First International Bank and Trust IT Support Coordinator in Williston, North Dakota

IT Support Coordinator

Department: IT/Information Systems

Location: Williston, ND

PT/FT/Temporary : Full Time


Position Summary: Under the direction of the IT Support Supervisor, the IT Support Coordinator will be the initial point of contact for computer issues and will be responsible for resolving reported issues. The IT Support Coordinator will also be responsible for escalating reported issues as needed.

Essential Duties and Responsibilities include the following. Other duties as assigned.

  • Acts as the primary contact responsible for first level of support with technical problems associated with software, hardware, network systems and equipment.

  • Performs basic problem analysis and recommends solutions to the end-user or manager as appropriate.

  • Repairs and installs software, hardware and peripheral components on PCs and servers and provides support to those affected by change.

  • Ensures all incidents and their resolutions are properly input into the Help Desk software.

  • Ensures all major issues/problems are properly documented and input into the Help Desk software knowledgebase.

  • Ensures maximum issue resolutions in minimum time.

  • Maintains add/moves/deletions of computer hardware/software in the Help Desk software inventory system.

  • Communicates and coordinates network schedule, backups and downtimes to users.

  • Maintains and monitors software on servers and PCs.

  • Escalates issues as necessary along with recommended solutions.

  • Provides assistance to Computer Room as needed.

  • Reviews emails and branch messages to remain current on policy or procedural changes and new product offerings.

  • Explains, promotes, cross-sells or refers bank, insurance and trust products or services.

  • Attends periodic training to receive information about various bank services and participates in an exchange of ideas and problems.

  • Assists with various projects and assignments as needed.

  • Assists with Risk Assessment Process; Provides support during IT audits.

  • Oversees and/or assists in compliance of software licensing requirements.

  • Comply with federal, state, and company policies, procedures, internal controls, and regulations.

Competencies: To perform the job successfully, an individual should demonstrate the following competencies:

  • Maintains confidentiality.

  • Follows policies and procedures; Upholds organizational values; Works with ethics and integrity.

  • Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.

  • Develops workable implementation plans; Communicates changes effectively; Prepares and supports those affected by change; Monitors transition and evaluates results.

  • Gathers and analyzes information skillfully; Works well in group problem solving situations.

  • Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

  • Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance.

  • Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills.

  • Writes clearly and informatively; Edits work for spelling and grammar; Presents numerical data effectively; Able to read and interpret written information.

  • Communicates changes effectively; Prepares and supports those affected by change; Monitors transition and evaluates results.

  • Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.

  • Treats people with respect; Benefits organization through outside activities; Supports affirmative action and respects diversity.

  • Exhibits sound and accurate judgment; Includes appropriate people in decision-making process.

  • Prioritizes and plans work activities; uses time effectively; Sets and achieves challenging goals.

  • Adapts to changes in the work environment; Manages competing demands.

  • Is consistently at work and on time; Ensures work responsibilities are covered when absent.

  • Maintains an extremely positive attitude.

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

Education and/or Experience: Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.