IT Tech Support Spec. I

Position Title:

IT Tech Support Specialist I

Exempt Status:

Non-Exempt

Reports to:

Chief Technology Officer

Location:

Tyler Technology Center (On Site)

Full-time Benefits:

• Medical, Prescription Drugs, Dental, and Vision Insurance
• Insurance Eligibility for Team Members and Dependents Starting on the First Day of Employment
• 401(k) with a Match
• Basic, Voluntary, and Dependent Life Insurance
• Paid Time Off
• Paid Bank Holidays
• Workplace Wellness Programs
• Employee Assistance Programs
• Tuition Reimbursement

Job Summary: Responsible for troubleshooting IT related issues from problem determination through resolution. This includes tracking and reporting utilizing Help Desk tracking software. Respond to incoming calls, determining initial priority, document, resolve or assign and track status from other IT staff.

Essential Functions:

• Maintains a positive and caring atmosphere for customers and employees consistent with Southside Bank's mission and core values.
• Answers Help Desk calls, identifies problem, documents problem, determines priority, resolves if possible, assigns if necessary, and tracks progress until resolution.
• Researches issues for possible acceptable work around to reported problems.
• Develops repeated problem resolution intelligence within the Help Desk system to assist in expediting future calls and facilitate training of new staff.
• Provides hardware support and user relocation assistance for team members and end-users.
• Establishes and maintains strong communication with management and Bank staff associated with the reporting of problems.
• Maintains confidentiality of all sensitive Bank information.
• Maintains a positive and caring atmosphere for customers and employees consistent with Southside Bank's mission, CORE Values, and Blue Book culture guide.
• Provides enthusiastic, professional, and courteous service to Southside Bank customers and employees.
• Participates in proactive team efforts to achieve departmental and company goals.
• Understands and agrees to abide by the policies and procedures established at Southside Bank.
• Responsible for complying with audit policies and procedures as they pertain to this position.
• Performs duties in compliance with applicable laws and regulations, including but not limited to the Bank Secrecy Act (BSA) and related anti-money laundering laws, and in accordance with the Bank's Information Security Program.
• Must comply with all applicable laws and regulations.

Additional Functions:

• Troubleshoots system/software issues and implements technical solutions related to infrastructure/corporate systems.
• Assists in set-up, configuration, and supports internal/external systems and network and client operating systems as appropriate.
• Complies with all safety policies, practices, and procedures. Report all unsafe activities to supervisor and/or Human Resources.
• Performs additional duties, as assigned or directed.

Required Education/Experience:

• Associate degree (A. A.) or equivalent from two-year College or technical school; or equivalent combination of education and experience.

Necessary Skills:

• Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations.
• Ability to write information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of organization.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Ability to apply concepts of basic algebra and geometry.
• Ability to define problems; collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Proficient personal computer skills including electronic mail, record-keeping, routine database activity, word processing, spreadsheet, graphics, etc.
• Handle multiple tasks simultaneously.

Physical Activity/Dexterity:

• Manual dexterity sufficient to reach/handle items and work with fingers. Works with fingers and perceives attributes of objects and materials.

Physical Environment Demands:

• Must be able to remain in a stationary position 90% of the time.
• The person in this position needs to occasionally move about inside the office to visit other offices, conference rooms, office machinery, etc.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and telephone.
• Constantly positions self to operate on a computer.
• The person in this position frequently communicates with other people throughout each day. Must be able to exchange accurate information when conversing.

Working Conditions/Environment:

• Well-lighted, heated and/or air-conditioned indoor office setting with adequate ventilation.
• Moderate noise (e.g. business office with computers and printers, light traffic).
• Traveling when required.

Work Schedule/Hours:

• Monday through Friday; 7:30am - 5:30pm.
• Available for overtime, as needed.
• Available for on-call rotation.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)