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Job Summary

This hands-on technical position will diagnose, resolve and respond to IT incidents and service requests, priorities, and goals in a MS Windows/Cisco based environment locally and at the branch level. Technical responsibilities include (but not limited to) support and administration for computing hardware and systems, packaged software, peripheral equipment, proprietary software, and network connectivity to ensure the efficient and successful operations of IT automation in accordance with compliance regulations, Information Security, and IT standards, practices, policies, and procedures.

Essential Duties Monitoring and maintaining assigned Zendesk tickets on a daily basis. Adhere to the departments published SLAs as it relates to review and proper escalation of tickets based on severity of tickets and priority level. Responsible for the setup, configuration, repair, break/fix, moves/add/changes and integration of new and existing computing hardware, software, networking, telecommunications (VoIP handsets and systems) and other computer-related technologies and peripherals Provide basic network support ensuring desktop and other networked peripherals full connectivity Perform preventative maintenance and setup for a variety of computer related equipment and locations, including audio-visual conferencing systems and conference rooms Responsible for providing outstanding customer-centered quality support and service ensuring the highest levels of customer satisfaction Address/resolve IT incidents/service request and/or escalate to the appropriate upper Tier IT teams when necessary; promptly enter/prioritizes/track/monitor/update and follow-up/ close all tickets received via the Helpdesk tracking system, telephone calls and/or personnel "walk-ups" Ensures the banks and clients data is kept secure and confidential. Support organizational efforts and maintaining policies and procedures in the IT Department Assist with the creation and maintenance of IT systems documentation Perform on-call "after-hours" support based on a staff rotation as/when required Identify and resolve user problems and concerns associated with all IT applications, computer equipment, hardware, and software Serve as liaison between staff and upper-level IT Department personnel Plan, install, coordinate desktop and peripheral equipment for users Maintain user hardware and software Clean, modify and repair computer hardware. Build desktops and laptop per specification. Will ensure, daily that audio/video equipment operate with computers in classrooms and meeting rooms and are in good operation for faculty use. Enter all call, on-site, and e-mail activity into online ticketing system Clearly document ongoing support issues in knowledge base documentation. Provide a high level of customer support at all times Adhere to the Banks clean desk policy Performs other duties as assigned. Essential Duty - On Call Support

When scheduled for on-call duty, responsible for all end-user support after hours, and ensuring that response times and service levels are within the guidelines established by management. Service Desk personnel must ensure that cell phones are on and available in the event of end-user support call or outage alert via text message. Service Desk personnel may be expected to be available to respond to critical situations, even if not scheduled for on-call duty.

Complies with all State and Federal Banking regulatory requirements, including but not limited to: BSA, Anti-Money Laundering OFAC, CIP, Financial Elder Abuse Reporting, Sexual Harassment, Information Security and privacy requirements. This position will elevate suspicious activity to supervisory staff and/or BSA department. Completes compliance and other technical training workshops as assigned.

Basic Knowledge, Skills and Abilities

Requires a BA/BS in Related Field. Relevant work experience may substitute for required education. IT Support Technician II for a Tier II Helpdesk with 3+ Years hands-on experience imaging, repairing and troubleshooting Computer Hardware (Desktops/Laptops/Peripherals) and Software applications Working knowledge of Help Desk/Customer Support center operations Comprehensive "hands-on" troubleshooting skills with various hardware and software products including (but not limited to): 32-/64-bit platforms (mobile and stationary), HP, Xerox & Ricoh printers, capture scanning systems, encryption, wired & wireless equipment, VoIP, Citrix, VPN, desktop firewall, Antivirus, MS Windows, MS Office Suite. Mobile IPhone devices and Linux, MS Sharepoint, Cloud Services, Active Directory, Group Policies.

Strong customer and technical support experience, supporting bank associates are non-technical. Familiarity with IT Service Management tools i.e. Zendesk Comprehensive troubleshooting skills of various hardware and software products including: Microsoft, OneNote, Antivirus, encryption, wireless, Citrix, laptops/desktops, and network Printers Strong sense of customer/solution ownership, an overall drive for excellence, and a proven ability to manage multiple projects to successful completion Well-versed/practiced in current IT technical standards and best practices (ITIL) relating to micro-computers, printers, scanners, and basic network technology Superior customer service and communications skills along with ability to drive productive team collaboration and participating in on call support rotation Ability to escalate advanced technical problems to higher tier support levels. Proficient in basic networking protocols and standards Knowledge of AD, Exchange, VPN, routers, and wireless internet access Knowledge in troubleshooting a Citrix environment Must be a fast learner who can adapt to a fast paced environment Must have excellent written and verbal communication skills with technical and non-technical personnel Ability to work in a team environment, yet autonomously with self-motivation, including keeping forward momentum on projects and working with team members to achieve a common goal Must be able to multi-task and change priorities base on criticality Knowledge of hardware/software installation and troubleshooting Officer Title Eligibility

For qualified positions, the Bank may designate Officer Titles to employees who meet defined competencies for an eligible position. This position is not eligible for an Officer Title.

Competencies

To perform the job successfully, the following must be demonstrated:

Attitude

- Demonstrate a positive "can do" attitude; show motivation; must be goal oriented and a self-starter; be "solution-minded" rather than "problem-minded" Work Ethics

- Must be dedicated, responsible, hard-working, and a team player Oral Communication

- Speak clearly and persuasively in positive or negative situations; listen and get clarification; respond well to questions; demonstrate group presentation skills; participate in meetings Written Communication

- Write clearly and informatively; edit work for spelling and grammar; vary writing style to meet needs; able to read and interpret written information Bank Support

- Follow policies and procedures; support the Banks goals and values Quality Management

- Look for ways to improve and promote quality; demonstrate accuracy and thoroughness Diversity

- Demonstrate knowledge of the Banks Diversity policy; show respect and sensitivity for cultural differences; educate others on the value of diversity; promote a harassment-free environment; build a diverse workforce Teamwork

- Balance team and individual responsibilities; exhibit objectivity and openness to others' views; give and welcome feedback; contribute to building a positive team spirit; put success of team above own interests; able to build morale and group commitments to goals and objectives; support everyone's efforts to succeed Judgment

- Display willingness to make decisions; exhibit sound and accurate judgment; support and explain reasoning for decisions; include appropriate people in decision-making process; make timely decisions Professionalism

- Approach others in a tactful manner; react well under pressure; treat others with respect and consideration, regardless of their status or position; accept responsibility for own actions; follow through on commitments Safety and Security

- Observe safety and security procedures; determine appropriate action beyond guidelines; report potentially unsafe conditions; use equipment and materials properly. Use carts, hand trucks, lift belts and other tools when transporting heavy objects. Adaptability

- Adapt to changes in the work environment; manage competing demands; change approach or method to best fit the situation; able to deal with frequent changes, delays, or unexpected events Attendance and Punctuality

- Be consistently at work and on time; ensure work responsibilities are covered when absent; arrive at meetings and appointments on time Dependability

- Follow instructions, respond to management direction; take responsibility for own actions; keep commitments; commit to long hours of work when necessary to reach goals; responsive while on call, complete tasks on time or notify appropriate person with an alternate plan Innovation

- Display original thinking and creativity; meet challenges with resourcefulness; develop innovative approaches and ideas Education and Experience

B.S. in related field or three years of experience in specialized field of helpdesk support. Relevant and equivalent experience may be substituted for degree requirement. MCP or similar certifications are preferred. Ability to react to customer issues and formulate resolutions quickly. CompTIA Network+ CompTIA A+ CompTIA Security + HDI SCA (Support Center Analysis) ITIL Foundation Certification in IT Service Management (Desired) Experience with Zendesk ticketing system Physical Requirements & Work Environment

Requires repetitive movement. Requires travel to branch locations Requires sitting for prolonged periods of time. Requires lifting up to 50 lbs. Requires using hands to handle, control or feel objects. Office setting w/controlled temperature. Additional Requirements

Professional business attire On call and after hours availability required. Ability to work evenings, weekends and holidays as needed

As a part of the Bank's internal control systems, employees holding sensitive positions are required to be absent from their duties for a minimum of two consecutive weeks each year. This position has been deemed to meet the test for a sensitive position, and therefore you will be required to meet the minimum absence requirement each and every year.

This job description is not intended to be all-inclusive, and employees will be required to perform additional related work duties as assigned by their immediate supervisor and/or management.

Farmers and Merchants Bank of Long Beach reserves the right to revise or change job duties and responsibilities as the need arises. This job description does not constitute a written or implied contract of employment.

March 15, 2022