The IT Support Specialist reports to the IT Operations Manager. With a shared responsibility for the technical, daily support of all client end technology and the development and maintenance of corresponding technical documentation, the IT Support Specialist will help to ensure a positive user experience with IT devices and services. Collaboration with other employees of the bank is essential to the success of this role and to enhance the services offered.

Typical Schedule

Full Time, Monday – Friday 8:00 a.m. to 5:00 pm and on call Saturdays. Flexibility is required to ensure adequate staffing – after hours’ availability required.

ESSENTIAL FUNCTIONS

• Provide hardware and software support for bank-owned computers, phones, tablets, printers, scanners, and all other technology assets. Work with NNB employees directly to identify pain points or persistent issues and resolve.
• Handle all internal Help Desk support inquiries – provide technical support via phone, email, remote support software, and in-person.
• Facilitate new employee onboarding by focusing on the setup of computers and familiarizing them with IT services and support options. Ensure employees have all resources and access to being working.
• Develop technical documentation for both IT staff and end users. Update documented procedures as needed to reflect new or modified support procedures.
• Interact with third party vendors to open and follow-up on support tickets.
• Stay abreast with current and upcoming technology trends.
• Exhibit a customer centric focus by providing outstanding customer service. Ensure customer satisfaction to all constituencies.
• Provide back-up support to team members.
• Available to travel to all branch offices as needed.
• Available after hours when needed (peak times of the year, facilitate upgrades/patches, major projects/implementations).
• Participation in on-call rotation that may require after-hours support.
• Courtesy, tact, diplomacy, and integrity are essential elements of the job.
• Participate in and/or complete all necessary bank training.
• Required to maintain the strictness of confidentiality in all matters.
• Comply with all company policies and procedures.
• Other duties as assigned.

COMPETENCIES

• Patient manner in dealing with non-computer-literate customers;
• Ability to explain technical matters in an easy-to-understand, step-by-step manner;
• Excellent interpersonal skills;
• Ability to work independently or as a team to resolve issues as they arise depending on the issue;
• Ability to prioritize work as some issues may need to be corrected quicker than others;
• Ability to work with and follow up with third party vendors on all open issues;
• Ability to lift a minimum of fifty pounds;
• Excellent time management, judgment, decision-making and critical thinking skills with a strong attention to detail;
• Exceptional communication skills with an enhanced social perceptiveness and a service-oriented disposition;
• Knowledge of computer software programs, virtualization, and the Microsoft model.
• Ability to maintain confidentiality with sensitive information and issues relating to the bank’s customers, policies, and personnel;
• Knowledge of principles and processes for providing customer and personal services including customer needs assessment, and meeting quality standards for services;

REQUIRED EDUCATION & EXPERIENCE

• High School Diploma or GED;
• Associate's degree in computer science or related subject;
• Three years of experience in customer technical support.

CERTIFICATIONS/LICENSES

• Valid PA driver’s license.

TRAVEL REQUIREMENTS

• Frequent local travel within the NNB Branch Network and occasional regional travel for training needs.

PHYSICAL DEMANDS

• The physical demands described here 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. While performing the duties of this job, the employee:
• Must be able to move and position at least 50 lbs. in order to move computers, printers, servers, batteries, etc.;
• Must be able to maneuver in small areas and on the floor, i.e. replacing computers beneath a desk, working in a computer closet, etc.;
• Access server rack by climbing a ladder;
• The role performs repetitive motions;
• Frequently move about inside offices;
• Frequently positions self to remove and place files in and out of filing cabinets;
• Must be able to achieve and maintain clarity of vision at approximately 20 inches or less 90% of the time;
• Constantly operate a computer and other office productivity machinery such as a server, office machinery, etc.;
• Constantly communicates with other employees, customers and the community at large and must be able to exchange accurate information in these situations;
• Regular, predictable attendance is required including after hours.

WORK ENVIRONMENT

• Work environment characteristics described here 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.
• This position is generally subject to inside environmental conditions having the lighting and temperature of an open floor-plan office environment;
• Moderate to low noise associated with an open office work environment;
• May be exposed to potential risk and hazards associated with criminal activity (e.g., robbery and/or attempted robbery, fraud, security) and receives detailed instruction to minimize risk;
• Work requires regular attendance, punctuality and adherence to agreed-upon schedule with willingness to work a flexible and/or rotating schedule. May be required to work Saturdays and/or extended hours, as needed. On call for any issues that may need to be resolved in a timely manner.