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The IT Support Specialist is part of the team who proactively maintain our computer environments by analyzing requirements, resolving problems, and installing hardware and software solutions. In this role, you will need to rely on your experience and expertise to be self-sufficient and frequently work independently, while also collaborating with our IT team and managed service providers. You will be responsible for onsite and remote installation and support for all technology to include but not limited to; workstations, servers, printers, networks, VoIP systems, and vendor specific hardware and software. The IT Support Specialist plays a vital role in the day-to-day experience of our employees and Bank operations. Serving as a first point of contact for inbound requests, the team is agile, leveraging a strong commitment to customer service with an aptitude for problem solving. IT Support routinely works cross functionally with operations and engineering teams to coordinate, escalate, and resolve issues.

Ensures compliance with all Bank policies and procedures, as well as all applicable state and federal banking rules and/or regulations.

Essential Duties and Responsibilities include the following:

• Accurately respond to questions and assist customers with product features, installation, set-up, and troubleshooting of software via phone or in person
• Strong technical skills to diagnose, analyze, and correct customer reported hardware issues to include basic PC, laptop, phone (VoIP), email, and network connectivity as necessary
• Escalate issues as needed and ensure that the business can complete all job functions with a minimum of disruption and downtime
• Performing scheduled software/hardware system checks & upgrades (may involve occasional after-hours work)
• Train others outside the department regarding troubleshooting techniques for areas of responsibility
• Provide technical support to employees and customers using phone, email, and the ticketing system; provide in-person support to onsite employees
• Communicate to clients: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
• Assure compliance with all Bank policies and procedures, including all applicable state and federal banking regulations
• Develop expertise in in-house applications and perform issue identification, verification, diagnosis, and troubleshooting
• Facilitate feedback loop between end-users, IT team, and other business functions
• Record accurate and comprehensive information for requests, incidents, and resolutions
• Installation, configuration, maintenance and tracking of computers, telephones and peripheral devices
• Conducting user training on hardware, software systems & peripheral devices
• Maintain and constantly Improve client service, perception, and satisfaction
• Ability to work in a team and communicate effectively
• Develop in-depth knowledge of the service offerings and how it relates to client’s needs
• Document internal processes and procedures related to duties and responsibilities
• Other duties as assigned

Supervisory Responsibilities: None

Qualifications

• A minimum of at least 5 years PC, Networking troubleshooting/repair and cabling experience and have at least two current certifications. A+, Network+, CCNA, MCSA, MCP, MCSE certification preferred
• A degree in Computer Technology or related discipline; or an equivalent combination of experience and education
• Understanding of the following technologies: PC’s, laptops, printers, and other peripherals, networking, Active Directory, Exchange, Windows, Microsoft Office, anti-virus / anti-malware software
• Working knowledge of Windows 10, Server 2016, Server 2019, Server 2022, Microsoft 365, Office 365
• Ability to manage, maintain, troubleshoot, and support user networks, equipment, software and services remotely and onsite
• Ability to prioritize and manage multiple tasks to meet deadlines
• Ability to interact with a wide range of internal staff members and external professionals, including consultants, auditors, technical staff and others
• Significant experience of providing customer service, help desk, computer training and desktop support in high output, dynamic environment
• Experience with creating technical documentation for both Administrators and End-Users.
• Experience of working in a fast-paced, team-oriented service desk environment, with the ability to positively contribute to cross-functional teams
• Knowledge on virtual environments and RDP /RDS
• Knowledge of networking solutions including firewall, LAN/WAN, wireless, VPN, VLANs preferred
• A commitment to developing and delivering top professional service to the End-Users
• A commitment to the development and implementation of proactive/preventative measures
• Excellent awareness of, and ability to keep current on, existing and emerging network technologies
• Highly motivated; you will join a small team of high performers where a positive can-do attitude is essential to our collective success
• Reliable transportation and ability to travel to various locations
• The ability to learn quickly and adapt to changing requirements

Physical/Mental Demands & Work Environment:

The incumbent in the course of performing this position frequently spends time writing, typing, speaking, listening, operating basic business equipment, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, walking, standing, reading documents or instruments, detailed work, problem solving, client contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, multiple concurrent tasks, and constant interruptions. The incumbent for this position will occasionally lift up to 15 pounds, pull, squat, kneel and reach. The incumbent is in a non-confined office-type setting in which he or she is free to move about at will. The work environment is typically quiet to a moderate noise level.

Travel is required to assigned branches. It is primarily local during the business day, and occasionally there will be out-of-area and overnight travel.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Management reserves the right to change this position description at any time.

See qualifications above.

Poppy Bank provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

For San Francisco Postings, review Fair Chance Ordinance.

Poppy Bank Notice to Applicants CCPA & CPRA