Frontline IT Support Specialist (1st Line)

AmeriServ Financial Inc.; Johnstown (Cambria County); On-site; USD 42,000 - 62,000; Full time

Job summary

AmeriServ Financial Inc. is seeking an IT Help Desk professional to respond to client IT questions, resolve issues, and escalate when needed. You will manage incident tickets, maintain access controls, and serve as a liaison between clients and IT teams.

Responsibilities include configuring equipment, applying patches, and keeping knowledge bases up to date. Strong communication and analytical skills are essential for success in this fast-paced environment.

Qualifications

• An associate degree in an information-related field with at least one year of IT experience is preferred.
• A high school education with at least three years of IT experience is required.
• Practical knowledge of mobile and PC operating systems and applications, and an understanding of network topologies, is required.
• Proven ability to diagnose and correct operating-system and application problems, along with strong interpersonal, analytical, and communication skills, is required.

Responsibilities

• Act as the primary client contact point for IT-related issues (hardware, software, applications, telephones, etc.), receiving calls, resolving them, or escalating as needed.
• Track incoming requests in the incident-management ticketing system, recording details and steps to resolution, assigning tickets to the appropriate support operator, and handling on-call tickets from email, in-person, and chat.
• Manage system access accounts in accordance with established policies and IT controls, ensuring all employee access requests are completed accurately and on time.
• Serve as liaison between the client, IT support team, and network/voice team to determine the appropriate resource for issue resolution.
• Recognize more serious situations and alert the appropriate administrators of issues that warrant immediate attention; notify other clients of serious problems.
• Act as the main source of company-wide or departmental communications regarding system-related issues, notifying clients of planned updates or outages that could affect daily operations.
• Assist with configuring new and repurposed IT equipment according to established configuration requirements and provide high-level customer service during equipment deployment.
• Apply software patches to IT equipment following change-management practices, using the automated patch management system where applicable.
• Adhere to all IT policies and procedures.
• Maintain and update IT support documentation and knowledge-base for the customer self-service portal.
• Participate in the after-hours on-call support team, responding to system notifications and incidents; document calls and emails received with resolution details in the ticketing system.
• Continuously keep current and enhance knowledge of computer hardware and software through courses, certifications, or continuing education.
• Maintain a good working relationship with company employees, demonstrating strong interpersonal skills and the ability to work independently and as a team player, contributing to departmental and organizational success.
• Follow core principles guiding the IT team: respect others, give your best, be accountable, communicate transparently and effectively, inquire and provide honest feedback, and commit to a lifetime of learning.

Skills

Technology savvy

Customer/client focus

Deadline oriented

Analytical skills

Interpersonal skills

Ethical conduct

Education

Associate degree in information-related field

High school diploma

Job description

AmeriServ Financial Inc. is seeking an IT Help Desk professional to respond to client IT questions, resolve issues, and escalate when needed. You will manage incident tickets, maintain access controls, and serve as a liaison between clients and IT teams.

Responsibilities include configuring equipment, applying patches, and keeping knowledge bases up to date. Strong communication and analytical skills are essential for success in this fast-paced environment.