IT Support Specialist II
About The Position
In this role as an IT Support Specialist II you will support associates with core banking applications, standard software, Windows, MS Office, and other related business solutions. Answer, evaluate, and prioritize incoming requests for assistance. Maintain the ITSM tool (ServiceNow) by identifying trends and accurately capturing details to improve IT processes and systems. Support internal associates to empower business relationships with bank customers. Provide support for core banking applications, standard software, Windows, MS Office, and other related business solutions. Answer, evaluate, and prioritize incoming requests for assistance via telephone, voicemail, email, and Self Service site. Maintain the ITSM tool (ServiceNow) by identifying trends and accurately capturing details to improve IT processes and systems. Identify and troubleshoot hardware, software, operating system, mobility, and telecommunication issues. Perform installations and configurations of computers/laptops using standard processes and tools. Participate in a 24x5 global support team and escalate complex problems as needed. Demonstrate compliance with all bank regulations and policies. Demonstrates compliance with all bank regulations for assigned job function and applies to designated job responsibilities – knowledge may be gained through coursework and on-the-job training. Keeps up to date on regulation changes. Follows all Bank policies and procedures, compliance regulations, and completes all required annual or job-specific training. Maintain a working knowledge of Bank's written policies and procedures regarding Bank Secrecy Act, Regulation CC, Regulation E, Bank Security and other regulations as applicable to this job description. May be asked to coach, mentor, or train others and teach coursework as subject matter expert. Actively learns, demonstrates, and fosters the Columbia corporate culture in all actions and words. Takes personal initiative and is a positive example for others to emulate. Embraces our vision to become “Business Bank of Choice” May perform other duties as assigned.
Requirements
- 2-4 years — IT related Service Desk experience.
- Broad technical knowledge of troubleshooting and resolving a wide variety of associate problems.
- Excellent interpersonal communication skills.
- Specialized education in IT support tools and applications.
- Knowledge of TCP/IP protocols, PC hardware and software configuration, directory tree structure, Windows Messaging services, Active Directory, and Internet Explorer.
- Proficient in MS Office Suite, Enterprise Networks, banking computer systems, and print device troubleshooting in a networked environment.
- Outstanding customer service skills and ability to communicate highly technical information to both technical and non-technical associates.
- Good research, analytical, problem-solving, and troubleshooting skills.
- Familiarity with ServiceNow (Universal Request, Incident, Request Fulfillment, Change Management, Report, Agent Workspace, and Software/Hardware Asset Management), Webex Calling, Cisco IVR, and Calabrio call recording.
Nice To Haves
- H.S. Diploma/GED
- College Degree in Information Technology (IT), or related field.
Responsibilities
- Provide support for core banking applications, standard software, Windows, MS Office, and other related business solutions.
- Answer, evaluate, and prioritize incoming requests for assistance via telephone, voicemail, email, and Self Service site.
- Maintain the ITSM tool (ServiceNow) by identifying trends and accurately capturing details to improve IT processes and systems.
- Identify and troubleshoot hardware, software, operating system, mobility, and telecommunication issues.
- Perform installations and configurations of computers/laptops using standard processes and tools.
- Participate in a 24x5 global support team and escalate complex problems as needed.
- Demonstrate compliance with all bank regulations and policies.
- Demonstrates compliance with all bank regulations for assigned job function and applies to designated job responsibilities – knowledge may be gained through coursework and on-the-job training. Keeps up to date on regulation changes.
- Follows all Bank policies and procedures, compliance regulations, and completes all required annual or job-specific training.
- Maintain a working knowledge of Bank's written policies and procedures regarding Bank Secrecy Act, Regulation CC, Regulation E, Bank Security and other regulations as applicable to this job description.
- May be asked to coach, mentor, or train others and teach coursework as subject matter expert.
- Actively learns, demonstrates, and fosters the Columbia corporate culture in all actions and words.
- Takes personal initiative and is a positive example for others to emulate.
- Embraces our vision to become “Business Bank of Choice”
- May perform other duties as assigned.
Benefits
- Comprehensive healthcare coverage (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
- Holidays
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
