Full-Time Network Support Tier I | Lapeer Downtown bei ChoiceOne Bank

Description

Network Support, Tier I

Non-Exempt – Grade Level 3

Equal Employment Opportunity

CORPORATE VALUES & MISSION

“Provide superior service and high-quality advice and show utmost respect to everyone we meet.”

GENERAL SUMMARY

Help desk tickets and answering help desk calls are the top priority of this position. Persons in this position should be self-motivated, customer service driven, and will provide first–level customer support to internal staff. Support issues would range from low to medium in complexity and will require the use of telephone, email, instant message, and/or remote-control tools on a regular basis. They would also provide additional hardware, software, application, connectivity support and training for internal staff.

REPORTS TO: AVP Network Support and Team Lead

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Completing help desk tickets within the required SLA timeframes. Facilitate the escalation of issues to senior engineering staff or outside service providers and/or vendors and maintains ownership of the incident until issue is resolved.
• Answering help desk calls (including being in the on-call rotation)
• Work in a team setting, sharing information and assisting others with tickets.
• Install, configure, test, maintain, monitor and troubleshoot end user workstation hardware, software, peripheral devices, cabling, and network hardware and software products.
• Analyze, interpret or make deductions from factors or circumstances related to the department and role.
• Provide technical assistance with Bank owned software applications and packages. Software includes, but is not limited to: Jack Henry products (core, teller, CRM), Microsoft products (Word, Excel, etc.), Departmental applications (Loans, collections, CSC, Operations, etc) and IT (Backup, helpdesk, monitoring software)
• Provide content, and training for bank employees regarding technology offered by the Bank.
• Maintain documentation of existing systems, applications, vendors and any changes to customer systems.
• Perform branch site visits for inspection and troubleshooting of local issues.
• Basic hardware installation and maintenance.
• Consistently exercise discretion and judgement to perform role.
• Consistently provide excellent customer service in accordance with ChoiceOne Bank’s service standards through all forms of communication.
• Additional responsibilities as assigned.
• Be familiar with and comply with the provisions of the Bank Secrecy Act and USA PATRIOT Act as they relate to the functions of this position. Complete all required reports related to those acts and report any observed violations or potential violations of those acts to a supervisor or other appropriate bank officer.
• Be familiar with and comply with all federal and state banking regulations as applicable.

SUPERVISORY RESPONSIBILITIES

This position does not have supervisory responsibilities, although position will provide direction to assist other staff members.

CORE COMPETENCIES

In addition to the Corporate Core Competencies, individuals in this position are expected to exhibit the following:

Oral Communication – Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; participates in meetings.

Written Communication – Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; able to read and interpret written information.

Analytical – Synthesizes complex and diverse information; collects and researches data; uses intuition and experience to complement data; logical thinking skills and methodical approach to work.

Technical Skills – Assesses own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills.

Judgment – Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process. Makes timely decisions.

This position description is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. Employees may be required to perform any other job-related instructions as requested by their supervisor, subject to reasonable accommodations.

Requirements

PHYSICAL DEMANDS & WORK ENVIRONMENT

• Stand/sit for several hours in a row.
• Regularly exert significant physical exertion to lift, carry, push, pull, climb, kneel, crouch, stand, bend, twist and reach.
• Regularly lift and carry up to 55 lbs.
• Regularly drive, stand, walk and use hands to handle or feel objects, tools or controls.
• Ability to effectively perform responsibilities under a high level of stress.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EXPERIENCE and/or EDUCATION

• Minimum of High School Diploma.
• Technical Training Preferred.
• Computer knowledge - Windows, Microsoft Office, Apple iOS, Browser Support, and miscellaneous software applications (basic working knowledge). IBM Core and VMWare knowledge are a plus.

QUALIFICATIONS

To perform this job successfully, an Individual in this position must be able to perform each of the above essential duties satisfactorily and exhibit the values of the Company. In addition, the requirements listed below are representative of the knowledge, skill and/or ability required.