Position Title: Tech Support Engineer – Tier 1

Department: Information Technology

Position Reports to: Tech Support Manager

Position Supervises: No Direct Reports.

Position Summary:

Support the company’s mission statement by performing the duty of maintaining a high-level of customer service through developing new customer relationships and retaining and expanding existing business. The Technical Support Engineer – Tier I role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests and or incidents. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual provide help over the phone for users either remote or onsite. Act as a first tier of incident or requests. Demonstrate and implement our Trusted Advisor strategy to all internal and external customers.

Duties and Responsibilities:

• Handle inbound IT service desk contact with phone, email or from the self service portal.

• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.

• Build rapport and elicit problem details from help desk customers.

• Prioritize problems, escalate problems (when required) to the appropriately experienced IT groups.

• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution.

• Apply diagnostic utilities to aid in troubleshooting.

• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

• Identify and learn appropriate software and hardware used and supported by the organization.

• Perform fixes at the service desk level, including installing and upgrading software, installing hardware, and configuring systems and applications.

• Install anti-virus software.

• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

• Test fixes to ensure problem has been adequately resolved.

• Perform post-resolution follow-ups to help requests.

• Develop help sheets and frequently asked questions lists for end users.

• Create, modify, disable or delete user access or accounts.

• Demonstrates a positive reflection of the organization in public through their actions and behaviors.

• Maintain and ensure compliance standards by complying with all bank policies and procedures.

• Other duties as assigned.

Education, Certification, License and Experience:

• High School graduate or equivalent. College or University Degree in Computer Science, Information Sciences or related field and/or 5 years of related experience.

• Certifications in A+, Microsoft Office and Microsoft Operating Systems and/or one year equivalent work experience with systems.

• Minimum one (1) year experience within Information Technology

• Experience with desktop operating systems; basic application support experience with MS Operating systems and printing.

• Knowledge of basic computer hardware including printers; Working knowledge of a range of diagnostic utilities.

Skills and Knowledge:

• Basic knowledge of Microsoft operating system, Office suite and Microsoft diagnostic tools.

• Basic knowledge of computer hardware systems, chipsets, memory modules and peripherals.

• Knowledge of mobile device management tool.

• Good understanding of the organization’s goals and objectives;

• Exceptional written, verbal and interpersonal communication skills

• Strong documentation skills

• Strong troubleshooting skills.

• Able to lift at least 50 lbs. on a regular basis

• Ability to conduct research into a wide range of computing issues as required Ability to absorb and retain information quickly

• Ability to present ideas in user-friendly language

• Highly self-motivated and directed

• Keen attention to detail

• Proven analytical and problem-solving abilities

• Ability to effectively prioritize and execute tasks in a high pressure environment

• Exceptional customer service orientation including patience

• Experience working in a team-oriented and collaborative environment.

• Responsible for knowing and ensuring compliance with applicable laws, regulations and guidelines, as detailed in policies that include but are not limited to Bank Secrecy Act and other applicable anti-money-laundering rules, Right to Financial Privacy, Fair Lending, Community Reinvestment Act, Gramm-Leach-Bliley Act, and other laws and regulations as they pertain to the position.

Work Environment:

This job operates in a professional office environment. Work is normally performed in a typical interior work environment which does not subject the employee to any hazardous or unpleasant elements.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to speak or hear, stand or sit for long periods of time, open filing cabinets, walk, stoop or bend, use hands to handle or feel and reach with hands and arms. The employee must frequently lift and/or move up to 10 pounds, occasionally lift and/or move up to 25 pounds and complete tasks requiring manual dexterity. Ability to drive a vehicle for travel is required for the position.

Premier Financial Corp is an Affirmative Action and Equal Opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or any other legally protected status.

The above statements are intended to describe the essential functions of the job and the qualifications of the person assigned to it. They are not intended as an exhaustive list of all job duties, responsibilities and requirements. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description does not constitute a contract of employment. Employment is “at will” and may be terminated at any time.