User Support Technician I

Location

Job Description:

Job Location: Fargo Corporate Office

Job Location Type: On-Site

Job Hours: This position is normally scheduled Monday-Friday between 7:00 a.m. and 5:00 p.m. One week per month, the role will include on-call responsibilities, which may involve calls outside of normal business hours, including evenings and weekends.

The User Support Technician I role provides excellent customer service while performing help desk functions. This position demonstrates a fundamental array of IT skills to help support applications, operating systems, network, hardware, and other department functions to meet the Bank's needs.

• Provide level one technical support to end-users via phone, email, and in-person for hardware, software, and network-related issues.

• Training in and participation of timely and efficient team member support via the IT ticketing system, phone calls, and IM/chat while relying on moderate peer support.

• Assist with the installation and configuration of software applications.

• Perform routine maintenance and updates on IT computer equipment.

• Escalate complex issues to higher-level technicians as needed.

• Training in and participation of team member setup and support within the phone and voice mail systems while relying on moderate peer support.

• Demonstrate knowledge of user instructions and training materials for software and hardware when necessary to help facilitate user troubleshooting.

• Participate in asset tagging to properly maintain inventory items.

• Participate in asset disposal processes.

• Growth in knowledge of systems and corresponding documentation to help ensure proper security protocols are followed on all Bank systems and applications.

• Learn and utilize the Information Technology system management software.

Education and Experience: Associate's degree in Information Technology; 1-3 years of IT experience preferred; or equivalent combination of education.

Other Skills:

• Basic oral and written communication skills.

Certifications: Actively working on base certification (i.e., A+, Network+, CCENT, ect.)

EOE/including Disability/Vets

Member FDIC