IT Support Specialist

Ready to Take Your Career to the Next Level? Join Heritage Bank NA!

Position Summary

The IT Support Specialist provides technical assistance, support, and solutions to end users within an organization. This role is responsible for troubleshooting hardware and software issues, maintaining computer systems and networks, and ensuring the smooth operation of IT services. The ideal candidate will possess strong problem-solving skills, a customer service mindset, and a solid understanding of various technological platforms. 

Core Responsibilities

• Respond promptly to user inquiries and provide technical support via phone, email, chat, remote connection, or in person. 
• Troubleshoot and resolve hardware, software, and network issues for servers, desktops, laptops, printers, and mobile devices. 
• Install, configure, and upgrade computer hardware, operating systems, and software applications. 
• Monitor, maintain, and support the organization's IT infrastructure, including servers, networks, and security systems. 
• Document issues, solutions, and frequently asked questions for future reference and knowledge base development. 
• Assist in setting up new user accounts, email, and access permissions according to company policies. 
• Collaborate with other IT team members and escalate complex issues as necessary. 
• Support remote users and troubleshoot connectivity and VPN issues. 
• Participate in routine system maintenance, software updates, and data backup procedures. 
• Supports user setup on security alarm system and security camera system access and contacts vendor when there are issues with the systems. 
• Educate users on best practices for IT security and proper use of equipment and software. 
• Other duties as assigned. 

Secondary Responsibilities

• Participates in all required BSA training and demonstrates knowledge of BSA relative to job responsibilities.
• Responsible for security as it applies to this position.
• Other duties as assigned.

Bank Standards

• Mission: Help people succeed financially.
• Ethics: Always do the right thing. 
• Solutions: Bring innovative solutions to challenges. 
• Ownership: Take accountability and learn from our mistakes. 
• Positivity: Bring energy and enthusiasm to everything we do. 

Compensation & Benefits

Get ready to be rewarded! This position provides an annual salary range of $22.50 - $25.00. Full-time team members enjoy a comprehensive benefits package including paid time off, paid holidays, and even paid volunteer days. Your health is covered with medical, dental, and vision insurance, plus plan for your future with our 401(k) and ESOP retirement plans. Enjoy additional benefits and incentives consistent with our company policy. Join us and discover how rewarding your career can be!

Disclaimer

This job description outlines the general nature of the role and is not intended to be all-inclusive. Duties, responsibilities, and benefits may change as business needs evolve. Employment is at will, meaning either the employee or the Company may end the employment relationship at any time, consistent with applicable law.  

We are an Equal Opportunity Employer and value diversity at all levels of the organization.

Qualifications:

• Associate or bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience). 
• Previous experience in an IT support or help desk role is preferred. 
• Familiarity with Windows operating systems, Microsoft Office Suite, Microsoft Azzure and common business applications. 
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP) and troubleshooting network connectivity issues. 
• Ability to diagnose and resolve technical issues efficiently and effectively. 
• Excellent verbal and written communication skills. 
• Strong organizational skills and attention to detail. 
• Customer-focused attitude with a commitment to providing high-quality support. 

Preferred Qualifications: 

• Relevant Microsoft certifications a plus. 
• Experience with ticketing systems and remote desktop support tools. 
• Knowledge of cybersecurity principles and practices. 
• Ability to work independently and as part of a team in a fast-paced environment.