System Support Specialist

First Mutual Bank FSB • Parkersburg, WV • 5h ago

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Job Type Full-time Description

Position Summary: The System Support Specialists I and II play a critical role in delivering frontline technical support to employees across the organization. This position is responsible for diagnosing and resolving a wide range of hardware, software, and system issues, ensuring minimal disruption to daily operations. The specialist also supports the full lifecycle management of branch equipment-including deployment, maintenance, upgrades, and decommissioning.

In addition, the System Support Specialist is responsible for onboarding new employees by setting up user accounts and deploying PCs, laptops, and other hardware as needed. They also create and maintain both internal documentation and employee-facing support materials to promote consistency and knowledge sharing across the team. This role requires strong communication skills, a collaborative mindset, and a commitment to delivering exceptional service to internal teams.

Duties and Responsibilities Level I: Technical Support Responsibilities Serve as the first point of contact for technical support, assisting employees, contractors, consultants, board members, and other stakeholders. Troubleshoot connectivity issues, including internet access and VPN configuration. Provide hands-on support for hardware such as laptops, desktops, printers, mobile devices and peripheral devices. Configure and image new computers; prepare and deploy replacement hardware as needed. Relocate workstations and perform system migrations during office moves or reconfigurations. Conduct basic hardware repairs and coordinate with vendors for warranty service and part replacements. Maintain and update SharePoint site, ensuring content is current and all shared resources are accessible. Manage user access by administering account creation, changes, and deactivation across various systems, with a focus on data security and compliance. Project Involvement & IT Representation Serve as an IT representative on cross-functional projects, providing technical insight, identifying system requirements, and ensuring alignment between technology solutions and business objectives. Collaborate with project managers, business units, and external partners to support planning, implementation, and successful delivery of technology initiatives. Assist in evaluating project impacts on existing systems and workflows, contributing to risk assessments, testing, and post-implementation support. Incident Management & Communication Proactively gather relevant information and apply analytical thinking, creative problem-solving, and established procedures to resolve system, application, and hardware issues-aiming for first-contact resolution whenever possible. Maintain clear and consistent communication with employees regarding the status of open support requests, ensuring transparency and timely updates. Accurately log, prioritize, and manage support tickets within the Service Desk platform, ensuring all requests are addressed and resolved in accordance with defined service level agreements (SLAs). Process Improvement Create and maintain Knowledge... For full info follow application link.

First Mutual Holding Co. and First Federal Lakewood is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. First Federal Lakewood participates in E-Verify and supports your right to work.

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