TITLE: Information Technology Support Technician

LOCATION: Headquarters

REPORTS TO: Information Technology Support Manager

CLASSIFICATION: Full Time, Non-Exempt

PAY GRADE: NE 40 ($22.00 - $35.21 per hour)

AVAILABILITY: Monday-Friday 8:30am-5:00pm

Position Summary:

This position is responsible for ensuring an outstanding level of customer service by providing direct IT support of employees' activities. Responsible for engaging in proactive planning, support, and organization of the service desk to be flexible and adaptable in meeting the changing needs of the company. Troubleshoots connectivity to various system applications and ensures that reported issues have been fixed in a timely fashion. Must be detail oriented and possess an understanding of good quality assurance and analytical practices.

Essential Job Functions:

     Provide tier 1 support and assistance for employees; directly responsible for IT issues; ensure timely resolution and immediately escalate when appropriate.

     Maintains "On-Call" availability as scheduled to respond to after hours and weekend phone calls and emails.

     Promote excellent customer service, effective response times and provide expert insights into general support issues.

     Adhere to established methods and procedures for responding to and documenting support requests.

     Enforce quality of service guidelines and improve overall employee satisfaction.

     Gather and analyze metrics to benchmark the service desk workload/performance and identify trends in service issues.

     Work with employees and providers to minimize impact when production applications fail and ensure proper escalation and resolution of any system issues as established in the SLA.

     Complete special projects as requested: validating functionalities, analyzing existing applications.

     Maintain system support documentation to provide a more effective troubleshooting.

   Ensure proper follow-up and documentation in response to all incidents and changes reported.

   Manage user access within Microsoft Active Directory environment, and various applications.

   Identify security vulnerabilities and share information with manager and Security Analyst.

   Performs routine hardware and software installation/maintenance, and assists in proper upkeep, utilization of systems, and inventory management.

   Comply and support Customer Information Security Policy/Program, with particular emphasis on the protection and confidentiality of sensitive customer information.

Education & Experience:

     Associates degree in Business or Information Systems preferred.

     Minimum 2 years' technical experience with Help Desk support in a domain environment or demonstrable knowledge of such systems preferred.

     Experience with Active Directory, ticket systems, remote support tools, monitoring and management dashboards preferred.

     Microsoft Certified Professional certification preferred.

     Demonstrate an understanding of incident tracking systems and customer call support practices.

     Perform preventive maintenance on computer hardware and software.

     Must have valid driver's license and means of transportation between offices and vendor locations.

     Ability to travel to retail locations as instructed.

     Performs occasional lifting and carrying of equipment approximately 50 pounds.

As an Equal Opportunity / Affirmative Action Employer, Pioneer Bank will not discriminate in its employment practices due to an applicant's race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender identity or expression, transgender status, age, national origin, marital status, citizenship, physical and mental disability, criminal record, genetic information, predisposition or carrier status, status with respect to receiving public assistance, domestic violence victim status, a disabled, special, recently separated, active duty wartime, campaign badge, Armed Forces service medal veteran, or any other characteristics protected under applicable law.

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

Pioneer Bank

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Information Technology Support Technician