Job Information
Canandaigua National Bank & Trust Desktop Support Technician I in Pittsford, New York
Desktop Support Technician I
Canandaigua National Bank & Trust
Location: Pittsford, NY
What does a Desktop Support Technician do?
The Desktop Support Technician's role is to assist IT Support with PC/Desktop and device support of over 650 employees across 30 different locations. A Desktop Support Technician will need strong customer service skills and a knack for problem-solving to address our clients' technical issues. The role involves troubleshooting hardware and software problems, managing Active Directory users and objects, and ensuring smooth operation and maintenance of end-user workstations, software, and related hardware. You will act as the primary point of contact for our users, handling initial inquiries, managing network issues, and providing support across Microsoft Windows and Apple MAC environments.
This includes the responsibility to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end-user requests within established SLAs. This position supports the functions which contribute to the continued operation of the IT Support department including assisting with diagnosing and resolving problems in response to customer reported incidents, planning and analysis of work processes, reporting trends and patterns of problems, installing, troubleshooting, and maintaining hardware and software, consulting with co-workers to identify needs and requirements, preparing business cases, monitoring, documentation, and assisting with ticket que management.
Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. The Desktop Support Specialist will cross-train with other members of IT Support and work directly with the Lead/Senior Desktop Administrator and Manager. This position will participate in the CNB IT On-Call Program.
Serve as the first line of contact for clients, addressing issues related to hardware, software, and networks via telephone or email.
Create and manage Group Policy Objects and assign user permissions.
Troubleshoot and resolve issues involving desktops, layer 1 network infrastructures and other hardware
Provide support for virtual environments including VMWARE and Citrix
Log and manage help desk tickets using tools in a high-volume setting
Prepare and deploy imaging of desktops and laptops for end users
Maintain detailed documentation related to client setups and configurations
Collaborate actively with the other IT Teams, contributing to team meetings and supporting all lines of business
Assist with the patch management and application installs of workstations within the domain
Work on special projects, as needed
Participates in CNB IT On-Call Program.
Communicates with management and staff personnel to integrate goals and activities.
Responds to inquiries relating to their area, or to requests from other Bank personnel, customers, etc., within given time frames and within established policy.
Maintains appropriate records and provides assigned reports.
What competencies are needed to be successful in this role?
Associate’s or Bachelor’s degree in Computer Science, Management Information Systems, or related field or equivalent combination of education and work experience.
2 or more (2+) years’ working in Information Technology positions, including responsibilities for supporting Windows workstations in a corporate network environment required
1 or more (1+) years’ experience working with end-user support, PC/Desktop support. application support, mobile device and telecommunications support
Experience performing desktop management responsibilities within SCCM & Group Policy based network preferred
Working knowledge of PowerShell / scripting preferred
A+ and/or Network+ certification preferred
Knowledge of ITIL processes preferred
Valid driver's license. Travel to office locations within the Greater Rochester area may be required.
Experience in Financial Services preferred.
What makes working at CNB different?
At CNB, we are Investing in You. Our strong corporate culture is based upon seven Core Values: Honesty and Integrity, Responsibility, Teamwork, Respect, Innovation, Professionalism, and Commitment. Our culture nurtures passionate employees and offers great rewards including:
Medical, Dental, Vision, FSA, HSA options for both part-time and full-time employees. Medical coverage is also offered for domestic partners.
Paid Holidays, Vacation, and Sick time.
Retirement benefits that include a 401(k), Profit Sharing, and Employee Stock Ownership Plan (ESOP).
Training & Development Opportunities.
Tuition Assistance.
Volunteer Opportunities.
Award Winning Wellness program that promotes a solid work/life balance.
Banking perks and discount programs.
Our goal is to ensure that our bank, employees, and our community thrive and grow, now and for the next 135 years. We're in it for the long haul. What truly sets us apart from other financial institutions is the quality and commitment of our employees. We've assembled a diverse team of people who share a primary focus: to provide exceptional service for our customers.
As an organization, we are committed to hiring, training, developing, promoting, and celebrating employees from historically disadvantaged groups. At CNB, we welcome the unique contributions that you can bring in terms of ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, religion, disability, sexual orientation, education, and culture.
As the only local, full-service, community-owned financial institution in the Rochester area, Canandaigua National Bank & Trust is Investing in You. If you want to be a part of something special, join us today!
Canandaigua National Corporation and its subsidiaries encourage diversity in the workplace; we are an Equal Opportunity Employer. Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran.
Compensation range- $23.55 - $25.90
The actual salary offered within the range is dependent on a variety of factors including, but not limited to, relevant experience, qualifications, skills, level offered, and performance expectations.