System Support Technician - Bank at Corporate Office – Midlothian, Virginia

Provides enterprise-wide support for computer hardware, software, peripherals, and telephony systems. This includes planning, developing, installing, configuring, maintaining, supporting, and optimizing all hardware, software, and communication links. This role also encompasses analyzing and resolving end-user hardware and software computer problems in a timely and accurate fashion, providing end-user training when required. In addition to technical support, this position contributes to controlling the company’s computer systems and peripheral equipment for the purpose of uninterrupted data processing, operating runs, and batch program jobs. This includes monitoring system consoles for error indicators, error messages, failures, and peripheral malfunctions. The technician will apply proven analytical and problem-solving skills to identify, diagnose, and resolve malfunctions to achieve system or network recovery.

Help Desk Support (50%)

• Responds to branch/department requests for assistance and installations.
• Acts as a resource to others regarding use of computers, related workstation hardware and software programs and equipment, telephone, and voicemail.
• Liaise with and provide training and support to internal employees on technology issues.

Workstation Support (25%)

• Installs, configures, tests, maintains, monitors, and troubleshoots end-user workstation hardware, software, networked peripheral devices, cabling, and networking hardware and software products.
• Ensures network connectivity to all workstations.

Network Troubleshooting (15%)

• Receives and responds to incoming calls, tickets, and/or e-mails regarding computer connectivity problems.
• Prepares, maintains, and adheres to procedures for logging, reporting, and statistically monitoring data.
• Troubleshoots a variety of issues and resolves immediately; refers unresolved ones to appropriate third party vendors or escalates as necessary, and monitors problem through ultimate resolution.

Administrative (10%)

• Prepares and ensures accuracy of documentation, procedures manuals, and help sheets for computer installations, including data, voice, and video systems. Perform audits.
• Maintains an understanding of, and complies with applicable banking regulations, operating procedures, and security guidelines.
• Tracks a variety of systems and engages the proper support channels when system issues occur and/or maintenance is needed.

Education and Experience:

College diploma or university degree in the field of computer science, information technology, or networking, and/or 1-2 years equivalent work experience required. A combination of experience and education will be considered. Professional certifications are preferred in place of educational requirements required.

Knowledge, Skills, and Abilities:

A working technical knowledge of network and PC operating systems and current network hardware, protocols, and standards. Hands-on hardware troubleshooting experience and knowledge of applicable data privacy practices and laws are preferred. Excellent communication, interpersonal, and customer service skills are required. Demonstrated analytical and problem-solving skills are also required; must be detail oriented. Able to communicate effectively with people at all levels, presenting ideas in a user-friendly language; conduct research into issues and products as required. Must be able to effectively prioritize and execute tasks in a high-pressure environment and operate network component analyzers, scanners, and testers. Must be self-directed but able to work effectively in a team-oriented and collaborative environment.

Travel

Must be able to travel to all Bank locations, including subsidiaries.

Physical demands:

Employee may experience the following physical demands for extended periods of time: Sitting for extended periods of time; use of hands and fingers to operate a computer keyboard, mouse, sorter, power tools, and to handle other computer components; occasional climbing or bending to inspect cables in floors and ceilings; lifting and transporting of moderately heavy objects, such as computers and peripherals.

Work Environment:

Work is performed in an operational office environment. On-call rotation during the week and weekends.