IT Support Specialist

Century Savings Bank; Vineland (NJ); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

PTO & Sick time

Paid holidays

Life insurance

401k with employer match

Job summary

Century Savings Bank is seeking an IT Support Specialist to serve as the Bank's primary intake for routine technology support requests and to ensure reliable delivery of customer service in line with bank policies and regulations.

You'll provide first-level support for workstations, printers, devices, and standard applications, document work in the service desk, escalate where needed, and assist with asset management, access administration, and basic device deployment.

Responsibilities

• Serves as primary contact for routine tech support requests via phone, email, service desk, or in person.
• Provides first-level support for workstations, laptops, printers, scanners, telephones, mobile devices, conference tech, and standard apps.
• Supports branch equipment and coordinates on-site repairs.
• Assists and trains Bank personnel on hardware, software, and collaboration tools.
• Communicates status and resolution to users and documents work for others.
• Escalates technical matters beyond scope and coordinates with third-party vendors.
• Manages user accounts per approved requests and performs access changes.
• Deploys and images workstations and maintains asset inventory.
• Performs operational checks, backup and security tasks, and documents compliance activities.
• Reports security incidents and supports audits; maintains internal documentation.

Job description

Position Summary

Under the general supervision of the VP/Chief Information Officer (CIO), the IT Support Specialist supports the operational activities of the Bank to meet assigned goals and provide for the optimal delivery of customer service in conformance with established Bank policies, procedures, strategies, and regulations.

This position is designed to be the Bank's primary point of intake for routine technology support requests. The IT Support Specialist resolves routine requests independently, documents all work in the Bank's service desk system, and escalates only those matters meeting the standards established for the Department. Daily technical direction is provided by the AVP/Network and Security Manager. The responsibilities of this role include:

Service Desk and User Support

• Serves as the Bank's primary point of contact for routine technology support requests received by telephone, email, service desk ticket, or in person, and records every request in the Bank's service desk system, including requests received verbally or in person, before work begins.
• Provides first-level support for workstations, laptops, printers, scanners, telephones, mobile devices, conference room and collaboration technology, and standard business applications, including installation, configuration, and troubleshooting.
• Supports branch and teller line equipment, including receipt printers, check and document scanners, signature pads, and cash handling peripherals, coordinating with the applicable service provider when on-site repair is required.
• Assists and trains Bank personnel in the use of Bank-issued hardware, software, and collaboration tools.
• Communicates status and resolution to users through closure of the request, and documents work sufficiently for another member of the Department to resume it without additional explanation.

Ticket Management, Escalation, and Vendor Coordination

• Categorizes, prioritizes, documents, and closes service desk tickets in accordance with established procedures.
• Escalates technical matters exceeding the scope of this position as outlined in the Escalation and Authority Matrix and does not perform work outside the scope of this position unless directed to do so by the CIO.
• Opens, tracks, and follows up on support cases with third-party vendors and service providers, coordinates on-site vendor and technician visits, and keeps the corresponding ticket record current.

Account and Access Administration

• Performs user account creation, modification, and disablement only from an approved request submitted through the service desk, in accordance with Bank procedures.
• Confirms the identity of the requester before performing a password reset or a multifactor authentication re-enrollment and does not perform either action based on an email or chat request alone.
• Completes new hire, transfer, and termination access changes within the timeframe required by Bank procedure and retains evidence of completion.
• Does not modify privileged group membership, security configuration, or the employee's own access rights.

Device Deployment and Asset Management

• Prepares, images, and deploys workstations, laptops, and peripherals using the current standard image, and prepares retired equipment for secure disposal or reassignment in accordance with Bank media handling procedures.
• Receives and records mobile device requests and reports of lost or stolen devices and escalates them to the AVP/Network and Security Manager.
• Maintains the Bank's technology asset inventory, including assignment, location, and lifecycle status, and maintains stock levels of standard equipment, supplies, and consumables.

Operational, Documentation, and Compliance Support

• Performs assigned recurring operational checks, including backup job status, endpoint protection status, and patch deployment status, escalates exceptions, retains evidence of completion for internal review, audit, and examination purposes, and provides documented backup coverage for defined routine operational tasks assigned to the AVP/Network and Security Manager.
• Administers completion tracking, follow-up with non-completers, and reporting for the Bank's security awareness training program.
• Maintains internal technology documentation, standard procedures, and knowledge base content, and assists with information technology audit and examination requests as directed.
• Immediately reports suspected security incidents, phishing messages, and suspicious activity in accordance with the Bank's incident response procedures, and does not attempt independent remediation.
• Fulfills and remains familiar with all compliance requirements within their area of responsibility, and reports allegations of wrongdoing or suspicions that any Bank policies or procedures have been violated.
• Performs other related duties as assigned, within the scope of their authority and expertise, to provide technology support to all employees of the Bank.

Benefits include medical, dental, and vision insurance, PTO and Sick time, paid holidays, life insurance, and a 401k with employer match.