PRIMARY PURPOSE: (A brief summary of this position’s most significant responsibilities or duties)

This position will be responsible for managing the help desk, directs, delegates, and serves as the primary escalation point for all help desk related requests. This position also supervises the help desk support personnel and will be providing help desk backup duties as needed. Supervisory tasks also includes interviewing, hiring, training, developing, mentoring, appraising performance, corrective action, addressing complaints and resolving problems for all help desk support personnel. Provides all tiers of technical support for all networking devices, servers, workstations, hardware, printers, peripherals and software throughout the enterprise. Implements, monitors, and ensures the enterprise IT infrastructure and the end user workstations are available, and performing according to standards. Provide operational backup duties for IT staff. Completes tasks and projects assigned by IT management. Responsible for all functions and operations related to an insurance agency automation system. Analyzes complex business problems and recommends solutions that support business goals. Provide IT support for regulatory and compliance activities. Other duties include project management, vendor management, security administration, user access provisioning, annual user access reviews, research and analysis, documentation, and reporting.

MINIMUM QUALIFICATION REQUIREMENTS (Minimum Requirements to satisfactorily perform job duties)

One to two years supervisory or team leader experience.
Strong verbal and written communication skills.
Three to five years technical experience with the ability to configure, maintain and troubleshoot servers and workstations.
One to three years of banking experience preferred.
Bachelor’s Degree preferred with preference toward Computer Science or Information Systems majors.
Understanding or certification in Security Plus is preferred.
Strong technical knowledge or work experience with LAN/WAN technologies.
Experience developing technical standards and procedures.
Experience managing a help desk and providing Tier II technical support and higher.
Able to analyze and recommend IT infrastructure and endpoint solutions.
Strong experience in planning and meeting deadlines for enterprise-wide hardware and software deployments.
Strong knowledge and/or experience with the installation, configuration, maintenance and
troubleshooting of the following:
M365 and Entra ID configuration and administration
Windows OS and M365 Suite
Exchange Online
§ Windows Server technologies (AD, SQL, IIS, etc.)
§ Cisco Networking
§ VMware vSphere
Storage Technologies: SAN and SharePoint/OneDrive
Knowledge of Banking Products, Banking Regulations-FFIEC, Banking Operations and Systems.
Must be able to work independently with minimal supervision, work afterhours and during weekends.
Able to analyze hardware and software upgrades and enhancements to determine applicability and impact to the organization.

Must be able to organize, coordinate, and manage projects to meet deadlines and document requirements.
Able to document steps and procedures for later analysis and training.
Able to coordinate and train personnel on the use of various technology products.

ESSENTIAL FUNCTIONS:(A summary of duties why the job exists, requires specialized skills, or are performed

by a limited number of employees. Essential functions are broad and not overly detailed)

Supervises help desk support personnel team performance.
Provides system analysis, project management, basic application development, documentation, and administration processes for workstations and network systems.
Researches, analyzes and recommends alternatives and/or solutions to operational and security issues.
Defines the scope and objectives for systems projects that includes creating a project/work plan, which would outline timeframes, cost estimates, alternatives, required time and resources.
Determines feasibility and performs implementation of IT projects which are not limited to the design, planning, coordination, testing, training and documentation.
Analyzes, plans, budgets, designs, implements, tests, administers, and maintains the IT infrastructure, telecommunications, audio visual systems and all client workstations within the company including the following:
§ Mortgage and Banking Systems
§ Insurance Agency Systems
§ Windows Client Workstations
§ Corporate Intranet
§ SAN and Hyperconverged Systems
§ SaaS Applications
§ Patch Remediation Systems
§ Cybersecurity Systems
§ Accounting Systems
§ Collection Systems
§ Telecommunication Systems
§ Audio/Visual Systems

Understands NIST or CIS controls concepts.
Performs network, hardware and software maintenance, backup/disaster recovery planning and end user support.
Documents technical computing standards and end user procedures.
Monitors and recommends upgrades related to the company’s IT infrastructure to ensure efficient and optimal systems performance.
Verifies that existing system configurations adhere to the established standards or guidelines.
Provides technical guidance, coaching and cross-training team members.
Communicates objectives and coordinates with resources outside of the department.
Interprets verbal and written request from departments.
Ensures the IST disaster recovery plan is current.

OTHER FUNCTIONS:(Other job duties that are periodic or ‘as needed’ in nature)

Maintains awareness of changes in technology and the financial industry.
Pursues continual training and/or certification.
Represents the department and company at educational seminars, demonstrations and meetings.
Represents the company when communicating with vendors.
Complies with company policies and procedures.
Performs all other tasks, as assigned.

Finance Factors Ltd

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