Location: Newtown, CT

　　Newtown Savings Bank is seeking an experienced IT Professional with a Computer Science degree or equivalent and minimum 2-3 years of experience in the IT field related to responsibilities listed to fill the role of Systems Specialist II. This position provides solutions for end-user computer, server, networking, and Microsoft 365 of moderate complexity, works on designated work orders with specific deadlines, and works to troubleshoot hardware/software equipment problems. Responsibilities include primary support for client-server/cloud-based applications and maintaining accurate information within tracking systems regarding end-user issues. The Systems Specialist II also collaborates with both internal and external departmental members to exchange information, share expertise, and provide input to improve overall Bank processes. This is an onsite opportunity at our Corporate office in Newtown, CT. The role has a remote option of one day per week.

　　PRIMARY RESPONSIBILITIES

　　Tier 2 Help Desk support. Provides technical support to users by analyzing and resolving problems encountered with all aspects of IT related Components. Diagnoses problems and issues that were not previously resolved by System Specialist I. This requires the application of sound technical judgment with an accompanying customer service attitude.

　　Resolves technical incidents remotely wherever possible, escalate issues requiring higher level of expertise to be able to respond within written SLAs.

　　Ensures that required policies and procedures are satisfied including change control, maintenance of problem logs, and troubleshoot ticket databases adhering to all current regulatory/compliance guidelines.

　　Frequently requires activity outside of normal business hours. Includes special / scheduled projects, On-call duties, and unforeseen needs such as times of emergency.

　　Performs off-site visits to branches as needed to install new hardware and to respond to escalated Help Desk issues that cannot be resolved via remote administration. Coverage of Helpdesk must be available.

　　Coordination, management, and documentation of self-owned projects with guidance from Network Admin and IT Manager.

　　Responsible for documentation / procedures / process improvement of all primary functions.

　　Cross training and support on other functions with others in the department as required.

　　Tier 2 and backup support/coverage for all System Specialist I responsibilities including but not limited to Help Desk support, daily job functions, and new user setups.

　　Escalates any major hardware, software, or server-related problems to Network Administrator/IT Manager where necessary to be able to respond to written SLA’s.

　　General Client-Server based applications maintenance, support, troubleshooting, patching, and upgrades including but not limited to SolarWinds, Citrix XenApp publishing, Microsoft Solutions, and other third-party applications.

　　Management and support of Disaster Recovery vendor processes including backup job management, assisting in coordination of reoccurring tests and related documentation.

　　Server hardware support and VM / SAN volume provisioning with direct involvement/approval from Network Administrator or IT Manager.

　　Provides Tier 2 support for printer hardware/software including print servers, Citrix print configuration, and drivers.

　　Provides Tier 2 support of company’s VOIP telephone systems including but not limited to system/user maintenance, troubleshooting, support, and coordinated updates with VOIP vendors.

　　Cisco Switch basic configuration, deployments, software updates, and troubleshooting with guidance from Network Administrator.

　　Monthly creation and review of Server/Network Health Reporting. Reporting to be reviewed with Network Manager to address any needs and submitted to IT Manager.

　　Administration and support of Microsoft 365 solutions including but not limited to SharePoint, Teams, Office, Exchange, Stream, Intune, Microsoft Endpoint Manager, and Azure AD.

　　Tier 2 support of the bank’s Intranet site (NSBGateway) activities. Including SharePoint site layout, design, content, security, and workflow development.

　　Tier 1 support and software deployment for Core Banking solution components located on premise.

　　POSITION REQUIREMENTS

　　Technical

　　Associate degree or its equivalent in Computer Science with a minimum of two-to-three years’ experience with microcomputer, Server, and Network hardware.

　　Experience in a banking/financial environment is desirable, but not required.

　　A+ and Microsoft Desktop/Server Certifications or equivalent hands-on experience.

　　Experience installing, supporting, and troubleshooting Windows 10/11, Windows Server 2012/2012R2/2016/2019, and Microsoft Office 2016/O365 Pro Plus.

　　Hands-on experience with Microsoft Office 365 and Azure Cloud solutions administration.

　　Hands-on knowledge and use of Microsoft Active Directory and client/server delivered applications.

　　Good understanding of TCP/IP protocol in a LAN/WAN environment, including DHCP \ DNS configuration and troubleshooting.

　　General understanding of basic Cisco Network Switch configurations, software updates, and deployments.

　　Ability to deploy and maintain applications utilizing current Citrix VDA versions.

　　Advanced knowledge, use, and understanding of VOIP Phone Systems and applications.

　　General knowledge, use, and understanding of Server Virtualization.

　　Other

　　Must have excellent customer service skills and a desire to help users.

　　Must have strong troubleshooting skills and a desire to learn.

　　Must have strong multi-tasking skills in a fast passed environment.

　　Must have strong organizational and time management skills.

　　Excellent written and verbal communication skills.

　　Valid driver’s license and reliable transportation.

　　Ability to lift and/or carry up to 50 pounds.

　　QUALIFICATIONS

　　To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above 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.

　　Any physical demands or work conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

　　Full time employees also receive a complete benefit package including a generous 401(k), medical benefits, paid time off, and short- and long-term disability programs.

　　Newtown Savings Bank is an equal opportunity and affirmative action employer regardless of race, gender, disability status, protected veteran status. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, age, marital status, national origin/ancestry, sexual orientation, gender identity, disability status, protected veteran status, or any other legally protected status.