Associate Support Specialist

POSITION TITLE: Associate Support Specialist REPORTS TO: Support Manager DIRECTLY SUPERVISES: Not applicable UNIT / DEPARTMENT : Client Technology Support / IT Helpdesk and Client Technology Support DIVISION/GROUP: Technology Support / IT Run the Bank Group JOB SUMMARY The Associate Support Specialist provides essential first-line technical support, addressing and resolving end-user reported issues efficiently. Key responsibilities include initial troubleshooting, configuring, and maintaining endpoints with up-to-date patches and antivirus software, and assisting with basic system administration tasks such as user profile configurations. This position is ideal for individuals eager to develop their technical expertise and deliver reliable support in a collaborative environment. PRINCIPAL DUTIES AND RESPONSIBILITIES •Perform initial troubleshooting for end-user reported technical issues. •Support endpoint configuration, ensuring devices are updated with the latest patches and antivirus (AV) software. •Assist in basic system administration tasks, including user profile configurations. •Escalate unresolved issues to higher-level specialists or teams. •Maintain accurate records of technical incidents and resolutions. It is accepted and understood that the employee may perform other related tasks which may be assigned from time to time. JOB QUALIFICATIONS Years of Experience : 0 – 1 Year of experience Educational Attainment/Required Course (if applicable): Bachelor's degree in Computer Science, Information Technology, or a related field is preferred. Required/Preferred Certification/Professional License (if applicable) : ·CompTIA A+ ·CompTIA Network+ Optional Certification/Professional License: ·ITIL Certification ·MS-900: Microsoft 365 Fundamentals ·MD-102 Endpoint Administrator Associate Field of Specialization (if applicable): •Strong technical knowledge of computer hardware, software, and peripherals. •Excellent problem-solving skills. •Effective communication and interpersonal skills, with the ability to explain technical issues to non-technical users in a clear and concise manner. •Knowledge of operating systems, such as Windows, MacOS, and Linux. •Knowledge of commonly used software applications, such as Microsoft Office, web browsers, and email clients. •Knowledge of common technical support procedures and processes, such as troubleshooting and incident resolution. Knowledge and Skills Requirement Functional Technical competencies by functional area for general functions in the organization. Troubleshooting Skills: Ability to diagnose technical issues, perform troubleshooting, and isolation of technical problems reported, both hardware and software-related, be it in-house or 3rd-party, and provide appropriate solutions, recommendations, and escalations. 1 - Basic Understanding System Administration: Understanding and applying system administration concepts to support and manage user profile configurations, and to deploy new, replacement, additional, or service unit IT equipment based on standard configurations for offices, branches, and subsidiaries, as necessary. 1 - Basic Understanding Creative Solutions: Developing innovative approaches to check, manage and resolve assigned tickets. Conducts research and testing to resolve uncommon and complex issues. 1 - Basic Understanding Endpoint Configuration: Understanding the network configurations; ensures that all end-point devices have a working and updated AV engine. All end-point devices have the necessary and updated Patch and Security Updates deployed and installed. 1 - Basic Understanding ITIL Framework: Knowledge of ITIL (IT Infrastructure Library) principles and best practices for IT service management.1 - Basic Understanding Operating System: Knowledge of computer hardware, software, and peripherals, as well as operating systems and applications. 1 - Basic Understanding Incident Management: Knowledge of the Incident Management framework. 1 - Basic Understanding Service Request Management: Knowledge of Service Request Management. 3 - Extensive Experience Scripting and Automation: Knowledge of scripting, creation of predefined instructions or commands that are executed by the software to perform specific actions. 1 - Basic Understanding Core Business Acumen: Knowledge of business concepts, tools, and processes that are needed for making sound decisions in the context of the company's business; ability to apply this knowledge appropriately to diverse situations. ★ Level Basic Understanding: •Works to understand the business priorities of internal and external clients. •Describes profitability drivers and considerations. •Describes desired or actual business results in measurable scales or terms. •Explains how the organization makes money. Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions. ★ Level Working Knowledge: •Communicates the importance of customer needs/expectations and commits to resolving them. •Researches and verifies customer needs and expectations. •Solicits customer satisfaction feedback and acts on improvement opportunities. •Helps link organizational objectives to customer needs and expectations. •Meets regularly with customers to understand their wants, needs and expectations. Collaborating: Knowledge of collaborative techniques; ability to work with a variety of individuals and groups in a constructive and collaborative manner. ★ Level Working Knowledge: •Demonstrates experience participating in productive collaborative processes. •Under guidance, initiates collaborative meetings. •Assists in communicating shared goals with diverse groups and parties. •Helps promote collaboration across generations, functions, regions, and levels. •Helps solve business problems and meet business goals through collaborative processes. Individual Accuracy and Attention to Detail: Understanding the necessity and value of accuracy; ability to complete tasks with high levels of precision. ★ Level Working Knowledge: •Accurately gauges the impact and cost of errors, omissions, and oversights. •Utilizes specific approaches and tools for checking and cross-checking outputs. •Processes limited amounts of detailed information with good accuracy. •Learns from mistakes and applies lessons learned. •Develops and uses checklists to ensure that information goes out error-free. Analytical Thinking: Knowledge of techniques and tools that promote effective analysis; ability to determine the root cause of organizational problems and create alternative solutions that resolve these problems. ★ Level Working Knowledge: •Approaches a situation or problem by defining the problem or issue and determining its significance. •Makes a systematic comparison of two or more alternative solutions. •Uses flow charts, Pareto charts, fish diagrams, etc. to disclose meaningful data patterns. •Identifies the major forces, events and people impacting and impacted by the situation at hand. •Uses logic and intuition to make inferences about the meaning of the data and arrive at conclusions. Continuous Transformation: Knowledge of evolving the business to remain competitive; ability to understand, adapt oneself to, respond to and proactively seek changes and innovation in the business environment to improve the competitive advantage of an organization. ★ Level Working Knowledge: •Implements new systems, procedures and tools efficiently when changes occur in the work environment. •Adjusts current working processes or adopts new approaches in response to changes in the business environment. •Seeks challenging opportunities or assignments to grow and develop one's own knowledge, skills and abilities. •Explains lessons or experiences learned from mistakes and failures as well as successes. •Communicates and analyzes assumptions about a particular issue with colleagues to gain new perspectives or more effective solutions. Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors. ★ Level Working Knowledge: ·Delivers helpful feedback that focuses on behaviors without offending the recipient. ·Listens to feedback without defensiveness and uses it for own communication effectiveness. ·Makes oral presentations and writes reports needed for own work. ·Avoids technical jargon when inappropriate. ·Looks for and considers non-verbal cues from individuals and groups. Results Orientation: Knowledge of the importance of meeting or exceeding established targets; ability to drive critical activities to completion. ★ Level Working Knowledge: •Maintains focus on critical work standards and expectations. •Holds self and others accountable for delivering on all commitments. •Takes full responsibility for work outcomes (both positive and negative). •Documents how results were obtained to support knowledge transfer and best practices. •Helps others drive tasks to completion as appropriate. Self-Directed Growth and Development: Understanding of the necessity of continuous personal growth; ability to gauge one's strengths, limitations and interests, and use of this knowledge for purposes of performance effectiveness and self-development. ★ Level Working Knowledge: •Uses a specific approach or assessment instrument to increase knowledge of self. •Receives and uses feedback on work-related situations. •Assesses own strengths and limitations relative to assigned tasks. •Explains process for determining own strengths and limitations. •Explores own motivation and initiative and how it relates to the workplace. Thriving under Ambiguity and Stress: Understanding of the necessity of moving forward with less than perfect information and ability to flexibly and comfortably adapt to changing work demand. ★ Level Working Knowledge: •Adapts easily to changing work demands. •Accommodates different levels of ability to respond to change. •Diagnoses unresolved issues that result from change programs. •Maintains reasonable boundaries between work and personal life. •Responds to changes in others' roles and responsibilities.