IT Support Specialist III

Columbia Bank•Redding, ID

2d•Onsite

About The Position

Provide support to internal associates for software and application-related issues. Troubleshoot core banking applications, Microsoft applications, and operating systems. Collect information, work tickets, perform triage, and resolve or escalate issues related to software requests and application software. Support internal associates to empower business relationships with bank customers. Assist and support associates with 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. Monitor tickets submitted in ServiceNow by identifying trends and accurately capturing details to determine incident trends and improve IT processes and systems. Demonstrate compliance with all bank regulations and policies. Perform account access and entitlement management tasks in SailPoint, ensuring adherence to Standard Operating Procedures. Modify user information, manage profiles and entitlements in SailPoint, and coordinate account access for business applications. Monitor and triage access requests from SailPoint and ServiceNow, updating and closing tickets based on priority. 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

4-6 years — IT related Service Desk experience.
Advanced knowledge of TCP/IP protocols and PC hardware and software configuration.
Extensive knowledge of Windows operating systems, Microsoft Office Suite, Active Directory, and system management tools.
Excellent customer service skills and ability to communicate highly technical information to both technical and non-technical associates.
Strong research, analytical, problem-solving, and troubleshooting skills.
Ability to manage time efficiently and work under stressful conditions.
Working understanding of computer hardware architecture concepts and technology-related terminology.

Nice To Haves

H.S. Diploma/GED (preferred)
Information Technology (IT) or related field. (preferred)
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.

Responsibilities

Provide support to internal associates for software and application-related issues.
Troubleshoot core banking applications, Microsoft applications, and operating systems.
Collect information, work tickets, perform triage, and resolve or escalate issues related to software requests and application software.
Support internal associates to empower business relationships with bank customers.
Assist and support associates with 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.
Monitor tickets submitted in ServiceNow by identifying trends and accurately capturing details to determine incident trends and improve IT processes and systems.
Demonstrate compliance with all bank regulations and policies.
Perform account access and entitlement management tasks in SailPoint, ensuring adherence to Standard Operating Procedures.
Modify user information, manage profiles and entitlements in SailPoint, and coordinate account access for business applications.
Monitor and triage access requests from SailPoint and ServiceNow, updating and closing tickets based on priority.
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)
a 401(k)-retirement savings plan with employer match for qualifying associate contributions
an 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