Description
Company Summary:
Blue Ridge Bank is extremely proud of its more than a century of customer-based service and looks forward to serving its current and new customers for many years to come, with the attention and service that only a locally owned independent community bank can provide. At Blue Ridge Bank our purpose is to be a trusted partner of choice in helping our customers achieve their financial goals and that includes you as well! Our Core values of teamwork, integrity, respect, open communication and honoring our commitments to each other, serve as our compass, driving us forward with purpose. These values guide our actions and shape our culture to deliver on our purpose. They influence our decision-making and define how we interact with one another and our customers.
Position Purpose:
The Technology Specialist I serves as a front-line member of the Information Technology Operations team, providing responsive, professional, and customer-focused Tier 1 technical support to bank employees across all branch and operations locations. This role is responsible for resolving routine technology issues, accurately documenting service requests, and ensuring a high level of end-user satisfaction while supporting the Bank’s operational reliability, security posture, and regulatory obligations.
Responsibilities:
End-User Support & Customer Service
- Provide first-level, onsite and remote technical support to bank employees across branch and non-branch environments during business hours and as part of an after-hours on-call rotation.
- Receive, triage, prioritize, and resolve IT service requests and incidents using the Bank’s ticket management system in accordance with established service level expectations.
- Deliver clear, professional, and courteous communication while assisting users, including walking end-users through troubleshooting and resolution steps.
- Escalate unresolved or complex issues to a Tier 2 support team with complete and accurate documentation.
- Provide timely follow-up and proactive status updates to users until issues are fully resolved.
Technical Support & Operations
- Support Windows-based workstations, laptops, mobile devices, printers, scanners, multi-function copiers, and other end-user peripherals.
- Install, configure, maintain, and repair approved hardware and software in accordance with Bank standards and security policies.
- Provide front-line troubleshooting and coordination for ATM-related incidents and outages.
- Assist with basic server and directory services tasks, including user account administration and group management in Active Directory, under supervision.
- Troubleshoot basic network connectivity issues impacting end-users and coordinate resolution with senior IT staff or vendors as appropriate.
- Support endpoint security controls by ensuring antivirus, endpoint protection, and patching requirements are met and assist in response to detected threats.
Documentation, Compliance & Process Improvement
- Accurately document all work performed, time spent, and resolution details in the ticketing system to ensure auditability, trend analysis, and operational reporting.
- Adhere to Bank policies, procedures, and regulatory requirements related to information security, data protection, and acceptable use.
- Participate in disaster recovery and business continuity testing activities as assigned.
- Identify recurring issues or process gaps and recommend opportunities for service improvement, standardization, or automation.
Collaboration & Professional Conduct
- Work collaboratively with IT peers, branch staff, and business units to support day-to-day operations.
- Assist the IT Services Manager and Director of Information Technology with projects and initiatives as needed.
- Demonstrate accountability, teamwork, and professionalism in all interactions.
- Create value for the Bank and its employees by delivering reliable, secure, and efficient technology support.
- Consistently demonstrate and uphold the Bank’s core values.
Organizational Relationship
This position reports directly to the IT Services Manager and works closely with other members of the Information Technology team, branch personnel, and third-party vendors as required.
Requirements
Education:
Associate’s degree in Information Technology or a related field required.
Skills:
- One (1) year of equivalent experience in an IT support or help desk role.
- Working knowledge of Windows workstation operating systems, mobile devices, Microsoft 365 (Outlook, Word, Excel, Teams), printers, and common end-user hardware.
- Basic understanding of networking concepts, user authentication, and directory services.
- Strong organizational skills and attention to detail, especially in documentation and ticket management.
- Demonstrated commitment to high-quality internal customer service.
Abilities:
- Ability to work independently with minimal supervision while following established procedures.
- Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Effective active listening and problem-solving abilities.
- Ability to follow complex instructions and adapt to changing priorities.
- Ability to work collaboratively as part of a team and support a geographically distributed organization.
- Reliable attendance and punctuality, including the ability to report to assigned locations as needed.
Preferred Qualifications:
- Associate’s degree plus three (3) years of progressive IT support experience, or equivalent combination of education and experience.
- Prior experience supporting a regulated environment such as banking, financial services, or healthcare.
