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Systems Support Technician

Company: Cape Cod Five Cents Savings
Location: Hyannis
Posted on: June 12, 2021

Job Description:

Provides primary support of 3rd party client PC software applications and assists in all aspects of technical support for operating system software & hardware configurations. Provides secondary support for network administration systems and imaging platforms.

ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES, IN PRIORITY ORDER:

Help Desk Support

  • Troubleshoot system performance problems and/or application level issues with 300 users
  • Provide primary help desk support to users; document and track all user support requests
  • Participate as required in technical training programs designed to provide technical insight and knowledge transfer for the Bank's employees
  • Collaborate with the training department to develop a technical training program to continually update our users' level of technical awareness

System Upgrades

  • Install patches and upgrade to enterprise wide systems.
  • Assist with the planning and installation of servers, PCs, printers, scanners and all other types of peripheral gear
  • Assist with the planning and installation of patch updates to the Network Operating System
  • Assist PC users with system configurations and software selection/installation
  • Assist with any equipment relocation/replacement projects as necessary
  • Work with technology staff to perform system upgrades as required

Network Administration

  • Provide supplementary support of the WAN/LAN infrastructure including all routers and switches
  • Perform network administration responsibilities in the absence of the Network Administrator
  • Assist with administration and support of virus protection software platform
  • Provide secondary support of the Bank's firewalls

System Support

  • Provide application level and system level support as required for the Bank's imaging platform
  • Perform imaging system support responsibilities in the absence of the Data Center Coordinator
  • Maintain up to date documentation and procedures for systems supported in house
  • Provide support as required for all the Bank's databases
  • Maintain a strong technical understanding of critical or key applications and operating systems

EDUCATION, CERTIFICATIONS: (Minimum education required to perform the duties of this position):

Associate Degree or equivalent plus specialized course work and training in Technical Support

KNOWLEDGE, SKILLS & ABILITIES:

Minimum of 3 years of technical support experience in a distributed financial services environment preferred.

Extensive knowledge of PC hardware, banking application software, operating systems, Local Area Networks, Wide Area Networks and the Internet is desirable.

Strong organizational and communication and problem solving skills required.

Excellent interpersonal skills a must.

Prior help desk (or customer service) experience required.

Must have cyber security awareness to protect the digital environment, the Bank and customers.

COMPETENCIES:

Customer Service

Communication Skills - both interpersonal and written

WORKING RELATIONSHIPS/CONTACTS: (Positions with which incumbent has most frequent contact)

PHYSICAL DEMANDS: (Physical effort generally associated with position)

WORKING CONDITIONS: (Typical working conditions with this type of work and environmental hazards, if any, that may be encountered in performing the duties of this position)

Internal -- work is normally performed in climate controlled office environment, where exposure to conditions of extreme heat/cold, poor ventilation, fumes and gases is very limited. Noise level is moderate and includes sounds of normal office equipment (computers, telephones, etc). No known environmental hazards are encountered in normal performance of duties. Length of day is unpredictable; long hours may be required to accommodate deadlines or special meetings.

External -- Some travel to remote Bank locations will be required; this will include some overnight travel, not to exceed 5%. Environmental conditions are regular office and branch locations of the Bank.

Keywords: Cape Cod Five Cents Savings, Nantucket , Systems Support Technician, Other , Hyannis, Massachusetts

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