Technical Support I

Sandy Spring Bank Bethesda, MD
Technical Support I

GENERAL SUMMARY:

Provides assistance and support to company personnel in use of computer equipment and software. Responsible for assisting and supporting personnel by troubleshooting system problems (including network, software, and hardware problems). In addition, duties will include installation and upgrading of software applications, network management (which includes monitoring of the various systems -- networks, application servers, security analysis), building/installing hardware, and special projects as assigned.

MAJOR JOB ACCOUNTABILITIES:

1. Receives calls for assistance with software, hardware and system related questions and problems. Generates "trouble ticket" and determines appropriate action to be taken. Works to resolve problem and/or monitors progress toward timely solution. Follows up with internal clients, to ensure problem was resolved satisfactorily.

2. Provides desk side support and repair as well as telephone assistance.

3. Resolves Work Order Forms and special project requests (WOFs) as assigned. Typical WOF's may include software installations, basic network management functions, moving equipment and assisting with PC installations as needed.

4. Works with end users to determine specific problems and provides assistance in a courteous and professional manner. Provides instruction when possible to help users become more knowledgeable of applications.

5. Maintains database for tracking hardware inventory and assists in compiling bank wide inventory of department/branch software.

6. Provides assistance with the installation of hardware, as needed.

KNOWLEDGE, SKILLS, AND ABILITIES:

1. Position requires one to three years of related work experience, preferably on a technical Help Desk and/or as a field technician. Thorough knowledge of Windows 7/8/10 is necessary. Working knowledge of Windows 2008 /2012 server and Active Directory is highly desirable. Experience supporting others with network printing, E-mail and desktop applications (MS Office) required. A+ Certification or comparable hardware skill level is desired.

2. Work requires excellent verbal communication and strong analytical writing skills in order to identify and document system problems in a clear and concise manner. Strong organizational/time management skills are needed.

3. Strong interpersonal skills, which include a responsive, cooperative, and professional demeanor, are needed to deal effectively with others over the phone. Position requires daily contact with diverse groups internally and externally.

4. Work is under occasional supervision where independent judgment is sometimes required in the interpretation of existing policies and procedures and the guidelines are limited. Refers unusual matters to supervisor or other.

SPECIFIC PHYSICAL REQUIREMENTS:

Work requires reasonable mobility in and around the work area. Ability to carry, transport, install, and use standard PC, phone, and printer equipment is required.

WORKING CONDITIONS:

1. Normal office environment where there is limited discomfort due to temperature, loud noise, or other disagreeable elements.

* Work includes little or no potential exposure to hazardous conditions.

3. Must be able to travel to remote company and/or client locations.

Sandy Spring Bank is an equal employment opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. We maintain a drug-free workplace environment and perform pre-employment substance abuse testing.

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