Description Position Overview: Provides first and second level technical support to employees of the bank. Opens, directs and/or resolves Help Desk tickets from users. Provides desktop hardware support including builds, imaging troubleshooting and patching. Primary Responsibilities: Performs any functions necessary, within scope of authority and expertise, to provide the highest level of service and responsiveness to internal customers: • In conjunction with the manager, provides direction and leadership to ensure SLA’s are met and Policies & Processes are adhered to. • Coordinating the delivery of workstation software patches. • Managing the Help Desk functions for response time, productivity and accuracy. • Monitoring IT Help Desk service requests to provide notification of recurring problems and determine additional training needs. • Assisting in ordering, installing and upgrading software and hardware. • Participating in analyzing new IT equipment, enhancements or upgrades to identify new features or functionality and testing prior to deployment. • Working with vendors to install, correct and maintain database interfaces and ensure proper security permissions have been applied. • Serving as a point of contact for all service calls to provide maintenance or warranty repairs for all bank hardware and software. • Reporting necessary information about the status of patch management, software and hardware inventory. • Developing project plans for hardware and software upgrades or new deployments. Other Responsibilities: • Assisting in proactively monitoring server audit and event logs. • Assisting in the support of WAN/LAN related hardware and software. • Assisting in resolving data and telecommunication related issues. • Participating in researching new technological advancements and productivity enhancement tools. • Assisting in the performance of basic IT security functions as required including the implementation of new user profiles, group policies and access to data or applications on the network. • Protecting the confidentiality of all financial data relating to bank operations and its customers. • Keeping current with industry advances in user software and hardware requirements related to the intranet or those applications where the employee has been designated as the application owner. Requirements • Bachelor’s degree in computer science or related technical field or four to five years of experience. • Hardware/software installation and maintenance experience. • Experience in supporting Microsoft 365 environment. • Experience in Desktop Engineering. • Strong problem-solving and interpersonal skills. • Ability to relate complex material in “user friendly” manner and to interact within all levels of the Bank • Skill in recognizing recurring or related issues about which users consistently notify the IT team. • Knowledge of Web applications and development tools. • Planning and organizational skills, as well as analytical, and project management abilities. • Working knowledge of all banking operations and various software packages. • Ability to work flexible schedules. • Strong attention to detail. Avidia Bank is an Equal Opportunity Employer/Veterans/Disabled Member FDIC/DIF PM21