Operations and IT Support

JOB SUMMARY FOR THIS POSITION:

The Operational and IT Support role provides flexible, branch‑based technical, operational, and security support across all bank locations. This position supports Interactive Teller Machines (ITMs), IT systems, end‑user devices, and banking applications while also answering as the IT Helpdesk, coordinating with vendors, and assisting with select Information Security Officer (ISO) functions. The role additionally provides support for Accounts Payable processes and in‑branch branding content updates. It is a hands‑on, employee‑facing role that requires adaptability, attention to detail, comfort in both frontline and technical environments, and regular travel between branches to meet operational needs.

EXPECTATIONS FOR THIS POSITION (but are not limited to):

ITM & Branch Operations Support

• Travel between assigned branches to provide on‑site support for ITM operations and staff needs.
• Assist branch teams with pulling deposits, balancing ITMs, and performing daily settlement procedures.
• Replenish ITM cash, consumables, and supplies in accordance with dual‑control and security procedures.
• Troubleshoot basic ITM issues, escalate technical problems to vendors or IT as needed, and coordinate service calls.
• Provide on‑site and remote support for ITMs, ATMs, and teller‑facing technology.
• Support branch staff with ITM functionality questions, customer transaction issues, and best operational practices.
• Monitor ITM uptime, performance, and error logs; assist in implementing improvements to enhance customer experience.

IT Helpdesk Support

• Serve as a first‑line responder for IT support tickets, including hardware, software, network, and user‑access issues.
• Assist with workstation setup, peripheral installation, and basic troubleshooting for branch employees.
• Troubleshoot hardware, software, network, and peripheral issues.
• Document support activities, resolutions, and recurring issues to improve IT processes.
• Coordinate with third‑party vendors when necessary to resolve technical problems.
• Provide user training on bank systems, security practices, and new technology rollouts.

Information Security Support (as assigned)

• Assist the Information Security Officer with routine tasks such as:
  • User access reviews and permission audits.
  • Monitoring security alerts and assisting with incident documentation.
  • Updating security logs, inventories, and compliance records.
  • Supporting cybersecurity awareness initiatives and staff training.
• Help ensure adherence to bank security policies, regulatory requirements, and internal controls.
• Assist with routine security monitoring, including log reviews and alert triage.
• Support patching, updates, and vulnerability remediation efforts.
• Help maintain compliance with FFIEC, GLBA, and internal security policies.
• Participate in cybersecurity awareness initiatives and staff training support.

Operational Support

• Support branch operations by assisting with equipment setup, relocations, and new‑branch technology deployments.
• Maintain inventory of IT hardware, supplies, and replacement parts.
• Assist with vendor coordination for technology services, telecommunications, and equipment repairs.
• Help implement operational improvements and standard operating procedures.

Accounts Payable & Branding Support

• Scan, organize, and enter invoices into the Accounts Payable system with accuracy and attention to detail.
• Assist with invoice tracking, documentation, and routing for approval.
• Support Finance by ensuring timely processing of vendor payments and maintaining proper records.
• Assist with updating, printing, and distributing in‑branch branding materials, signage, and digital content.
• Coordinate with branch staff to ensure branding materials remain current, accurate, and compliant with bank standards.

Documentation & Compliance

• Maintain accurate documentation of systems, procedures, and support activities.
• Assist with audits, exams, and reporting related to IT and information security.
• Ensure all work aligns with regulatory requirements and internal controls.

QUALIFICATIONS FOR THIS POSITION:

• Skills:
  • Strong communication, organizational , and analytical skills.  Self-motivated and able to work independently as well as a strong team player.
  • Strong technical aptitude with ability to troubleshoot hardware/software issues.
  • Excellent communication skills and ability to work effectively with non‑technical staff.
• Experience:
  • Experience in banking operations, IT support, or a hybrid role is preferred.
  • Working knowledge of ITMs, ATMs, or teller operations is a plus.
  • Understanding of basic information security principles (training provided if needed)
• Attributes:
  • High School Diploma or equivalent
  • Able to pass a credit and background check
  • Professional appearance and courteous manner
  • Good attendance and punctuality, detail-oriented, proactive, self-motivated
  • Adhere to all operational, security, risk, and regulatory related policies and procedures.
  • Valid driver’s license, reliable transportation, and willingness to travel regularly between branches.
  • Ability to lift, up to 25 lbs. and perform tasks involving cash handling under dual control.

KEY COMPETENCIES:

• Adaptability — comfortable shifting between branches, tasks, and responsibilities.
• Problem‑Solving — able to diagnose issues quickly and escalate appropriately.
• Attention to Detail — essential for balancing, cash handling, and security tasks.
• Customer Service Orientation — supports both internal staff and external customers.
• Confidentiality & Integrity — handles sensitive information responsibly.

Equal Opportunity Employer M/F/Disabled/Vet