IT Intern

First State Bank Nebraska • Lincoln, NE

2d • Hybrid

About The Position

The IT Intern serves as a primary point of contact for employee technology support across the Bank. This role provides front-line troubleshooting, technical assistance, and user support for bank technology systems, including workstations, peripherals, printers/copiers, phone systems, and Microsoft 365 applications. The IT Intern supports daily operations by resolving routine technical issues, escalating complex concerns as appropriate, and delivering consistent, high-quality internal customer service. In addition to helpdesk support, this position regularly travels to branch locations to provide hands-on technical assistance, technology education, and user training. The IT Intern plays a key role in reducing repeat issues by identifying common trends, developing simple reference materials, and coaching employees on proper technology use and established processes.

Requirements

• 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.
• Associate degree or equivalent experience in Information Technology, Computer Science, or a related field preferred.
• Prior experience providing technical or helpdesk support is preferred.
• Familiarity with Windows-based environments, Microsoft 365 applications, and general troubleshooting practices.
• Valid motor vehicle driver’s license required.

Responsibilities

• Provide Tier 1 technical support for employee technology issues through the IT helpdesk ticketing system, ensuring timely response and resolution.
• Troubleshoot and resolve routine hardware and software issues related to workstations, monitors, docking stations, peripherals, printers/copiers, and approved applications.
• Support employees with Microsoft 365 applications including Outlook, Teams, Word, Excel, and related tools.
• Provide basic phone system support, including user assistance and troubleshooting.
• Troubleshoot network printing and document management issues and coordinate with vendors as needed for resolution.
• Install approved software and assist employees with application-related issues in accordance with established procedures and security standards.
• Accurately document incidents, troubleshooting steps, and resolutions within the IT ticketing system to ensure proper tracking and knowledge sharing.
• Escalate complex or unresolved issues to higher-level IT support when appropriate.
• Perform assigned user account support tasks, including password resets, account unlocks, and basic access assistance.
• Gather required information and assist with access-related requests by coordinating with appropriate IT personnel for provisioning or system changes.
• Travel regularly to branch locations to provide in-person technical support, equipment assistance, and technology refreshers.
• Identify recurring issues and training opportunities by reviewing helpdesk trends and common employee questions.
• Create and maintain user-friendly documentation, including quick reference guides, tip sheets, and step-by-step instructions.
• Provide coaching and guidance to employees to improve confidence, efficiency, and compliance when using bank technology systems and tools.
• Assist with basic IT inventory management, including equipment tracking, replacements, and coordination as assigned.
• Support technology-related projects and initiatives as directed.
• Perform additional tasks as assigned to support Information Technology operations and overall bank needs.
• 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.

What This Job Offers

• Career Level: Intern
• Education Level: Associate degree