Job Description

Summary of :

Under general direction from the Director of Information Technology, the Technical Support Analyst is a first and second level customer/business contact for the troubleshooting and resolution of end user technical incidents and requests.

Primary Duties & Responsibilities:

• Answer incoming calls to the IT department and ticketing system support of end user service requests
• Travel between bank locations in Erie County and Chautauqua County
• Installation of computer hardware and software.
• Create or develop written documentation and procedures as required.

Assist the Vendor Compliance Management team with reports and monitoring of vendors. * Assist in coordinating ATM installations and software upgrades.

• Vulnerability mitigation through patching and updates to enterprise-wide systems
• Working to agreed service levels, the main responsibility is to provide professional, timely, and high-quality closure of calls/tickets tracked within our service desk
• Management of events/incidents in accordance with incident & problem management procedures
• Incident/Problem resolution in line with agreed business service levels
• Record and timely update of Incidents/Problems within service desk
• Desktop/Laptop deployment and imaging
• User account creation and maintenance including network and required business applications
• Technical end user hardware/software troubleshooting & resolution (on & off-site users)
• Office automation equipment troubleshooting and resolution (printers, faxes etc.)
• Resolution of other technical issues as required
• Escalate major technical issues to System Admin/3rd Party support
• Analysis and reporting of Desktop support metrics and advising on ways to improve
• Creating end user and internal knowledge articles for publishing on employee intranet site
• Participates in the continuous improvement of corporate policies & process and resources in relation to incident and problem management
• Maintains and increases knowledge and skills through attendance at meetings, conferences, training seminars and courses
• Other duties as/when required by Director of Information Technology
• Asset Management and inventory control \xe2\x80\x93 Physical audits of systems and disposal of assets

Required Skills

Skills and Abilities Required:

• Must have strong organizational skills, be self-disciplined while having the ability to work independently.
• IT banking experience - Preferred
• Good analytical and problem-solving skills.
• Must maintain a high degree of confidentiality.
• Ability to work flexible hours when necessary to accommodate the needs of the organization.
• Must possess a strong knowledge of personal computers, including network administration, and typical software packages.

Required Experience

Mandatory Requirements:

• Must maintain knowledge of and ensure compliance with Bank Secrecy Act regulations and all other regulatory, security and Bank policies and procedures.
• Must maintain a positive work atmosphere by behaving and communicating in a professional manner so that a positive working relationship with customers, co-workers, company employees, managers, and board members exists.
• Must be able to lift, bend, stretch and carry up to 25 pounds and be able to climb stairs while carrying equipment.
• Must have reliable transportation and the ability to travel to all branch locations at any time as needed.
• Associate degree or higher in technology field and or equivalent work experience \xe2\x80\x93 Preferred

Skills and Abilities Required:

• Must have strong organizational skills, be self-disciplined while having the ability to work independently.
• IT banking experience - Preferred
• Good analytical and problem-solving skills.
• Must maintain a high degree of confidentiality.
• Ability to work flexible hours when necessary to accommodate the needs of the organization.
• Must possess a strong knowledge of personal computers, including network administration, and typical software packages.

Mandatory Requirements:

• Must maintain knowledge of and ensure compliance with Bank Secrecy Act regulations and all other regulatory, security and Bank policies and procedures.
• Must maintain a positive work atmosphere by behaving and communicating in a professional manner so that a positive working relationship with customers, co-workers, company employees, managers, and board members exists.
• Must be able to lift, bend, stretch and carry up to 25 pounds and be able to climb stairs while carrying equipment.
• Must have reliable transportation and the ability to travel to all branch locations at any time as needed.
• Associate degree or higher in technology field and or equivalent work experience \xe2\x80\x93 Preferred

Lake Shore Savings Bank