IT Support Specialist II

Umpqua Bank • Lakewood, WA

448d • $41,600 - $54,080

About The Position

The IT Support Specialist II at Umpqua Bank provides essential support services to internal and external users for various software, applications, hardware, and telecommunications issues. This role involves troubleshooting core banking applications, Microsoft applications, and hardware errors, while also managing user requests and maintaining technical support documentation. The specialist will work within a global support team and may be required to be on-call during specific times or projects, ensuring compliance with bank regulations and fostering a positive corporate culture.

Requirements

• High School Diploma required; Bachelor's Degree in Information Technology preferred.
• 2-4 years of IT related Help Desk experience required.
• Previous practical experience in a personal computer network environment.
• Broad technical knowledge of troubleshooting and resolving a wide variety of user problems.
• Excellent interpersonal communication skills.
• Specialized education in IT support tools and applications.
• Knowledge of TCP/IP Protocols and PC knowledge, including hardware and software configuration, directory tree structure, Windows Messaging services, Active Directory, and Internet Explorer.
• Working knowledge of Windows Operating Systems, Microsoft Office software package, Active Directory, and system management tools.
• Proficient in MS Office Suite, Enterprise Networks, banking computer system, and print device troubleshooting in a networked environment.
• Outstanding customer service skills and the ability to communicate highly technical information to both technical and non-technical staff.
• Good research, analytical, problem solving, and troubleshooting skills.
• Ability to manage time efficiently and work under stressful conditions.
• Good working understanding of computer hardware architecture concepts and technology related terminology.
• Ability to effectively log tickets in call tracking software.
• Basic understanding of accounting/record keeping.

Nice To Haves

• Bank related experience preferred.
• Demonstrate continuing education through independent studies, monthly subscriptions, and periodicals.

Responsibilities

• Provide support services to internal and/or external users for software, applications, hardware, and telecommunications related issues.
• Troubleshoot core bank applications, Microsoft applications, hardware errors, and Operating System issues.
• Collect information, open tickets, perform triage, and resolve or escalate issues related to new hardware/software requests, network, application software, and telecommunications.
• Assist and support users with the use of core banking applications, standard software, Windows, MS Office, and other related banking business solutions.
• Answer, evaluate, and prioritize incoming requests for assistance via telephone, voicemail, email, and Self-Service site.
• Maintain the Technical Support Software by identifying trends and accurately capturing details to improve IT processes and systems.
• Create and update documentation on established Technical Support procedures and processes, problem resolution steps, and escalation procedures.
• Make recommendations to management on updates and changes needed.
• Identify and troubleshoot hardware, software, operating system, mobility, and telecommunication issues.
• Install, configure, troubleshoot, and resolve incidents with respect to networking and desktop environments, including LANs, WANs, remote access, and VPNs.
• Perform diagnostic techniques to identify problems, investigate causes, and recommend solutions to correct common failures utilizing remote access tools.
• Perform installations and configure computers/laptops using standard processes and tools.
• Partner in a 24X5 global support team and may be required to be on-call during specific times/projects.
• Escalate complex problems to higher levels of expertise within the organization.
• Demonstrate compliance with all bank regulations for assigned job function and apply to designated job responsibilities.
• Keep up to date on regulation changes and follow all Bank policies and procedures.
• May coach, mentor, or train others and teach coursework as a subject matter expert.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Credit Intermediation and Related Activities
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees