South Shore Bank

Computer Support Specialist I

US-MA-S Weymouth
ID
2017-1329
Category
Information Technology
Type
Regular Full-Time

Overview

SUMMARY

Installs, configures, and troubleshoots computer systems and associated assemblies and provides technical assistance and training to system users by performing the following duties. An individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

  • Performs computer, laptop, software and printer troubleshooting to isolate and diagnose common system problems.
  • Upgrades Computer hardware and software components as required.
  • Install upgrades and configures network printing.
  • Provide 1st and 2nd level support
  • Respond to the needs and questions of end users concerning their access of resources on the network.
  • Handles problem recognition, research, isolation, resolution and follow-up for routine user problems referring more complex problems to supervisor, other technical staff or 3rd party vendor.
  • Answers, evaluates, and prioritizes incoming telephone, voicemail, email, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
  • Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error via phone, email or remote control support.
  • Implements supervised system enhancements/changes in accordance with the SSB Change Management Procedures.
  • Resolves system issues in accordance with SSB Problem Management Procedures.
  • Provides updates, status and completion information to manager, problem request tracking system, and/or users, via voicemail, email, or in-person communication.
  • Writes or revises user training manuals and procedures, provides knowledge transfer with other technical staff.
  • Creates, modifies, or deletes forms and documents available to users on the SSB Intranet.
  • Provides coverage to other areas of IT when necessary.
  • IT Support of External Entities/ Banks
  • ON CALL
  • Provides 24/7 IT support consisting of rotating coverage for the following, but not limited to
  • Resetting Passwords, ID's
  • Resetting Domain Accounts
  • Some weekend and/or after hours work is required to implement system upgrades, department moves, or addressing problems
  • Weekend and/or after hours is also required for IT Help Desk to mirror branch open hours.
  • Travel is required to various South Shore Bank branches and campus locations

ON CALL

  • Provides 24/7 IT support consisting of rotating coverage for the following, but not limited to:
  • Resetting Passwords, ID's
  • Resetting Domain Accounts
  • Some weekend and/or after hours work is required to implement system upgrades, department moves, or addressing problems
  • Weekend and/or after hours is also required for IT Help Desk to mirror branch open hours.

Qualifications

QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

TECHNICAL SKILLS

   - Installation and troubleshooting of various operating systems and 3rd party applications

   - Anti-Virus software installation

   - Installation of network printers

   - Installation and Troubleshooting of Microsoft Office products

   - Solid understanding of IP networking protocol

   - Hard Drive imaging

   - Solid understanding of computer/laptop components and ability to troubleshoot and

      replace various internal components

   - Solid understanding of Information Security

   - Solid computer skills including: MS Visio, MS Office Suite, Adobe Acrobat Professional

 

EDUCATION and/or EXPERIENCE

Two year college or certificate program; 1-3 years related work experience and/or training; or a combination of education and experience.  A requirement of this is continued education in the technical arena.

 

 South Shore Bank is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law

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