Systems Specialist I

POSITION SUMMARY

The IT Systems Specialist is responsible for providing technical support and maintaining the technology used by Central Bank team members across its branches and departments. This role supports computers, mobile devices, software, user accounts and workplace technology to help team members work efficiently and provide reliable service to customers.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The essential functions include, but are not limited to the following:

End-User Support & Service Delivery

• Provide timely technical support to team members across Bank locations for hardware, software, banking applications and connectivity issues.
• Troubleshoot and resolve issues involving computers, Microsoft 365, printers, mobile devices and other workplace technologies.
• Respond to service requests, document troubleshooting activities and maintain accurate records in the Bank's ticketing system.
• Prioritize support requests based on urgency, operational impact and the needs of Bank departments.
• Escalate complex technical issues and coordinate with appropriate IT resources or third-party providers to support resolution.
• Support technical issues affecting branch operations and customer service, helping minimize disruptions to daily banking activities.

Endpoint, Account & Systems Administration

• Configure, deploy, maintain and replace computers, laptops, mobile devices and related equipment.
• Support team member onboarding, transfers and offboarding through account setup, system access changes and equipment management.
• Administer user accounts, passwords, multifactor authentication, permissions and other access-related functions within established procedures.
• Support Microsoft 365, Windows, Entra ID, endpoint management tools and other Bank-supported technology platforms.
• Install and maintain software, system updates, endpoint protection and device compliance requirements in accordance with established Bank procedures.
• Maintain accurate technology inventory, equipment records and supporting system documentation.
• Perform systems administration activities appropriate to assigned career level and technical expertise.

Technology Maintenance & Security Support

• Follow established IT procedures and security requirements when supporting Bank systems, devices and team member access.
• Identify and escalate technical vulnerabilities, unusual system behavior or security concerns to appropriate IT or Information Security resources.
• Support technical incident response, troubleshooting and service restoration activities to minimize disruptions to Bank operations.
• Coordinate with IT Infrastructure, Information Security and third-party technology providers on assigned technical matters.
• Support technology changes and maintenance activities while minimizing disruption to Bank operations.

Technology Projects & Process Improvement

• Support technology installations, equipment replacements, workstation moves, system upgrades and other IT initiatives across Bank locations, including onsite support as needed.
• Assist with testing, deployment and validation of new technologies and system changes.
• Maintain technical procedures, troubleshooting guides and knowledge resources to support consistent service.
• Review recurring technical issues and service trends to identify opportunities to improve support, automate routine activities and simplify processes.
• Support technology improvements that strengthen reliability, efficiency and the team member experience.
• Contribute to technical projects and system improvements based on assigned career level and demonstrated expertise.

ADDITIONAL RESPONSIBILITIES

• Travel to Bank locations as needed to provide onsite technology support, equipment installation and troubleshooting.
• Support occasional after-hours technology maintenance, system upgrades or urgent technical needs as assigned.
• Support Bank initiatives and special projects as assigned.
• Perform other related duties and responsibilities as assigned by management.