Overview

The System Support Specialist III's role is to perform all primary responsibilities defined for System Support Specialist I and II. Provide technical support and training to System Support Specialists. Their primary responsibility is to perform system administration support for the Bank's Tier two systems and applications. The System Support Specialist III will use their excellent customer service skills, institutional knowledge and experience to provide solutions to technology issues that have been escalated to them. Performs any functions, within the scope of authority and expertise and provides the highest level of service and responsiveness to customers and co-workers.

Responsibilities

• Troubleshoot various software configurations/features including operating systems, word processing, spreadsheets, databases and networking on all platforms

• Analyze and document current systems and procedures. Develop, document and implement strategies, standards and procedures.

• Maintain inventory for banks mobile devices

• Provide 2nd level technical support in resolving hardware, software and printer issues associated with the Bank’s Tier two systems and applications.

• Provide technical leadership, support and training to Systems Support Specialists

• Provide 2nd level technical support for the Bank’s Tier two systems and applications.

• Perform initial software installation, setup and testing for the Bank’s Tier two systems and applications. Maintain software, including testing, evaluation and installation of new versions.

• Assist with the planning, evaluation, selection and implementation of new systems, utilities, tools and technologies.

• Record all support calls, questions and requests into the Information Technology call tracking system.

• Maintains accurate inventory records in the Asset Tracking system

• Insure the integrity and confidentiality of data residing in the Bank’s information systems

• Perform all duties in accordance with prescribed regulatory compliance guidelines.

• Perform related and unrelated duties as may be required.

Requirements

Education

• Bachelor's Degree in Information Technology or equivalent work experience is required

Work Experience

• 5+ years of proven information technology experience supporting a Microsoft network operating system, computer hardware and software applications is required

• 1-2 years experience deploying, supporting, and maintaining a hosted M365 environment is required

Knowledge, Skills, and Abilities

• Self-directed, able to prioritize and effectively handle multiple incidents at a time under high-pressure and challenging situations.

• Excellent verbal and written communication skills.

• Excellent customer service skills.

• Proven deductive logic, complex problem solving and trouble shooting skills.

• Must have a valid driver's license. Travel to Bank’s sites may be required.

• Ability to lift and move 50 pounds.

• Must have schedule flexibility and be able to work all shifts, extended hours and weekends

Licenses and Certifications

• Microsoft Certified Professional (MCP) Required

• Microsoft 365 Certified: Administrator Expert Preferred

Middlesex Savings Bank is an EO/AA Employer: Min/Fem/Vet/Disabled

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Location US-MA-Westborough

Req # 5275

Category IT/Operations - System Support

Position Type Full Time

Standard Working Hours Monday to Friday 8:00AM-5:00PM