Title:                Information Technology Specialist

Department:    Information Technology

Reports to:      VP, Information Technology

FSLA:             Non-exempt

Summary:      

Assist with all technology equipment and related software. Responsible for providing front-line technical assistance and support related to computer systems, hardware, software, and phones. Provide application support for all departments in the use of core banking systems, custom report writing and technical automation.

Essential Duties and Responsibilities:

• Provide technical assistance and support for incoming questions and/or issues related to computer systems, software, hardware, or phones.
• Log all requests for assistance in help desk management system accurately and appropriately.
• Assist in the creation of documentation to resolve problems or improve consistency in problem resolution.
• Write custom automation tasks using M365 tools such as Sharepoint or Power Automate.
• Act as interface between third party, external systems, and Waterford Bank systems. This includes coordinating implementation, changes, reports, balancing and problem resolution.
• Ensure that all local systems are backed up regularly.
• Maintain user ids and access support for computer systems. This can include the internal network, core systems, document repository, Email, phone system, and third-party software.
• Maintain phone system – make or coordinate new phone installation, voicemail setup, on-hold music updates and other system changes.
• Install and maintain third party software.  Ensure that software is installed in keeping with the policies and procedures of the bank. 
• Effectively communicate with customers who have varying degrees of technical expertise.
• Review, update and train on policies and procedures for Information Technology as needed or required.
• Comply with all requirements of the Bank Secrecy Act
• Assist supervisor in all other duties as assigned.  

Job Qualifications:     

• Associates degree or equivalent technical course work
• One (1) year of work experience in a similar position
• Knowledge of Microsoft Server/Network, Office products, general banking procedures and security criteria.
• Excellent written and verbal communication skills.
• Ability to balance a large portfolio of projects at any given time.
• Strong analytical skills.

Waterford Bank, N.A. is an Equal Opportunity and Affirmative Action Employer. The Bank provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, marital status, amnesty, or status as covered veterans in accordance with applicable federal, state, and local laws.