It Business Technology Support I

Internal Deadline: January 29, 2024

Title:  Business Technology Support I

POSITION SUMMARY:  Position provides quality support to internal RCB Bank employees by providing tier one coverage for the Information Technology telephone help desk.  Must be able to multi-task multiple problems while trying to isolate individual issues and work with internal system operations, application development and vendors to resolve problems.  Responds to inquiries and resolving problems associated with voice response system, computer hardware/software, DVRs, printers, scanners, other equipment as needed and core business applications.  Must retain ownership of issues from initiation through resolution using the escalation process, when appropriate, to move issues to the appropriate internal support group or external vendor for resolution. 

ESSENTIAL FUNCTIONS:

1. Create and update procedure manuals and documentation for all activities.
2. Assist with the administration of branch and departmental software applications, patches, anti-virus updates and software updates.
3. Analyze recurring problems and communicate trends and inconsistencies to management
4. Troubleshoots network access problems; support Vertex application, Monitor system error messages; assist website administration; post messages & images on SharePoint site; assist SharePoint site administration.
5. Assist administer with security profiles for the network (Active Directory), Outlook, AS400/JHA system and physical security of data center.
6. Ability to provide application and/or technical solutions to business problems to meet customer/business unit needs.
7. Project management skills with demonstrated ability to set priorities, schedule projects and meet deadlines.

EXPERIENCE REQUIRED:

Minimum of two (2) years of IT related experience preferred.

EDUCATION, CERTIFICATIONS & TRAINING:

High school diploma or GED required.

Associates degree in Computer Science preferred.

JOB-SPECIFIC SKILLS & KNOWLEDGE:

• Strong commitment to providing superior customer service and teamwork.
• Excellent written and verbal communication skills.
• Ability to work in fast paced environment, managing multiple tasks/projects, and maintaining established deadlines.
• Possess/acquire thorough knowledge of hardware and software utilized within a multiple location environment.
• Knowledge of networks, servers, PC's, printers, Windows operating systems, Microsoft Office Suite, Internet Explorer, and voice systems.
• General understanding of gateways, routers, switches and AS 400 operations.
• Organizational and change management skills.
• Skilled at establishing working relationships with resource groups and business clients.

WORKING CONDITIONS

Individuals in this position must be able to perform essential functions within these documented working conditions and physical demands with or without reasonable accommodation:

This position is in an office environment within a climate-controlled facility.  There is frequent use of the telephone, computer and other office equipment associated with this position.  Employees are seated at personal desks for the majority of the day. 

The individual responsible for this role must be able to perform job functions with general supervision and work effectively as a member of a team and independently.  The individual must be capable of working harmoniously with diverse personalities of co-workers, staff and customers.  This position requires regular and reliable attendance and the ability to cover Saturday IT help desk on call.

RCB Bank is an EOE. We offer EEO to all persons without regard to race, color, religion, age, marital or veterans' status, sex, national origin, physical or mental disability, or any other legally protected class.