Network Support Specialist

Job Description

Job Description

Department: Information Systems and Technology

Reports To: 1st VP - Director of Technology

Overview:

The Network Support Specialist is responsible for managing and administering key IT services and infrastructure, including user account administration, Active Directory environments, and workstation deployment. This role is also a primary point of escalation for troubleshooting hardware and software issues with Microsoft Windows, mobile devices, switching and possess strong knowledge of networking, servers, and virtualization technologies. The specialist will work closely with IT management to ensure department milestones and initiatives are met, while assisting with routine maintenance, system enhancements, documentation, and business continuity efforts.

PRIMARY ACCOUNTABILITIES / RESPONSIBILITIES:

Performs any functions necessary, within scope of authority and expertise, to provide the highest level of service and responsiveness to customers and the community in which it serves.

User Account Administration

• Manage user accounts and permissions in Active Directory, M365, and other systems.
• Oversee all products and services related to IT administration and security.
• Manage Core System enhancements, entitlement, and limit change processes to support operational efficiency.
• Administrator for various banking applications.

Help Desk Support

• Serve as the escalation point for resolving complex server, application software, and hardware issues.
• Provide high-level technical support and problem-solving for end-user issues and network concerns.
• Conduct routine hardware and software maintenance to ensure optimal performance and extend the life of equipment.
• Implement proactive monitoring and maintenance schedules to reduce downtime.
• Assist in creating and maintaining comprehensive IT documentation, including procedures and troubleshooting guides.
• Ensure that documentation is up-to-date and accessible to relevant team members.
• Identify and implement solutions for recurring issues and inefficiencies.
• Automate routine tasks to improve overall productivity and consistency in service delivery.

Workstation Deployment

• Perform installation of hardware and software for new workstations.
• Relocate and install equipment as needed for office setups or relocations.
• Assist with the management of desktop infrastructure, including system performance, security, and updates.
• Apply enhancements and updates to optimize user experience and security.

Other Responsibilities

• Participate in scheduled, after-hours on-call rotation for technical support as needed.
• Support the employee lifecycle by overseeing the distribution of equipment and the management of system permissions.
• Contribute to department projects, ensuring goals and milestones are achieved within the designated timeframes.
• Participate in the evaluation and selection of new software, hardware, and applications for the organization.
• Support IT management in tracking and updating the status of open audits, exams, and IT findings.
• Assist with business continuity documentation and participate in annual testing.
• Actively participate as a member of the IT committee and contribute to discussions on policy, infrastructure, and security.
• Able to travel to various bank locations in support of technology operations.
• Perform related and unrelated duties as may be assigned.

POSITION REQUIREMENTS:

• Bachelor’s Degree or its equivalent in specialized computer science course work and training.
• Minimum of 3 years’ experience in a banking computer environment.
• Five years working in and managing computer resources and systems, including network experience.
• Demonstrated knowledge of Bank operations.
• Knowledge of IT security concepts and FFIEC guidelines.
• Strong analytical, managerial, planning, problem solving and organizational skills.
• Extensive knowledge of computer hardware and software applications.
• Ability to work well in a team
• Ability to work escalated issues independently
• Ability to carry equipment up to 50 pounds
• Able to work off-Bank hours
• Valid Driver’s License

SUPERVISORY SCOPE

None

INDEPENDENT ACTION:

Establishes short-range plans and objectives within scope of Bank-wide policies and goals. Consults with supervisor and IST management regarding policy interpretation or exceptions.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Any physical demands or work conditions described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.