IT & Facility Specialist (I,II,or III)

Position Narrative

Position Title: IT & Facility Specialist I, II, or III

Department: IT Department

Location: Centennial Branch, Utulei

Reports To: IT & Bank Security Officer

Innovation and Technology Officer in the absence of the IT and Bank Security Officer

Position Summary

The IT & Facility Specialist I, II, or III is responsible for providing technical support, maintaining the Bank's technology infrastructure, coordinating facility operations, and ensuring the efficient day-to-day operation of technology systems and Bank facilities. The position supports employees by installing, maintaining, troubleshooting, and repairing computer hardware, software, telecommunications equipment, network-connected devices, and other Bank technology while coordinating facility maintenance, vendor services, and Bank assets.

The position supports the Information Technology Department by delivering responsive technical support, maintaining technology assets, coordinating facility operations, and promoting operational continuity. The incumbent collaborates with employees, management, vendors, and service providers to ensure Bank technology and facilities remain functional, secure, and operational while complying with Bank policies, procedures, and applicable regulatory requirements.

Primary Responsibilities

• Install, configure, maintain, and troubleshoot desktop computers, laptops, printers, scanners, telephones, mobile devices, monitors, and other Bank technology equipment.
• Diagnose and resolve hardware, software, operating system, application, peripheral equipment, and connectivity issues.
• Respond to Help Desk requests and provide timely technical assistance through in-person, telephone, email, and remote support.
• Install and maintain approved Bank software applications and perform routine software updates, hardware replacements, and equipment upgrades.
• Document technical support requests, resolutions, and recurring issues and escalate complex technical issues as appropriate.
• Assist with maintaining the Bank’s Local Area Network (LAN), wireless networks, Internet connectivity, telecommunications systems, and Voice over IP (VoIP) systems.
• Assist with workstation imaging, deployment, replacement, relocation, and retirement and support installation and configuration of approved technology solutions.
• Create, modify, and disable user accounts as authorized and provide password and user account support in accordance with Bank security procedures.
• Assist with employee onboarding, transfers, office relocations, and technology deployments by preparing workstations, equipment, telephones, and system access.
• Maintain accurate inventory and assignment records for computers, printers, telephones, networking equipment, software licenses, peripherals, and other technology assets.
• Track technology equipment purchases, assignments, warranties, maintenance history, replacements, and disposal in accordance with Bank procedures.
• Coordinate maintenance and repair of Bank buildings, furniture, equipment, and facilities and assist with preventive maintenance schedules.
• Monitor facility conditions and report maintenance, safety, security, or operational concerns.
• Coordinate office renovations, furniture installations, workstation moves, facility improvements, and related operational projects.
• Coordinate with approved vendors and contractors for technology support, equipment maintenance, telecommunications services, facility repairs, and operational projects.
• Maintain records for Bank facility keys, access devices, and assigned security equipment and assist with monitoring cameras, access control devices, alarms, and related physical security technology.
• Maintain technical documentation, equipment records, maintenance records, operational procedures, and installation guides.

• Support departmental projects, technology deployments, facility improvements, and operational initiatives as assigned.
• Follow established cybersecurity policies and immediately report suspected cybersecurity incidents, phishing attempts, malware infections, unauthorized access attempts, technology vulnerabilities, and physical security concerns.
• Protect confidential customer, employee, Bank, and technology information and comply with TBAS policies, procedures, internal controls, and applicable regulatory requirements.
• Provide responsive, professional, and courteous technical support and communicate technical information clearly to non-technical users.
• Meet established Key Performance Indicators (KPIs), including timely response and resolution of Help Desk requests, accuracy and timeliness of equipment installations and technology support, operational reliability of assigned technology, accurate asset and maintenance records, timely preventive maintenance, effective vendor coordination, compliance with Bank standards, proper protection of Bank assets and confidential information, and overall customer service and productivity.

Qualifications and Skills

• Knowledge of computer hardware, software installation, printers, scanners, mobile devices, telecommunications equipment, and peripheral devices.
• Proficiency with Microsoft Windows operating systems and Microsoft Office applications.
• Working knowledge of Microsoft 365 administration preferred.
• Basic understanding of networking concepts, including LAN, WAN, wireless networking, TCP/IP, DNS, and DHCP.
• Working knowledge of telecommunications systems, Voice over IP (VoIP), and Internet connectivity.
• Knowledge of cybersecurity principles, endpoint protection, password security, and information security practices.
• Ability to troubleshoot hardware, software, connectivity, and operational issues.
• Ability to maintain technology inventory, software licensing, equipment, and asset documentation.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Strong customer service, communication, and interpersonal skills.
• Ability to communicate technical concepts clearly to non-technical users.
• Strong organizational and time-management skills with the ability to prioritize multiple assignments and meet deadlines.
• Ability to work independently and collaboratively within a team environment.
• Ability to interpret and follow Bank policies, procedures, operational standards, and regulatory requirements.
• Ability to exercise sound judgment, maintain confidentiality, and demonstrate professionalism.
• Valid driver’s license with the ability to travel between Bank facilities as operationally required.

IT & Facility Specialist I

• Education: High School Diploma or General Education Degree (GED) required.
• Experience: One (1) to Two (2) years of information technology support, Help Desk, facilities support, customer service, or related experience preferred.

IT & Facility Specialist II

• Education: High School Diploma or GED required. Associate Degree or technical certification in Information Technology, Computer Science, Facilities Management, or a related field preferred.
• Experience: Two (2) to Four (4) years of progressively responsible experience in information technology support, systems administration, telecommunications, networking, facilities coordination, or related experience.

IT & Facility Specialist III

• Education: Associate Degree in Information Technology, Computer Science, Facilities Management, or a related field preferred. Bachelor’s Degree acceptable or an equivalent combination of education, certifications, and experience.
• Experience: Four (4) to Six (6) or more years of progressive experience in information technology, systems administration, network support, telecommunications, information security support, and facility operations.

Equivalent combinations of education, training, and experience may be considered.

General Statement

This description outlines the general nature and level of work performed by employees within this classification and is not intended to be a comprehensive list of all duties, responsibilities, or qualifications. The Bank reserves the right to amend responsibilities to meet operational needs.