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NON-EXEMPT                                                 JOB TITLE: Information Systems Specialist

REPORTS TO:  Chief Information Security Officer (or other member of management)

POSITION SUMMARY:  Assist with daily operational tasks.  Manage IT helpdesk tickets and ensure that tickets are being resolved in a timely manner.  Train new employees on the bank’s IT systems.   Troubleshoot computer-related issues and reset passwords. Assist with the bank website and internet banking products. Produce and maintain bank-wide technology training program. Problem solves with employees and customers. Assist with Insurance programs. Serve as Deposit Scanning lead. Maintain user-provisioning in core program and network access.

ESSENTIAL FUNCTIONS:

Job Specific

• Troubleshoot Core/Ancillary Program issues, maintain a current working knowledge of the various releases.
• Manage the IT Helpdesk tickets.
• Train new employees on bank IT systems.
• Respond to helpdesk tickets in a timely fashion and delegate tickets to the correct individuals.
• Reset passwords on bank computer programs for employees.
• Develop and maintain a training program on the phone system, Microsoft Office products, and other computer-based applications.
• Assist with the bank website and internet banking products.
• Manage technology related projects.
• Assist with managing internal networks and systems.
• Serve as Insurance program Specialist. Troubleshoot issues with program. Maintain working knowledge of Insurance programs and maintain them.
• Manage user provisions, Core/Ancillary Programs, and Windows.
• All other duties as assigned.?

Bank Specific

• Exhibit professionalism, including personal appearance and attitude.
• Provide assistance, information, and support to co-workers.
• Provide prompt assistance and information to all customers (internal and external).
• Regular attendance. Report to work on time; adhere to time frames for breaks and lunch.
• Be responsible and accountable for own actions.
• Maintain confidentiality at all times.
• Cross-sell company services.
• Deliver exceptional customer service.
• Participate in appropriate training opportunities and in a timely manner.
• Behave ethically. Immediately report any concerns to Human Resources or upper-level management.
• Be alert to surroundings and familiar with all crises procedures, including but not limited to, robbery.
• Comply with all policies, procedures, and regulations.

SUPERVISORY RESPONSIBILITY:  None

MINIMUM JOB REQUIREMENTS:

• EDUCATION/EXPERIENCE REQUIREMENTS: Prefer Bachelor’s Degree in business administration, finance or accounting and/or three or more years of related information systems experience.
• LICENSE, CERTIFICATIONS, ETC.: Valid motor vehicle driver’s license or provisional operator’s permit.

KNOWLEDGE, SKILLS, AND ABILITIES (KSA'S):

• Working knowledge of personal computer (Microsoft Office products). 
• Ability to use general office machines.
• Must be attentive to detail and very accurate. 
• Self-motivated. 
• Ability to interact effectively with customers, management, and other employees. 
• Critical and analytical thinking skills, problem solving abilities.
• Strong customer orientation.
• Strong communication skills, both orally and written. 
• Must be flexible, able to work under pressure to meet deadlines and prioritize workflow. 
• Organizational skills, courtesy, and diplomacy. 
• Sound judgment. 
• Ability to hear well enough to communicate with customers, co-workers, and outside bank personnel.
• Ability to read and write.

PHYSICAL DEMANDS:

• Normal daily physical activities to include, walking, standing, sitting, stooping, bending, pushing, pulling.
• Daily lifting up to 30 pounds (i.e. regular office supplies, storage boxes, files, etc.)

WORK ENVIRONMENT: Indoors, environmentally controlled. This position may require travel by car to visit other company locations.  May require work on evenings and weekends to meet department needs.

Note: The statements herein are intended to describe the general nature and level of work being performed by the employee assigned to this position.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the employee.