It Support Specialist-2 (L2)

Company: New Hampshire Mutual Bancorp (Savings Bank of Walpole affiliate)

Position: IT Support Specialist-2 (L2)

Location: Hybrid based out of Keene, NH

Hourly Rate: $24.00 - $30.00 per hour, payable bi-weekly on Fridays

• Pay is negotiable based on level of experience

PRIMARY RESPONSIBILITIES

Under general supervision and in accordance with established policies and procedures, the incumbent is responsible for assisting with the installation, maintenance, upgrades, and incident resolution of all personal computer hardware as well as maintaining phone system equipment as it relates to helpdesk or project requests.

Accountabilities & Measures

Key Accountabilities

1. Model behaviors consistent with A+ Merits to foster an effective culture.

2. Works interactively with business areas, and other IT subgroups to support the organization’s daily operations and customer technical requests.

3. Maintains critical awareness of industry standards, processes, procedures, and requirements as they pertain to supporting the IT daily processes, and NHMB customer requests.

4. Works interactively with other IT subgroups and business areas to onboard new employees and perform all required user network administration setup.

Success Measures

1. IT daily processes, procedures, and checklists are reviewed and performed accurately and timely.

2. Timely identification, communication, and resolution of technical support request with minimal to no impact to Bank or customers.

3. Minimal interruptions and downtime during business hours

4. New employee onboarding and network administrations is accurate and completed prior to employee start date.

ESSENTIAL FUNCTIONS

1. Adheres to the NHMB Values which consist of Fairness & Respect, Honesty and Integrity, Teamwork, Excellence and Stewardship.

2. Provides support through helpdesk, Track-It!, or scheduled work orders and resolves issues to end user's satisfaction.

3. Responsible for administering and troubleshooting computer hardware, phone, and software basic consistent with bank standards. Provides assistance as required in completing hardware configuration, deployments, moves, and removals. Makes recommendations regarding hardware/maintenance changes when appropriate.

4. Responsible for daily review of backup logs, performance logs, patching logs, and like reports, alerts, or logs relating to IT daily processes.

5. Promptly responds to user inquiries through helpdesk, track-it, or scheduled work orders. Monitors tickets in the Level 2 Escalated queue. Escalates and documents all issues of a serious nature to the appropriate IT Team members and is responsible for maintaining accurate helpdesk and customer records including PC, software and telephone related problems and resolutions,.

6. Maintains knowledge and skill levels as appropriate for current and legacy Bank systems through developmental training and effective systems procedure documentations.

7. Satisfactorily completes all required compliance training and complies with all regulations which apply within the scope of the position.

8. Performs additional duties as requested.

MINIMUM PHYSICAL REQUIREMENTS

Physical surroundings are generally pleasant and comfortable with exposure to injury or other hazards. Situated in a controlled environment with a high level of noise. Moderate physical effort required; normally standing, walking and sitting in varying degrees with freedom of movement on a regular basis; handling of materials and supplies weighing up to 50 lbs. Valid Driver’s License and/or independent means of transportation for period site visits.

DESIRED EDUCATION

High School Diploma

DESIRED JOB EXPERIENCE

One to two years of relevant PC, network, and accessory systems or related work experience, and/or an equivalent combination of education and work experience. Current working knowledge of personal computer technologies, software, and network components used environments. Knowledge of phone systems desired.

OTHER QUALIFICATIONS

Solid knowledge of desktop computing hardware systems and software; strong interpersonal skills, verbal and written; prioritization skills and ability to manage shifting and competing priorities while meeting established deadlines; ability to interpret and advocate various perspectives (i.e. employee, customer, Bank). Demonstrated independent analysis and problem solving abilities; demonstrated initiative and independent work abilities; ability to collaborate across all functional groups and employee levels; ability to communicate technical concepts to non-technical customers. Demonstrated proficiency in standard MS Desktop applications (i.e. MS Excel and Word). Valid driver's license with ability to travel to company locations as needed.