IT SUPPORT TECH

Northwest Community Bank - Winsted, CT

Full-time

Winsted, CT

Credit Intermediation and Related Activities

About the position

The IT Support Technician is responsible for ensuring the continuity of computer system services for users by providing help desk support, training, and resolving hardware and software issues in accordance with bank policies. This role requires a proactive approach to service delivery, ensuring high responsiveness to both employees and customers.

Responsibilities

• Respond to user hardware and software problem calls and requests for service, both on-site and over the phone.
• Document call tickets in tracking software.
• Create, configure, and modify user accounts and groups in Active Directory and Exchange accounts as needed.
• Manage user access for bank systems.
• Support end-user community on new systems and answer technical questions about equipment and software applications.
• Provide guidance to users in the startup and use of software programs including Microsoft Office, Outlook, and other bank-specific software.
• Update procedure manuals and documentation as necessary.
• Perform unlocks and resets on network users and applications.
• Distribute ordered technology communications to employees.
• Coordinate internal disaster tests for all departments.
• Oversee phone systems including voicemail and voicemail to email.
• Submit and authorize payments for technology invoices.
• Attend relevant seminars and courses to update and advance knowledge and skills.

Requirements

• AA/AS degree in a computer-related field or equivalent specialized coursework and training.
• Working knowledge of the MS Office Suite (Outlook, Word, Excel, PowerPoint).
• Experience with remote software support, core software, ATM support, and document storage software.
• Proficient in Windows Operating Systems and Active Directory.
• Understanding of installation, configuration, and troubleshooting processes for software, hardware, networking, and accessory equipment.
• Strong organizational, time management, interpersonal, and communication skills.
• Experience with personal computer equipment.
• Ability to travel throughout the branch system.
• Ability to work extended or weekend hours.