IT Support Specialist I

Intrust Bank • Wichita, KS

410d

About The Position

The IT Support Specialist I at INTRUST Bank serves as the first point of contact for customer issues, managing the workload of customer calls and self-service tickets. This role focuses on providing exceptional customer service, troubleshooting technical issues, and ensuring efficient resolution or escalation to Tier 2 support. The position emphasizes teamwork, confidentiality, and adherence to the bank's character qualities, fostering a supportive and growth-oriented work environment.

Requirements

• 2 years of college in an IT related field and/or 3 - 5 years of work experience in IT customer support.
• Strong working knowledge across Windows Operating Systems and Office products.
• Strong level of problem-solving skills and initiative to solve a variety of technical issues.
• Proficient in computer hardware and software diagnostics and troubleshooting.
• Strong working knowledge of printers and mobile devices.

Nice To Haves

• Prior banking experience is a plus.
• CompTIA A+ certification preferred.

Responsibilities

• Answer all incoming calls in accordance with phone handling guidelines.
• Serve as the first responder to all incoming self-service tickets in accordance with SLA guidelines.
• Troubleshoot customer issues using established diagnostic techniques, knowledge articles, and procedures.
• Accurately record all incidents, requests, troubleshooting performed, and resolutions in the ticketing system.
• Participate in an IT on-call rotation as required.

Benefits

• Competitive pay
• Generous time off including three weeks of paid vacation and 11 paid holidays each year.
• Paid time off to volunteer in the community.
• Paid employee and family sick leave.
• Paid parental leave.
• 401(k) plan with 6% employer match and 100% immediately vested.
• 3% non-elective company contribution; non-elective contribution vested after 3 years of service.
• Career growth and development resources including tuition reimbursement for full-time and part-time employees enrolled in any degree program.
• Medical, dental, and vision insurance.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Credit Intermediation and Related Activities
• Education Level: Associate degree