating systems and software using standard business and administrative packages; modify specific applications for use in operational departments. Recommend, schedule, and perform network hardware/software patching and firmware updates. Communicate and coordinate network maintenance schedule and downtime to users. Comply with all Bank policies and procedures and all applicable state and federal banking regulations.

Support Bank products/services:  Maintain knowledge of current KSB products and services.  Actively utilize as many Bank products and services as possible to fully understand their features and benefits and to be able to communicate effectively with customers and prospective customers.

Talk to customers and listen for “cues and clues” to determine needs; respond to customer inquiries and evaluate their needs; suggest Bank products/services to customers to meet their needs; make referrals to other Bank personnel as appropriate.

Community/public relations:  Actively participate in community organizations and events.  Represent the Bank in the community.

Other outside activities:  Actively participate in industry trade group meetings and educational programs to remain abreast of current issues and requirements affecting Bank operations and job performance.

Other duties: Demonstrate reliable attendance and punctuality. Work at other Bank branches as needed for customer service, operational, or training purposes.   Attend and participate in Bank meetings.  Attend internal and external training to improve skills and knowledge relevant to the computer technician position.

Understand and fully comply with Kennebec Savings Bank’s Core Values.

Perform other duties as required.

POSITIONS REPORTING TO THIS POSITION:

  • N/A

EDUCATION/EXPERIENCE REQUIRED:

  • Associates degree, with a concentration in computer science and/or equivalent work experience; Bachelor’s degree desirable.
  • Certificates, licenses, registrations required:  CompTIA A+ Certification for computer maintenance and repairs and/or CompTIA Network+ Certification, MCP; MCSA, MCSE certification desirable.
  • 5 or more years’ experience with Microsoft Systems Center Configuration Manager, LAN, workstations, workstation security and current Microsoft operating systems.
  • Technical knowledge of current network hardware, protocols, and Internet standards.
  • Knowledge of Microsoft and 3rd-party patching best practices.

OTHER REQUIREMENTS:

  • Must be a highly motivated self-starter with the ability to work both independently and as a team member.
  • Must possess a valid driver’s license, the use of a serviceable automobile that is properly registered and proper liability automobile insurance as required by state law.
  • Must be available for on-call/pager support and after-hours support, project and maintenance work.
  • Must have strong written communications skills, including letter and report-writing ability.
  • Must have ability to present ideas in user-friendly language.
  • Must be able to lift boxes of checks, statements or other computer supplies of approximately 40 pounds.
  • Must be able to read and work with computer print-out reports.
  • Must be able to stand or sit for extended periods of time while waiting on customers.
  • Must be able to spend extended periods of time operating a computer keyboard and working at a computer monitor.
  • Must be able use the telephone to converse with customers for extended periods of time; must be able to communicate clearly by telephone; must have good listening ability and skills.
  • Must have strong analytical and critical thinking skills.
  • Must be able to prioritize and organize workflow; must have good attention to detail; must be able to handle multiple jobs.
  • Must have the ability to think through a problem, follow proper steps in finding resolution.
  • Must have a high degree of ethics and maintain confidentiality of customers and accounts.
  • Must be friendly, courteous, and sensitive to the needs of customers and coworkers.

How to Apply:

Contact: Linsey Gervais
Phone: (207) 707-5820