IT Support Specialist I
About The Position
The IT Support Specialist I provides first-level support to internal associates for software, applications, hardware, and telecommunications issues. The role troubleshoots core banking and Microsoft applications, hardware errors, operating systems, mobility, and telecommunications; gathers information, opens and triages tickets; and resolves or escalates issues. The specialist supports associates with core banking applications, standard software, Windows, MS Office, and related business solutions, using requests received by telephone, voicemail, email, and the Self Service site. The position maintains accurate records and identifies trends in the ServiceNow ITSM tool to help improve IT processes and systems. It also installs and configures computers and laptops using standard processes and tools, participates in a 24x5 global support team, and escalates complex problems as needed. The role requires compliance with bank regulations, policies, procedures, and required training, including maintaining working knowledge of applicable regulations such as the Bank Secrecy Act, Regulation CC, and Regulation E. The specialist may coach, mentor, or train others, and is expected to foster Columbia Bank's corporate culture and take personal initiative. Other duties may be assigned.
Requirements
- Less than 2 years of IT-related Service Desk experience.
Nice To Haves
- High school diploma or GED preferred.
- Education in Information Technology or a related field preferred.
Responsibilities
- Provide first-level support to internal associates for software, applications, hardware, and telecommunications issues.
- Troubleshoot core banking applications, Microsoft applications, hardware errors, operating systems, mobility, and telecommunications issues.
- Collect information, open tickets, perform triage, resolve issues, or escalate them as needed.
- Support associates with core banking applications, standard software, Windows, MS Office, and related business solutions.
- Answer, evaluate, and prioritize requests for assistance received by telephone, voicemail, email, and the Self Service site.
- Maintain the ServiceNow ITSM tool by accurately capturing details and identifying trends to improve IT processes and systems.
- Install and configure computers and laptops using standard processes and tools.
- Participate in a 24x5 global support team and escalate complex problems as needed.
- Comply with bank regulations, policies, procedures, and required annual or job-specific training; maintain working knowledge of applicable regulations.
- May coach, mentor, or train others and teach coursework as a subject matter expert.
- Actively learn, demonstrate, and foster Columbia's corporate culture; take personal initiative and serve as a positive example.
- Perform other duties as assigned.
Benefits
- Medical, dental, and vision plans
- 401(k) retirement savings plan with employer match for qualifying associate contributions
- Employee assistance program
- Life insurance
- Disability insurance
- Tuition assistance
- Mental health resources
- Identity theft protection
- Legal support
- Auto and home insurance
- Pet insurance
- Access to an online discount marketplace
- Paid vacation, sick days, volunteer days, and holidays
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
