System Support Specialist

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 Base articles, including self-service resources for employees and detailed documentation of internal procedures and resolutions for recurring issues.
• Identify repetitive tasks, inefficiencies, and opportunities for automation; recommend and support the implementation of process improvements to enhance team performance and service delivery.

Training and Development

• Facilitate employee onboarding by setting up new employees with the necessary equipment, system access, and introductory technical training.
• Provide ongoing technical training and support to employees as needed, helping them navigate tools, systems, and best practices to enhance productivity.

Team Collaboration

• Attend regularly scheduled team and department meetings to discuss outstanding issues and recent resolutions
• Participate in group Teams channels to support colleagues

Incident & Problem Management

• Escalate complex or unresolved technical issues to senior team members, the IT Engineering team, or appropriate subject matter experts to ensure timely and effective resolution.
• Coordinate with third-party vendors to manage and support external applications and hardware, ensuring service quality and issue resolution.
• Assist in Fiserv-related support issues for Cleartouch Banking core.

IT Assets & Resource Management

• Play an active role in annual technology refresh initiatives by identifying outdated equipment, coordinating replacements, and scheduling deployments with employees to minimize disruption.
• Support departmental operations by assisting with administrative tasks such as invoice processing and providing backup coverage for team members as needed to meet business demands.

General Duties and Responsibilities:

• Complies with all applicable banking laws and regulations, including, but not limited to the Bank Secrecy Act, USA Patriot Act, and related anti-money laundering statutes, and federal consumer protection legislation and regulations. Builds working knowledge of all applicable laws and regulations.
• Other duties as assigned.

Technical Expertise, Experience and Education

1. 2+ years of experience in broad/generalist IT functions [hardware, application, network, server] and troubleshooting related problems is preferred.
2. 2+ years of experience with Microsoft Office programs, remote desktop, Microsoft 365, Active Directory and related services (DHCP, DNS, etc.) is preferred.
3. 2+ years of experience with general network administration (Cisco routers/switches), virtualization technology (VMWare), Microsoft server administration, and project management is preferred.
4. Experience in banking/financial services and Cleartouch administration is preferred.
5. Staying current with advances in technologies is required.
6. Education: High school diploma or equivalent is required; Associate's degree in Information Technology or related field is preferred.
7. Certification: ITIL, CompTIA (A+, Network+, Security+), Microsoft, or other industry certifications preferred.

Duties and Responsibilities Level II:

The System Support Specialist II plays a critical role in delivering frontline technical support to employees across the organization and serves as an escalation point for System Support Specialists I. 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.

Duties and Responsibilities:

On top of the duties and responsibilities listed in level I, the level II duties and responsibilities include:

Technical Support Responsibilities

• Handle advanced tickets that are escalated from level I specialists

Project Involvement & IT Representation

• Serve as an escalation from System Support Specialist I on Project escalations.

Technical Expertise, Experience and Education

On top of the technical expertise, experience and education listed in level I, the level II technical expertise, experiences and education include:

1. 3+ years of experience in broad/generalist IT functions [hardware, application, network, server] and troubleshooting related problems is preferred.
2. 3+ years of experience with Microsoft Office programs, remote desktop, Microsoft 365, Active Directory and related services (DHCP, DNS, etc.) is preferred.
3. 3+ years of experience with general network administration (Cisco routers/switches), virtualization technology (VMWare), Microsoft server administration, and project management is preferred.

The duties outlined above are a summary and may not be an exhaustive or comprehensive list of all possible responsibilities, tasks, and duties. All job descriptions may be amended at any time at the sole discretion of First Mutual Holding Company.

Physical Environment:

• Local employment in assigned area is required as regular travel to the home office and/or assigned locations is needed.
• After initial training, the position will be Hybrid Office (Typically: two days at assigned office location(s), three days remote).
• Must be able to drive to affiliate locations as needed.
• While performing the duties of this job, the employee is regularly required to lift, walk, stand, sit, bend, reach with hands and arms, climb, push/pull, use hands, and see, hear and speak.
• While performing duties, must occasionally lift and/or move up to twenty-five pounds.
• Able to work occasional overtime and weekends. Typical work hours are: Monday through Friday, 8:30 am - 5:00 pm; AND rotating Saturdays, 8:30 am - 12:30 pm.
• The noise level in the work environment is usually quiet to moderate.

We are 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.