Network Support Technician

Summary:

Responsible for maintaining and supporting the daily operations of the Bank's local (LAN) and wide (WAN) area networks. Provides first-line technical support to approximately 150 users in the utilization of hardware, software and interfaces. Troubleshoots problems relating to Windows, Active Directory Services, VMware, Microsoft Office, SQL, and Exchange servers and implements a timely resolution or escalation as required. Assists in designing training programs in order to educate users on software, operating systems, interfaces and hardware. Provides support to end users in all areas of PC use.

Qualifications:

Education: Associate's Degree in Computer Science.

Licenses/Certifications: Valid Ohio's Driver's License.

Experience: Two years of related experience and/or training, or equivalent combination of education and experience. Demonstrated experience in supporting end-users operating in a Windows/Active Directory environment.

Essential Functions:

A: Job Specific:

• Provide Level One helpdesk support -- provide exceptional customer service by working closely with end users to resolve issues pertaining to software, hardware, operating systems and interfaces. Answer questions and demonstrate proper utilization of systems.
• Diagnose problems with and coordinate repair of computer equipment, including servers, users' desktops, and peripherals.
• Assist System Administrator(s) and vendors with installations, maintenance/repair, and troubleshooting for issues related to Active Directory, Exchange Server, and LAN/WAN set-up.
• Assist with the initial configuration, installation, and maintenance of computer systems including servers and user desktops.
• Review, evaluate and recommend hardware and/or software enhancements. Analyze best practices and keep abreast of changes within the computer industry.
• Travel within branch network to deliver and setup computer hardware and peripherals.
• Update and maintain technical databases to record and track problems, equipment and software inventory, maintenance and backup logs.
• Perform testing on new or repaired systems, equipment and applications.
• Perform maintenance and system upgrades as needed.
• Work on assigned projects as needed, meet applicable deadlines, and report status to management timely.

Knowledge/Skills/Abilities:

• The ability to communicate effectively and clearly, both in verbal and written communications.
• Excellent interpersonal skills.
• Strong knowledge of the business area that is being supported.
• Self-directed and motivated.
• The ability to manage multiple tasks.
• Excellent problem-solving skills.
• Technical writing.
• Ability to work with mathematical concepts such as probability, statistical reference, fundamentals of plan and solid geometry and trigonometry. Ability to apply mathematical concepts to practical situations.
• Ability to read, analyze and comprehend general business periodicals, professional journals, technical procedures, audit reports, or governmental regulations.
• Ability to respond to common inquiries or complaints from employees, vendors and management staff.
• Ability to effectively present information to individuals one-on-one or a small group setting.
• Ability to articulate technical concepts to end-users. Ability to write user guides/manuals.

Sutton Bank is an equal employment opportunity employer. Employment decisions are made without regard to disability, veteran status, race, color, religion, sex, sexual orientation, gender identity, national origin, age, or genetic information.