Field Technician I

GENERAL DESCRIPTION OF POSITION

The main focus of the Field Technician I will be the resolution of hardware, software and configuration issues for all field branches. They will also be asked to assist with the educational development of entry level technicians. The incumbent will need to have excellent communication and customer service skills. Documentation, monitoring, and follow through will be important aspects of the job

ESSENTIAL DUTIES AND RESPONSIBILITIES

1.Ability to diagnose and repair/replace branch hardware, including but not limited to thin clients, monitors, PCs, laser printers, branch capture equipment, document scanners, fax and cash advance, and all teller-related equipment. This duty is performed daily, about 30% of the time.

2.Support and mentor level I technicians. This duty is performed daily, about 5% of the time.

3.Confirm user identity and reset/unlock user accounts for critical systems. This duty is performed daily, about 5% of the time.

4.Work rotating extended Technical Support hours. This duty is performed daily, about 5% of the time.

5.Available for After-Hours emergency Technical Support (24/7/365). This duty is performed as needed, about 5% of the time.

6.Properly dispose of technology equipment per corporate policy. This duty is performed as needed, about 5% of the time.

7.Maintain industry knowledge and certifications to recommend system and process improvements. This duty is performed daily, about 5% of the time.

8.Understanding of Active Directory structure and operation, including but not limited to network accounts, distribution groups, and Organizational Units. This duty is performed daily, about 5% of the time.

9.Ability to follow procedures exactly for known issues and to effectively troubleshoot new issues as they arise. This duty is performed daily, about 5% of the time.

10. Ability to patch in existing network ports using a patch panel and organized wiring standards. This duty is performed daily, about 5% of the time.

11. Proven track record of excellent customer service, as evidenced by end-user survey results and manager observation. This duty is performed daily, about 5% of the time.

12. Demonstrate working knowledge of Retail and Non-Retail banking operations. This duty is performed daily, about 5% of the time.

13. Perform all onsite service calls. This duty is performed daily, about 15% of the time.

14. Answer incoming phone calls to Technical Support. This duty is performed daily, about 5% of the time.

15. Completely and accurately open/verify help desk tickets for all Technical Support requests. This duty is performed as needed, about 5% of the time.

16. Provide first level support (15 mins) for all Desktop Support tickets. This duty is performed daily, about 5% of the time.

17. Deliver and setup branch equipment. This duty is performed as needed, about 5% of the time.

18. Perform preventative maintenance on branch equipment. This duty is performed as needed, about 5% of the time.

19. Installation and termination of network cabling. This duty is performed as needed, about 5% of the time.

20. The ability to work in a constant state of alertness and in a safe manner. This duty is performed as needed.

21. Completes required BSA/AML training and other compliance training as assigned. This duty is performed as needed.

22. Perform any other related duties as required or assigned.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

EDUCATION AND EXPERIENCE

Knowledge of a specialized field (however acquired), such as basic accounting, computer, etc. Equivalent of four years in high school, plus night, trade extension, or correspondence school specialized training, equal to two years of college, plus 3 years related experience and/or training, or equivalent combination of education and experience.

COMMUNICATION SKILLS

Ability to effectively communicate information and respond to questions in person-to-person and small group situations with customers, clients, general public and other employees of the organization. Ability to read, analyze, and understand general business/company related articles and professional journals; Ability to speak effectively before groups of customers or employees. Ability to write reports, business correspondence, and policy/procedure manuals; Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to prepare and interpret bar graphs.

CRITICAL THINKING SKILLS

Ability to utilize common sense understanding in order to carry out written, oral or diagrammed instructions. Ability to deal with problems involving several known variables in situations of a routine nature.

REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS

Not indicated.

PREFERRED CERTIFICATES, LICENSES, REGISTRATIONS

Microsoft Certified Professional (MCP)

CompTia A+

CompTia Network+

CCENT

SOFTWARE SKILLS REQUIRED

Intermediate: Presentation/PowerPoint, Spreadsheet, Word Processing/Typing

Basic: 10-Key, Contact Management, Database, Programming Languages

WORKING CONDITIONS

Somewhat disagreeable working conditions. Continuously exposed to one or two elements such as noise, intermittent standing, walking; and occasional pushing, carrying, or lifting.

ENVIRONMENTAL CONDITIONS

The following work environment characteristics described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

PHYSICAL ACTIVITIES

The following physical activities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations.

Semi-repetitive, low physical. Semi-repetitive type work which requires periods of concentration for varied time cycles as prescribed by the tasks.

While performing the functions of this job, the employee is regularly required to talk or hear; and frequently required to stand, walk, sit, use hands to finger, handle, or feel, reach with hands and arms; occasionally required to climb or balance, stoop, kneel, crouch, or crawl, taste or smell. The employee must frequently lift and/or move up to 50 pounds; regularly lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision; and distance vision.

ADDITIONAL INFORMATION

Required Education and Experience:

• 2 + years of experience installing, maintaining and troubleshooting Microsoft Products
• 2 + years of experience supporting and troubleshooting pc's in networked environment
• 2 + years of network hardware and software troubleshooting experience

Required Proficiencies:

• Must be able to communicate effectively with users and regional leaders.

• Must be well organized with technical documentation skills.

• Strong interpersonal, written, and oral communication skills.

• Be able to work well with other people in a team oriented environment.

• Able to conduct research into networking issues and products as required.

• Must be self-motivated and work with modest supervision.

• Knowledge of Desktop operating systems

• Knowledge of various software applications and basic hardware for PC

• Knowledge of Internet technologies and products

• Have and maintain a good driving record

• Ability to work with minimal supervision, prioritize work load and follow instructions and perform duties as assigned

This position may require the use of a vehicle to install, troubleshoot, and/or remove IT-related equipment, network, etc. Therefore, this position is classified as a safety sensitive position.