Information Technology Helpdesk Technician II

INVESTORS COMMUNITY BANK

POSITION DESCRIPTION

SUMMARY

The position of Information Technology Helpdesk Technician II is responsible for providing support to employees using the bank’s computers, network, software, hardware, VoIP and Video Conferencing platforms, and performing the duties needed to ensure a successful Information Technology Team.

ESSENTIAL DUTIES

Provides end user software and hardware support on a variety of programs used throughout the Bank.

Analyze complex computer systems, identify problems, and develop and implement logical conclusions and effective solutions.

Works effectively with the IT Team in the development, deployment, maintenance and security of the network; implementing the installation and maintenance of hardware and software. Implements and creates documentation for the network administration, operations, and security functions.

Good working understanding of Bank and Fiserv systems, Cisco phone system, physical servers, applications, Video Conferencing equipment, printer functionality and maintenance, AD functionality, MDM application, VMware, Veeam.

Travel is required (10%-20%). A static schedule supporting Green Bay, Appleton, Stevens Point, Fond Du Lac and other locations throughout the state.

Assures that all duties are performed in accordance with banking compliance regulations, processes, and procedures. Works with other areas in the bank to ensure integrated compliance where necessary.

Assist in project related activities and duties as needed. Participates in the evaluation of vendor hardware, software, and telecommunications equipment products; recommends purchases consistent with the Bank’s short and long term objectives.

Be a team player, with a great attitude towards helping people understand, and utilize the Banks technology platforms

Assures that all duties are performed in accordance with banking compliance regulations, policies, processes, and procedures. Works with other areas in the bank to ensure integrated compliance where necessary.

SECONDARY DUTIES

The position of I.T. Helpdesk Technician II performs duties specific to the position and other functions as assigned.

SUPERVISORY RESPONSIBILITY

The position of I.T. Helpdesk Technician II is not responsible for the supervision of any employee(s), but is expected to help mentor and be a resource to less experienced team members.

ENVIRONMENT AND PHYSICAL ACTIVITY

The environment for this position is an open office that is mostly clean and comfortable, and includes driving a Bank or personal-owned vehicle approximately 10-20% of the time which includes exposure to the outside weather elements and moving mechanical parts. It may include some minor annoyances such as moderate noise, odors, drafts, traffic, etc. The incumbent is in a non-confined office-type setting and he or she is free to move about at will.

The incumbent in the course of performing this position spends time writing, typing, walking, standing, speaking, listening, regularly lifting (up to 50 pounds), driving, carrying, reaching, squatting, kneeling, crawling, seeing (close, distance, color, and peripheral vision, including depth perception and the ability to adjust focus) and sitting.

The incumbent for this position may operate any or all of the following: telephone, cellular telephone, beeper, copy and fax machines, microfilm equipment, adding machine (calculator), typewriter, computer terminal, personal computer, miscellaneous computer-related equipment (e.g., printers, files servers, modems, routers, etc.).

MENTAL DEMANDS

The incumbent in this position must be able to accommodate to reading documents or instruments, detailed work, problem solving, reasoning, math, language, presentations, verbal communication, written communication, analytical reasoning, stress, training others, multiple concurrent tasks and constant interruptions.

POSITION REQUIREMENTS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

Formal education from a college, technical or trade school in computer network technology and 2 years related experience, or an equivalent combination of education and experience. Work related experience should consist of a technical background in information resources and networking technology.

Strong ability to communicate technical information, both verbal and written, to a wide range of end-users.

Strong customer service and troubleshooting skills.

Basic knowledge of Bank operations and lending products and services; related state and federal laws and regulations, and other Bank operational policies and procedures.

Ability to read, analyze and interpret general business periodicals, professional journals, and technical procedures.

Progressive experience with personal and mainframe computer systems, Windows desktop and server O/S, Active Directory maintenance and Exchange, Cisco Systems voice, video, web collaboration, file server knowledge, Enterprise security tools, Ghost.

Advanced skills in computer terminal and personal computer operation and troubleshooting techniques; mainframe computer system, and network administrative programs and resources.

Basic skills in software programs of diverse functionality used by the Bank, including but not limited to, MS Office, and various desktop applications.

Intermediate typing skills to meet production needs of the position.

Intermediate math skills; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors; compute rate, ratio and percent, including the drafting and interpretation of bar graphs.

Effective oral, written and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, train personnel, interpret documents, understand procedures, write reports, correspondence and procedures, speak clearly to customers and employees both in person and on the phone.

Demonstrate strong analytical and project management skills for a variety of tasks or projects.

Ability to deal with difficult technical problems involving multiple facets, variables and situations where only limited standardization exists.

Excellent organizational and time management skills.

Ability to work with minimal or no supervision while performing duties.

Current Wisconsin driver’s license and a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties and responsibilities.

The incumbent must be able to perform this position safely, without endangering the health or safety to himself or herself or others.

Management reserves the right to change this position description at any time according to business needs. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability status, or veteran status. Investors Community Bank is an Affirmative Action / Equal Employment Opportunity Employer.