Technical Support Specialist

SCHEDULE: Full-time; Monday through Friday between the hours of (8:00 am - 4:30 pm) and 1 out of 6 Saturday's (7:30 am - 12:30 pm). Average of 40 hours a week.

LOCATION: Cedar Rapids

BENEFITS: Our employees are our most valuable assets, so we invest in them with a comprehensive and competitive benefits package. Our philosophy of taking care of the customer extends to taking care of our employees so that they, in turn, can take good care of themselves and their families. Join Hills Bank and let us surprise you with even more perks!

SCOPE:

A Technical Support Specialist is the single point of contact for all Information Technology (IT) related incidents and requests within the organization. They provide timely and accurate tier-one troubleshooting for hardware, software, printing, and IT security related matters. They assist to analyze, resolve, and maintain both hardware and software for networks, telecommunications, and computing environment within the organization. This role interacts heavily with end users by way of in person or remote support interactions.

ACCOUNTABILITIES:

End User Support: (60%)

• A single point of contact for all Information Technology (IT) related incidents and requests.
• Timely, accurate, and efficient tier-one troubleshooting for hardware, software, printing, mobile device, and security related matters by way of in person or remote support interactions.
• Assist in analyzing, resolving, and maintaining both hardware and software for networks, telecommunications, printing, mobile devices, and computing environment.
• Deployment and maintenance of the organization's computing and mobile device environment.
• Frontend configuration and maintenance of Cisco phone environment.
• Initiate escalation procedures in order to address more complex incidents or requests.
• Provide onsite support for remote locations.
• Supported Hardware and Software include, but not limited to:
  • Software
    • Microsoft Windows 10, Microsoft Office 2016 & 365, Active Directory, Cisco Call Manager, Cisco Unity, Citrix, Jack Henry Silverlake Core, Silverlake Teller Capture, Encompass, Laser/Decision Pro, Onbase and core organizational applications.
  • Hardware
    • Desktop & laptop computers, mobile devices, printers, document scanners, phones, audio/video and other peripheral equipment.
  • Provide a high-level of consistent, professional, and compassionate customer service.

Administration: (20%)

• Utilize organization's asset management system in order to track and document through hardware lifecycles.
• Create and maintain technical documentation within the organization's ticketing system and knowledgebase.
• End user system and application access maintenance.

Projects and Tasks: (10%)

• Research, evaluate, design, test, and implement new technology initiatives.

Project Implementation and Management: (5%)

• Follow organization and department change management protocols.
• Report progress updates to management and impacted departments and end users.

Other Responsibilities: (5%)

• Will perform other duties or responsibilities as assigned.

EDUCATION AND SPECIAL REQUIREMENTS:

• Associates degree or one to three years IT experience; or equivalent combination of education and experience.
• This job requires skills needed in a typical office environment. This includes computer skills as well as utilization of office equipment.
• Occasional travel is required to branch locations using bank owned vehicles.

• Must follow all requirements of the Vehicle Use Policy including:
• Maintenance of a current driver's license and a satisfactory driving record.
• Drivers of bank-owned vehicles must be at least 19 years of age.

EQUAL OPPORTUNITY EMPLOYER