United Community Bank is seeking at IT Technician to join our helpdesk team. The ideal candidate will have the drive to grow into a Network or Systems Administrator. This individual will work from our Auburn, IL location and will be responsible for end user computing support with additional support for our Systems Administrators. This includes receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of approved diagnostic and help tools, as well as require that the individual give hands-on help at the desktop level.

Roles and Responsibilities:

• Evaluate urgency of issues. Select and take appropriate steps toward resolution or escalation
• Assists in installing hardware and peripheral components such as monitors, keyboards, printers and scanners on users' premises
• Assists in loading appropriate software packages - such as operating systems, networking components and office applications
• Provide telephone, in-person and online support to end-users
• Keep all assigned non-ticket tasks up to date along with the resolution dates for each task
• Assist with imaging and building workstations and laptops
• Assist with patching user machines and servers
• Assist with Active Directory user changes, maintenance and general housekeeping
• Assist with support for audio/visual equipment in conference and training rooms
• Assist with printer maintenance and troubleshooting, this may include print server and print queues
• Assist with the development of all end user Desktop FAQ's and "How to articles"
• Escalate network/technical issues to IT Helpdesk Manager, and provide sufficient information to maintain continuity to assist with troubleshooting and problem resolution
• Assist with providing proactive communication and notification to users of pending or upcoming problems, outages, or other service issues
• Adhere to department and bank policies and procedures
• Complete all training requirements as assigned
• Perform other duties as assigned

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Computer Requirements

• Proficiency in Microsoft Office (Word, Excel, Access, and Power Point).
• Experience with computer hardware (preferably in an enterprise environment)
• Working knowledge of Windows and MAC OS operating systems
• Networking knowledge is a plus

Education/Experience Requirements

• Associate's degree or Vocational Training in Computer Science/MIS from an accredited program or equivalent experience preferred

Additional Requirements

• Strong attention to detail
• Strong time management and organizational skills
• Ability to practice discretion and handle confidential information in a professional manner
• Professional demeanor and the ability to maintain positive relationships with coworkers
• Strong professional integrity in compliance with company policy, and ethical and legal standards
• Ability to perform duties independently with limited direct supervision
• Ability to independently establish priorities and meet deadlines
• Problem Solving/Analysis skills
• Ability to interpret and follow written and verbal directions
• Ability to communicate effectively with customers and coworkers
• Ability to work efficiently both with a team and individually
• General knowledge of bank procedures as they apply to other departments
• Working knowledge of mobile device technologies and OS

Attendance Requirements

Employees are expected to report to work as scheduled, on time and prepared to start work. Employees are expected to remain at work for their entire work schedule. Late arrival, early departure or other absences from scheduled hours should be avoided.

Certificates, licenses, or registrations:

• None Required

Working Conditions:

This job operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical requirements:

• Ability to sit for up to eight hours
• Requires walking, bending, stooping, standing, climbing, kneeling or crouching as necessary
• Requires the ability to hear, speak and/or signal people
• Ability to frequently talk on the phone to assist end users
• Effectively communicate verbally, in writing, and in English
• Requires manual dexterity, typing, and the ability to lift objects and install equipment
• The employee may occasionally lift, carry, push, pull and/or move up to 50 pounds

Travel to remote branch and other bank locations may be required.