Information Systems Specialist

Job Title: Information Systems Specialist

Status: Non-Exempt

Reports To: Systems Administrator and Chief Information Security Officer

Supervisory Responsibilities: N/A

Schedule: 9a-5p M-F and rotating Saturdays (once every 3 weeks)

Job Summary: The Information Systems Specialist serves as the primary resource for employee technology education and support across the Bank. This role focuses on developing and delivering training programs, traveling to branch locations to provide hands-on instruction, and publishing employee-friendly communications that promote confidence in technology use. In addition to training, the position supports daily IT operations through helpdesk assistance, user provisioning, and troubleshooting. By combining technical expertise with strong communication skills, the Information Systems Specialist plays a critical role in improving employee efficiency, reducing downtime, and ensuring smooth adoption of bank technology systems.

Essential Functions:

Job Specific:

• Develop, deliver, and maintain a technology training program for employees, covering core banking systems, Microsoft Office products, internet banking, phone systems, and other business applications.
• Conduct new-hire technology training and provide branch-level education sessions, including travel to branch locations to deliver hands-on instruction and troubleshooting.
• Publish educational communications, such as tip sheets, step-by-step guides, intranet updates, and newsletters, to keep employees informed of technology changes and troubleshooting solutions.
• Enhance and expand the existing library of self-service resources, including FAQs and quick reference materials, to promote employee independence and reduce recurring helpdesk issues.
• Analyze recurring helpdesk tickets and design training initiatives to address common challenges and improve employee confidence in technology use.
• Manage the IT Helpdesk system, including ticket intake, response coordination, resolution, and documentation. Ensure tickets are addressed in a timely and professional manner and escalate complex issues as needed.
• Provide first-level support by troubleshooting hardware and software issues, resetting passwords, and assisting with system access.
• Serve as the lead for user provisioning, including adding, modifying, and removing user access across Core and Ancillary Programs, Active Directory, and related systems.
• Support technology-related projects and initiatives by collaborating with cross-functional teams and contributing to implementation activities.
• Assist with maintaining and updating the bank’s website and support functionality for internet banking products.
• Act as the Insurance Program Specialist, maintaining knowledge of insurance platforms, assisting employees and customers with related issues, and ensuring smooth operation of the programs.
• Serve as the Deposit Scanning lead, supporting employees with scanner-related troubleshooting and maintaining effective processes.
• Participate in managing internal systems and network infrastructure under the guidance of the Systems Administrator.
• Ensure adherence to IT policies, data security protocols, and proper documentation standards.
• Perform additional duties as assigned to support Information Technology and operational needs.

Bank Specific:

• Exhibit professionalism in appearance and attitude, maintaining confidentiality and ethical behavior at all times.
• Provide timely assistance and support to both co-workers and customers, ensuring exceptional service and accurate information.
• Demonstrate a commitment to The First State Way by upholding First State’s customer service standards in all interactions, fostering positive relationships with both external customers and internal team members.
• Adhere to regular attendance, punctuality, and break schedules.
• Take responsibility for personal actions and be accountable for performance.
• Promote and cross-sell company services while participating in training opportunities as required.
• Complete annual bank-wide training as required, ensuring all necessary knowledge and skills are up to date.
• Remain vigilant and knowledgeable about crisis procedures, including emergency protocols such as robbery.
• Comply with all bank policies, procedures, and regulations, and report any concerns to Human Resources or upper-level management immediately.

Knowledge, Skills, and Abilities (KSAs):

• Proficient in Microsoft Office and general office machinery.
• Attentive to detail with a high degree of accuracy.
• Self-motivated and capable of working independently.
• Effective at interacting with customers, management, and other employees.
• Strong critical thinking, problem-solving, and analytical skills.
• Excellent customer service orientation and communication skills, both verbal and written.
• Flexible and able to work under pressure, prioritize tasks, and meet deadlines.
• Well-organized with a courteous and diplomatic approach.
• Demonstrates sound judgment and strong organizational skills.
• Able to hear and communicate effectively with customers, co-workers, and external contacts.
• Proficient in reading and writing.

Qualifications:

• Bachelor’s degree in Business Administration, Information Technology and/or commensurate experience in information systems.
• Prefer at least 1 year of previous experience in information systems; additional experience is a plus.
• Valid motor vehicle driver’s license required.

Physical Demands:

• Engage in routine physical activities such as walking, standing, sitting, stooping, bending, pushing, and pulling.
• Ability to read reports and use a computer effectively.
• Lift and carry items up to 30 pounds daily, including file boxes and office supplies.

Work Environment:

• Primarily indoors in an environmentally controlled setting.
• Occasional travel by car to visit other company locations may be required.
• Flexibility for occasional evening and weekend work to achieve established goals.

Note: The statements herein are intended to describe the general nature and level of work being performed by the employee assigned to this position.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the employee.