Systems Support Specialist

First Mutual Holding Co.; Lakewood (OH); On-site; USD 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a Systems Support Specialist to join their dynamic Help Desk team. This full-time role involves providing essential technical support to end users, managing hardware repairs, and ensuring smooth onboarding processes for new employees. The ideal candidate will have a strong background in network administration and troubleshooting, with a preference for those experienced in financial services. This is an exciting opportunity to contribute to a forward-thinking organization in the banking sector, where your technical expertise will play a pivotal role in enhancing user experience and operational efficiency.

Qualifications

• 3 to 5 years of experience in IT support required.
• Certifications like CompTIA A+ preferred for higher-level roles.

Responsibilities

• Provide first-level technical support and manage user accounts.
• Assist with hardware repairs and maintain the company intranet.

Skills

Network Administration

Troubleshooting IT Issues

Hardware Support

MS Office Proficiency

Remote Desktop Experience

Cleartouch Experience

Education

High School Diploma

Bachelor’s in IT or Business

Certifications (CompTIA A+, Network+, Security+)

Job description

Join to apply for the Systems Support Specialist role at First Mutual Holding Co.

Job Type

Full-time

Description

Position Summary:
As a team member on the Help Desk, the Systems Support Specialist Level I and Level II provide first-line assistance to end users with all technology issues.

Duties And Responsibilities Level I

• Provide first level technical support for end users via phone requests and helpdesk tickets, prioritize and track requests through resolution, and communicate status updates.
• Maintain and update the company intranet, ensuring shared documents and links are current, and assist users with internet-related questions.
• Perform hardware work such as repairing laptops, printers, and other equipment, including imaging, moving, and replacing parts.
• Set up and train new users during onboarding, providing equipment training.
• Manage user accounts and access controls as systems administrator.
• Assist with other tasks like invoice processing, conference call setup, and backup support as needed.

Technical Expertise Level I

• Experience in network administration, troubleshooting IT issues, and hardware support is required.
• Experience in financial services or banking is preferred.
• Proficiency in MS Office; Remote Desktop and Cleartouch experience are preferred.

Education And Experience Level I

• High School Diploma or equivalent required; Bachelor’s in IT or Business preferred.
• 3 to 5 years of experience required.

Duties And Responsibilities Level II

Includes all Level I duties plus:

• Ensure timely ticket resolution and create Knowledge Base articles.
• Participate in annual technology refresh projects.
• Provide technical training to staff.
• Serve as Fiserv vendor contact and Cleartouch Administrator.
• Work with vendors on third-party applications and hardware.
• Travel to affiliate banks as needed.
• Work flexible hours, including evenings and weekends, and drive to branch locations.

Technical Expertise Level II

• Experience with Cleartouch Administration preferred.

Education And Experience Level II

• Certifications such as CompTIA A+, Network+, Security+ or Microsoft MTA/MCSA preferred.
• Minimum of 5 years of experience required.

Physical Environment

• Regularly lift and move up to 40 pounds, and perform various physical activities.
• Work in an office environment, typically Monday to Saturday, with occasional overtime and travel.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Industry: Banking