South Shore Bank

  • Computer Support Specialist III

    Job Locations US-MA-S Weymouth
    ID
    2018-1440
    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. Reviews status of all open Help Desk tickets to ensure assignment and assigns as necessary.  Maintains Active Directory QC and assigns IT staff to review as necessary.  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.

    • Reviews and manages outstanding Help Desk tickets to ensure assignment of tickets as well to inquire on tickets nearing or past SLA deadlines.
    • Reviews and manages updates to Active Directory user information and performs semi-annual QA on AD accounts. Will enlist the assistance of other staff in this process as needed.
    • 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.
    • Assists Network Administrator(s) relative to any network, network device, and Microsoft AD issue.
    • Assists Network Administrator(s) with setup of new branch locations as well as any other network configuration change to other campus locations.
    • Assists/manages/monitors workstations for patch compliance.
    • IT Support of External Entities/ Banks

    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

       - Understanding of IP networking protocol

       - Understanding of various networking devices/tools

       - Understanding of Active Directory

       - 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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