Information Technology Support Analyst I

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Job description

ANB Bank has financial strength embodied in over $3 billion in assets and ranks in the top 8% of banks nationwide by size and is a true community bank with an unwavering commitment to excellence. The bank helps each of its communities prosper through investment, sponsorship, philanthropy, and employee volunteerism. It is a passion ANB has for banking that makes the difference.

ANB Bank hires individuals who provide excellent customer service and build meaningful relationships with our customers and within our communities. ANB is committed to rewarding our team members who strengthen our company and culture. ANB offers competitive compensation and a comprehensive benefits package for this position.

Hiring Pay Range: $18.00 - $21.00 per hour
The hiring pay range for this position is commensurate with the level of relevant experience and education.

Health & Wellness Benefits (Subject to Eligibility Requirements)

Minimum 4 Weeks of Paid Time Off (PTO)
11 Paid Holidays
Medical, Dental, and Vision Insurance
Health Savings (HSA), Flexible Spending (FSA), and dependent care spending accounts
Company provided Life, AD&D, and Disability Insurance with supplementation options
401(k) plan with discretionary company match and profit sharing
Discretionary annual bonus and employee referral incentives
Employee Assistance Program (EAP)
Education Assistance Program
Spanish Communication Assistant Program Incentive
Employee banking products

Summary

Responsible for installing, configuring, and setting up Personal Computers and other network associated hardware (printers, docking stations, etc.). Responsible for software installation and configuration on desktop client workstations. Responsible for responding in a timely, professional and courteous manner to technical customer service issues. Responsible for troubleshooting computer hardware, software, and peripherals/component issues. Responsible for answering phone calls and responding to emails and voicemails from customers regarding technical issues in a timely, professional and courteous manner. Responsible for documenting technical solutions to share knowledge with team members.

Essential Duties and Responsibilities

Excellent customer service and people skills.
Ability to multitask and manage multiple priorities.
Troubleshoot Personal Computer hardware, software, and peripheral issues using all available resources to resolve issue for customers in the most efficient manner.
Identify network problems or application issues and escalate to appropriate resources in a timely, professional manner.
Ability to document technical solutions in a clear, concise and accurate manner.
Ability to work extended hours as required and overtime as required.
Valid driver's license and ability to drive a licensed vehicle.
Travel to branch locations as required.
Ability to work on call duty 24x7 on rotating schedule with other staff.
Handle incoming calls in a tiered call center manner.
Address tickets from users.
Decommission PCs and Printers.
Image and prepare PCs for users.
Physically move equipment as required.
Maintains a current knowledge and consistent compliance with Bank Secrecy Act (BSA) requirements, as well as knowledge and consistent compliance with other banking regulations and Bank policies and procedures related to the position.
Delivers quality of service as defined by department standards.
Maintains confidentiality as defined by department standards.
Supports the company's Mission, Vision, and Values.
Other duties may be assigned.

Education and/or Experience

High School Diploma or equivalent preferred.
6+ months customer service experience preferred.
Good organizational and communication skills.
High level of emotional intelligence.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Equal Opportunity Employer / Affirmative Action / Minorities / Female / Disability / Veteran

ANB Bank is committed to providing Equal Opportunity in Employment. The Bank is continually trying to improve recruitment, employment, development and promotional opportunities for its employees. Our selection decisions are based on job-related factors and not on the basis of age, race, sex, color, religion, national origin, disability, sexual orientation, veteran status, pregnancy, marital status, genetic information, gender identity, or any other status protected by federal, state, or local law.

ANB Bank complies with the Equal Pay for Equal Work Act. ANB Bank requests that Applicant not disclose its wage rate history to ANB Bank. If ANB Bank for any reason comes into possession of Applicant's wage rate history, ANB Bank will not rely on it in determining a wage rate. ANB Bank requests that applicant not provide information on age, date of birth or graduation date from any academic institution, including on resumes.

Anticipated Date of Application Window Closure: 10/18/2024 (or until filled)

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