IT Operations Engineer

Job Overview:

We are seeking a highly skilled and experienced IT Operations Engineer to provide technical assistance to our staff. In this role, your duties will include ensuring optimal use of our hardware and software technologies, enhancing system performance, and securing data. This position will also be required to advise on IT equipment upgrades, maintenance, Banking application support and collaborate with IT Operation teammates.

Key Responsibilities:

• Responding to requests for technical assistance in person, via phone, or electronically
• Installing software and updating hardware
• Support and maintain bank hardware: PCs, printers, scanners, VoIP phones, and other enterprise technology.
• Support and maintain bank software: Microsoft Windows and Office, Patching, Fiserv Premier banking software/application, Fiserv Business Analytics, and other banking/financial platforms.
• Diagnosing and resolving technical hardware and software issues
• Troubleshoot and resolve issues with printers, scanners, mobile devices, and other peripheral equipment.
• Researching questions using available information resources
• Provide technical guidance and training to end-users on software, hardware, and network-related issues.
• Following standard IT and helpdesk procedures
• Logging all helpdesk interactions and collaborating with other IT teams to identify and escalate complex issues requiring specialized technical expertise.
• Maintain inventory of various technology-related equipment.
• Managing the day-to-day operations of computer networks.
• Develop training materials and procedures for end users.
• Collaborate with other IT Operation teammates ensuring that they are equipped with the necessary skills, tools, and resources to effectively carry out their responsibilities.
• Assist the Head of IT (or other supervisors as assigned) with IT Operations-related and Application Support duties.
• Assist the Head of IT (or other supervisors as assigned) with project management and execution.
• Handles technical assistance requests to ensure that all daily tasks are completed.
• Contribute to the development and maintenance of technical documentation, knowledge base articles, and user manuals.
• Perform any tasks or projects as assigned by management.
• Any task as assigned by the team lead or manager.
• Keeping track of technological advancements and trends in IT and Application support.
• Complies fully with all Bank policies and procedures as well as all regulatory requirements (e.g. Bank Secrecy Act, Anti-Money Laundering, Code of Conduct, and etc.). Must complete all required training.
  

Qualifications:

• High School Diploma or associate degree
• Combination of Experience and Education can meet the job requirements.
• 5+ years of Helpdesk support experiences or more (Preferred)
• 2+ years of IT Applications, Fiserv Premier and related application support experience or more (Preferred)
• Proficiency in Fiserv Premier Core, Business Analytics, BPM, and other Fiserv reporting related products and applications.
• Solid understanding of Windows and MacOS operating systems, Microsoft Office Suite, Active Directory, Windows servers, and networking concepts.
• Solid understanding of PC Imaging and maintaining the Images.
• Some technical understanding of network and system troubleshooting.
• Ability to work outside normal business hours if required to include evenings and weekends.
• Strong organizational and interpersonal skills
• Ability to work with minimal supervision.
• Results oriented in a deadline driven work environment.
• Strong communication and collaboration skills, with the ability to work effectively with other departments, stakeholders, and vendors.
• Willingness to travel to Bank’s assigned Data Centers and Branches as necessary.
• Open to other extended duties as assigned (as needed)