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First Mutual Holding Co. · 17 hours ago

System Support Specialist

Hybrid Remote

Full-time

Hybrid

Entry, Mid Level

2+ years exp

First Mutual Holding Co. is seeking a System Support Specialist to deliver frontline technical support to employees across the organization. This role involves diagnosing and resolving hardware, software, and system issues while supporting the lifecycle management of branch equipment and onboarding new employees.

Banking

Responsibilities

Serve as the first point of contact for technical support, assisting employees, contractors, consultants, board members, and other stakeholders

Troubleshoot connectivity issues, including internet access and VPN configuration

Provide hands-on support for hardware such as laptops, desktops, printers, mobile devices and peripheral devices

Configure and image new computers; prepare and deploy replacement hardware as needed

Relocate workstations and perform system migrations during office moves or reconfigurations

Conduct basic hardware repairs and coordinate with vendors for warranty service and part replacements

Maintain and update SharePoint site, ensuring content is current and all shared resources are accessible

Manage user access by administering account creation, changes, and deactivation across various systems, with a focus on data security and compliance

Serve as an IT representative on cross-functional projects, providing technical insight, identifying system requirements, and ensuring alignment between technology solutions and business objectives

Collaborate with project managers, business units, and external partners to support planning, implementation, and successful delivery of technology initiatives

Assist in evaluating project impacts on existing systems and workflows, contributing to risk assessments, testing, and post-implementation support

Proactively gather relevant information and apply analytical thinking, creative problem-solving, and established procedures to resolve system, application, and hardware issues—aiming for first-contact resolution whenever possible

Maintain clear and consistent communication with employees regarding the status of open support requests, ensuring transparency and timely updates

Accurately log, prioritize, and manage support tickets within the Service Desk platform, ensuring all requests are addressed and resolved in accordance with defined service level agreements (SLAs)

Create and maintain Knowledge Base articles, including self-service resources for employees and detailed documentation of internal procedures and resolutions for recurring issues

Identify repetitive tasks, inefficiencies, and opportunities for automation; recommend and support the implementation of process improvements to enhance team performance and service delivery

Facilitate employee onboarding by setting up new employees with the necessary equipment, system access, and introductory technical training

Provide ongoing technical training and support to employees as needed, helping them navigate tools, systems, and best practices to enhance productivity

Attend regularly scheduled team and department meetings to discuss outstanding issues and recent resolutions

Participate in group Teams channels to support colleagues

Escalate complex or unresolved technical issues to senior team members, the IT Engineering team, or appropriate subject matter experts to ensure timely and effective resolution

Coordinate with third-party vendors to manage and support external applications and hardware, ensuring service quality and issue resolution

Assist in Fiserv-related support issues for Cleartouch Banking core

Play an active role in annual technology refresh initiatives by identifying outdated equipment, coordinating replacements, and scheduling deployments with employees to minimize disruption

Support departmental operations by assisting with administrative tasks such as invoice processing and providing backup coverage for team members as needed to meet business demands

Complies with all applicable banking laws and regulations, including, but not limited to the Bank Secrecy Act, USA Patriot Act, and related anti-money laundering statutes, and federal consumer protection legislation and regulations

Other duties as assigned

Qualification

Technical SupportMicrosoft 365Active DirectoryNetwork AdministrationITIL CertificationCompTIA CertificationsVMwareCommunication SkillsProblem SolvingTeam Collaboration

Required

2+ years of experience in broad/generalist IT functions [hardware, application, network, server] and troubleshooting related problems is preferred

2+ years of experience with Microsoft Office programs, remote desktop, Microsoft 365, Active Directory and related services (DHCP, DNS, etc.) is preferred

2+ years of experience with general network administration (Cisco routers/switches), virtualization technology (VMWare), Microsoft server administration, and project management is preferred

Staying current with advances in technologies is required

Education: High school diploma or equivalent is required

Physical Environment: Local employment in assigned area is required as regular travel to the home office and/or assigned locations is needed

Must be able to drive to affiliate locations as needed

While performing the duties of this job, the employee is regularly required to lift, walk, stand, sit, bend, reach with hands and arms, climb, push/pull, use hands, and see, hear and speak

While performing duties, must occasionally lift and/or move up to twenty-five pounds

Able to work occasional overtime and weekends. Typical work hours are: Monday through Friday, 8:30 am – 5:00 pm; AND rotating Saturdays, 8:30 am – 12:30 pm

The noise level in the work environment is usually quiet to moderate

Preferred

2+ years of experience in broad/generalist IT functions [hardware, application, network, server] and troubleshooting related problems

2+ years of experience with Microsoft Office programs, remote desktop, Microsoft 365, Active Directory and related services (DHCP, DNS, etc.)

2+ years of experience with general network administration (Cisco routers/switches), virtualization technology (VMWare), Microsoft server administration, and project management

Experience in banking/financial services and Cleartouch administration

Education: Associate's degree in Information Technology or related field

Certification: ITIL, CompTIA (A+, Network+, Security+), Microsoft, or other industry certifications