IT Support Specialist

Bank Iowa•West Des Moines, IA

About The Position

As an IT Support Specialist at Bank Iowa, this role serves as the first point of contact for Bank Iowa team members seeking technical assistance over the phone, chat, or email. This role performs remote troubleshooting through diagnostic techniques and asking of pertinent questions and determines the best solution based on the issue and details provided by Bank Iowa team members.

Requirements

Associates degree in a computer-related field or equivalent years of experience in Information Technology.
Proven experience as a help desk technician or other client support role
Ability to exhibit our values; Think Big, Be People-Centered, Enable Great Things, and Bring your Best.
Tech savvy with working knowledge of Microsoft, and Apple products
Good understanding of computer systems, including desktops, servers and applications
Ability to diagnose and resolve basic technical issues
Excellent communication skills
Service-oriented and levelheaded

Responsibilities

Serve as the first point of contact for internal team members seeking technical assistance over the phone or email
Perform remote troubleshooting through diagnostic techniques and asking pertinent questions
Determine the best solution based on the issue and details provided by the team member
Walk the team member through the problem-solving process
Direct unresolved issues to the next level of support
Provide accurate information on IT systems or services
Record events and problems and their resolution in ticket tracking system
Follow-up and update ticket status and information
Pass on any feedback or suggestions by team members to the appropriate internal team
Identify and suggest possible improvements on processes and procedures
Participates in IT projects as assigned.
Assists with special projects and performs other duties as assigned by supervisor.
Understands and complies with banking regulations by following bank policies and procedures.
Stays abreast of relevant regulations, current industry matters, and any changes implemented internally to ensure compliance.