Technical Support Representative

JOB SUMMARY:

The Technical Support Rep role is crucial in ensuring the smooth operation of our company's technology infrastructure. This position involves troubleshooting hardware and software issues, providing timely technical support to end-users, and contributing to the maintenance and improvement of IT systems.

JOB DUTIES AND RESPONSIBILITIES:

• Technical Support:
• Provide first and second-level technical support to end-users via phone, email, or in-person.
• Diagnose and resolve hardware, software, and network-related issues promptly.
• Escalate complex issues to higher-level IT staff or management when necessary.
• Hardware and Software Management:
• Install, configure, and maintain computer systems, printers, and other peripherals.
• Assist with the deployment of new software applications and updates.
• User Support and Training:
• Assist users with software and hardware-related questions and problems.
• Provide training and guidance to end-users on best practices for using IT resources.
• Create and update user manuals, guides, and documentation.
• Network and Connectivity:
• Troubleshoot and resolve basic network connectivity issues.
• Assist with network setup and configuration tasks as needed.
• Coordinate with network administrators to ensure consistent network performance.
• Security and Compliance:
  
  
  
  • Implement and follow IT security protocols and procedures.
  • Assist in maintaining compliance with company and regulatory IT standards.
  • Monitor systems for security vulnerabilities and take appropriate actions.
  
  
  
  
• System Maintenance and Improvement:
• Perform routine system maintenance tasks, such as updates, upgrades, and patches.
• Participate in the implementation of IT projects and initiatives
• Contribute ideas for improving IT processes and systems.
  
  

OTHER JOB DUTIES AND RESPONSIBILITIES:

• Assists in the development of new business for Firstrust. Is alert to expressed customer/prospect needs to suggest appropriate services. Directs customers to appropriate person to establish business relationships.

• Other duties as assigned.

PHYSICAL AND SENSORY REQUIREMENTS:

• While performing the duties of this position, the employee will constantly be ascending and descending, moving about, and lifting objects. Occasionally, this position requires the ability to lift or move up to fifty pounds in the course of a day. This position will involve installing, operating, and moving computer equipment. The employee will exchange information and communicate instructions to others. The employee will operate a computer terminal during sedentary worktime.

POTENITAL ON-THE-JOB-RISKS:

• None identified.

EDUCATION, TRAINING AND EXPERIENCE:

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field; or equivalent work experience.
• 2+ years of experience in IT support or a similar role.
• Strong knowledge of Windows operating systems.
• Experience with troubleshooting hardware, software, and network issues.
• Excellent problem-solving skills and attention to detail.
• Strong communication, interpersonal, and customer service skills.
• Ability to work independently and as part of a team.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.

WORK SCHEDULE:

• This role is deemed as Mission Essential, which may necessitate working on days when the Bank is not operational, initiates late, or concludes early due to adverse weather conditions.
• The work schedule is a blend of onsite and remote work, necessitating three days of onsite presence and two days of remote work per week.
• Commute to various offices and branches as required.
• Participate in IT on-call rotation for remote support during off-hours. Must be willing to be available and ready to respond on short notice during on-call period.