Network & Application Support Specialist - Onsite

Sturgis Bank & Trust Company; Michigan; On-site; USD 45,000 - 60,000; Full time

Job summary

Sturgis Bank & Trust Company is seeking a Support Specialist to ensure smooth computer operations for end users. You will receive, prioritize, document, and resolve help requests, with hands-on desktop support and hardware maintenance.

Responsibilities include diagnosing issues, applying updates, and maintaining PCs and peripherals, while providing timely resolutions and follow-up with users.

Qualifications

• High school diploma or equivalent.
• Experience supporting Windows PC systems.
• Strong interpersonal and problem-solving skills.
• Excellent written and verbal communication.

Responsibilities

• Evaluate documented resolutions and analyze trends to prevent future problems.
• Field end-user requests via phone or work orders promptly.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, and knowledge bases to aid resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, installing and troubleshooting printers and configuring systems and applications.
• Test fixes to ensure problems are resolved.
• Perform post-resolution follow-ups to help requests.
• Set up equipment for employee use and install/configure OS and software.
• Ask internal customers questions to diagnose problems effectively.
• Prepare evaluations of software and hardware and submit recommendations to management.
• Perform related duties as needed.

Skills

Basic computer hardware

Diagnostic utilities

Communication skills

Interpersonal skills

Documentation skills

Research/troubleshooting

Task prioritization

Customer service orientation

Education

High school diploma

Tools

Operating system basics

Job description

Summary

The Support Specialist's role is to ensure proper computer operations so that end users can accomplish organizational tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostics and help request tracking tools, as well as require that the individual give hands-on help at the desktop level. The Technical Support Specialists also installs, upgrades, repairs, and maintains computer equipment and peripherals (PCs, printers, fax machines, etc.).

Key Responsibilities

• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Field incoming help requests from end users via both telephone and\or work orders in a courteous and prompt manner.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Performs hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, installing, and troubleshooting printers and configuring systems and applications.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Set up equipment for employee use, performing or ensuring proper installation of cable, operating systems, and appropriate software.
• Ask internal customers questions to properly diagnose the problem.
• Prepares evaluations of software and hardware and submits recommendations to management for review.
• Perform related duties consistent with the scope and intent of the position.
• Other tasks as assigned.

Supervisory Responsibilities

No direct reports.

Requirements

Qualifications

• Knowledge of basic computer hardware.
• Working knowledge of a range of diagnostic utilities.
• Good understanding of the organization’s goals and objectives.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.

Education and/or Experience

• High school diploma or equivalent.
• Experience support Windows PC systems.
• Strong interpersonal skills.
• Excellent problem-solving skills.
• Experience working in a team-oriented, collaborative environment.

Certificates, Licenses, Registrations

NA

Work Environment

• Sitting for extended periods of time. Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components. Lifting and transporting of moderately heavy objects, such as computers and peripherals.