support specialist Pittsford, NY
Job description
IT Support Specialist
Canandaigua National Bank & Trust
Location: Pittsford, NY (Hybrid flexibility – 2/3 days in office)
What does an IT Support Specialist at CNB do?
The IT Support Specialist at CNB assists over 650 users, over 30 different locations, with PC/Desktop and application support. The IT Support Specialist ensures proper computer operations so that end users can accomplish business tasks. This may include resolving escalated issues within established Service Level Agreements (SLAs), diagnosing, and resolving problems in response to reported incidents, researching and reporting trends and patterns of problems; installing, troubleshooting, maintaining hardware and software; consulting with co-workers to identify needs and requirements; preparing business cases, monitoring, and documenting resolutions and trainings for end users.
What is needed to be successful in this role?
- Associates degree in Computer Science, Management Information Systems, Information Sciences, or comparable field of study.
- Experience supporting Windows workstations in a network environment.
- Experience with end-user support, PC/Desktop support, application support, mobile device and telecommunications support.
- Strong problem analysis/troubleshooting skills required.
- A+ and/or Network+ certification preferred.
- Ability to work independently with minimal supervision.
- Ability to present ideas in business-friendly and user-friendly language.
What does a successful candidate in this position look like?
- Provide direct end-user support.
- Troubleshoot incidents including but not limited to Application, Desktop, Network and Telecom.
- Research questions and issues of open incidents.
- Ensure that all calls and trouble tickets are entered and managed in ticket tracking software in a timely manner.
- Identify reoccurring incidents and escalate as appropriate.
- Keep customers informed on request status and progress.
- Assist with installation, configuration and maintaining CNB corporate devices and peripherals.
- Write technical training and usage documentation for user and/or team use.
- Provide management information and recommendations for service improvements.
- Submit new solutions of resolved incidents to knowledge database.
What makes working at CNB different?
At CNB, we are Investing in You. Our strong corporate culture is based upon seven Core Values: Honesty and Integrity, Responsibility, Teamwork, Respect, Innovation, Professionalism, and Commitment.
Our goal is to ensure that our bank, employees, and our community thrive and grow, now and for the next 135 years. We're in it for the long haul. What truly sets us apart from other financial institutions is the quality and commitment of our employees. We've assembled a diverse team of people who share a primary focus: to provide exceptional service for our customers.
As an organization, we are committed to hiring, training, developing, promoting, and celebrating employees from historically disadvantaged groups. At CNB, we welcome the unique contributions that you can bring in terms of ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, religion, disability, sexual orientation, education, and culture.
As the only local, full-service, community-owned financial institution in the Rochester area, Canandaigua National Bank & Trust is Investing in You. If you want to be a part of something special, join us today!
Canandaigua National Corporation and its subsidiaries encourage diversity in the workplace; we are an Equal Opportunity Employer. Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran.
