IT Applications and Field Support Associate

DEPARTMENT: Information Systems/IT

LOCATION: 302 Main Street Catskill, NY 12414 100% on-site

REPORTS TO: Director of Enterprise Applications  

SUPERVISES: None  

GRADE: 11

Pay Range: $22.50 - $26.00 per hour, commensurate with education and experience 

POSITION SUMMARY:

The IT Applications and Field Support Associate serves as a first point of contact for employee technology support. The position owns help desk tickets from initial intake through resolution, escalation, documentation, user confirmation, and timely closure.

The role provides Level 1 user support, conducts frequent onsite support to branch and back-office locations for hardware replacement, equipment setup, and other in-person technology needs, monitors routine application and batch-processing alerts, maintains standardized support documentation, and works with senior IT staff when an issue requires advanced application, database, network, or infrastructure expertise.

EDUCATION & EXPERIENCE:

• Associate’s Degree in Computer Information Systems/Computer Science, technical coursework, certification, or equivalent practical experience is preferred 
• CompTIA A+ certification preferred
• Basic understanding of computers, printers, workstations, user accounts, networks, and common business applications.
• Prior banking, help desk, application support, branch technology, or customer support experience.
• Familiarity with business applications, ticketing workflows, remote-support tools, or basic database concepts.
• Intermediate skills with all Microsoft Office products are required. 
• Polite and conscientious communication skills when dealing with computer users on the telephone, remotely, and onsite in person are required. 
• Comfortable using Microsoft Windows, Microsoft Office, email, help desk ticketing systems, and approved remote-support tools.
• Strong written and verbal communication skills, including the ability to create clear tickets, troubleshooting notes, escalation summaries, user instructions, and knowledge-base content.
• Valid driver's license, reliable transportation, and ability to travel within the Hudson Valley and Capital Region

MAJOR DUTIES & RESPONSIBILITIES:

• Perform structured troubleshooting by following procedures, asking clear questions, documenting findings, and escalating appropriately.
• Own help desk tickets from intake through resolution, escalation, documentation, user confirmation, and timely closure.
• Provide Level 1 support for common employee technology needs, including passwords, printers, workstations, basic application access, permissions changes, onboarding, and offboarding.
• Ability to travel to Branches within the Capital District and Hudson Valley market is required. Must possess and maintain a valid driver’s license.  
• Coordinate and provide routine onsite branch support, including hardware replacement, equipment setup, break-fix support, scheduling, location and access details, user availability, equipment needs, and communication with Help Desk and Field Support leadership.
• Use basic troubleshooting and approved remote-support tools to resolve routine issues and determine whether an issue requires immediate assistance, onsite support, or escalation.
• Monitor routine application and batch-processing alerts and assist senior staff with application workflow testing, issue coordination, and basic database-related tasks under appropriate supervision.
• Maintain clear, templated tickets, troubleshooting notes, runbooks, knowledge articles, and other documentation that support consistent service and faster resolution.
• Organize multiple support requests, meet follow-up commitments, and close tickets promptly after resolution is verified.
• Ability to protect confidential information and follow access-control, security, and compliance procedures.

PHYSICAL DEMANDS:

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 talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

COMPLIANCE STATEMENTS:

EQUAL EMPLOYMENT OPPORTUNITY

Bank of Greene County is an equal opportunity employer. We provide equal employment opportunity in all employment-related matters, including hiring, training, promotion, compensation, benefits, transfers and other personnel actions, without regard to race (including traits historically associated with race), color, national origin, age, religion, sex, sexual orientation, gender identity or expression, the status of being transgender, disability, genetic information, predisposition and carrier status, military or veteran status, marital and familial status, the status of being a victim of domestic violence, employee’s or a dependent’s reproductive health decision making (including, but not limited to, a decision to use or access a particular drug, device or medical service), known relationship or association with any member of a protected class, and any other characteristic protected by applicable law.

BANK SECRECY ACT (BSA)

Before assuming any duties, each employee will be trained in the proper filing and logging procedures for large currency transactions and the sale of monetary instruments.

Each employee will immediately report suspicious currency transactions or activity to their immediate supervisor or the BSA Officer.

All employees will become familiar with how their customers handle their accounts and will report any transactions that are not within the normal activities of the customer.

The employee will be trained in compliance with the BSA, USA PATRIOT ACT and associated laws and regulations under the Bank’s Compliance Program as it pertains to his or her job functions. Employees are expected to meet all compliance requirements as stated within the Bank’s BSA/AML/CIP/OFAC Program. Failure to meet these compliance standards may adversely affect performance appraisals and may result in disciplinary action up to and including termination. Employee’s compliance violations may result in termination, individual fines, and possible imprisonment.