IT Support Specialist
About The Position
The IT Support Specialist supports associates with core banking applications, standard software, Windows, MS Office, and other business solutions. The role answers, evaluates, and prioritizes assistance requests received by telephone, voicemail, email, and the Self-Service site. It maintains ServiceNow records, identifies trends, and captures details accurately to improve IT processes and systems. The specialist troubleshoots hardware, software, operating system, mobility, and telecommunications issues, and installs and configures computers and laptops using standard processes and tools. The position participates in a 24x5 global support team and escalates complex problems as needed. It also supports internal associates in enabling business relationships with bank customers. The specialist complies with bank regulations and policies, keeps current with applicable regulatory changes, and completes required annual or job-specific training. The role maintains working knowledge of applicable written policies and procedures, including those concerning the Bank Secrecy Act, Regulation CC, Regulation E, and Bank Security. The specialist may coach, mentor, or train others and teach coursework as a subject matter expert. The role also expects initiative, positive example-setting, and active support of Umpqua’s corporate culture and its vision to become the “Business Bank of Choice.” Other duties may be assigned. This is a fully onsite position at 5210 74th Street W, Lakewood, WA 98499. The pay range is $21.00–$32.00 per hour. The selected candidate’s rate depends on job-related knowledge, skills, experience, education, and geographic location. The role may be eligible for performance-based incentive compensation, with details provided during recruitment.
Requirements
- High school diploma or GED.
- 2–4 years of IT-related Service Desk experience.
- CompTIA A+ certification.
- 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.
- Proficiency in MS Office Suite, enterprise networks, banking computer systems, and print-device troubleshooting in a networked environment.
- Strong customer service skills and ability to communicate highly technical information to technical and non-technical associates.
- Good research, analytical, problem-solving, and troubleshooting skills.
- Fully onsite work at the posted Lakewood, Washington location.
Nice To Haves
- Bachelor’s degree in Information Technology or a related field.
- CompTIA Network+ certification.
- Microsoft Certified: Fundamentals certification.
- 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
- Support core banking applications, standard software, Windows, MS Office, and other related business solutions.
- Answer, evaluate, and prioritize incoming requests through telephone, voicemail, email, and the Self-Service site.
- Maintain ServiceNow records, identify trends, and accurately capture details to improve IT processes and systems.
- Identify and troubleshoot hardware, software, operating system, mobility, and telecommunications issues.
- Install and configure computers and laptops using standard processes and tools.
- Participate in a 24x5 global support team and escalate complex problems as needed.
- Comply with bank regulations, policies, procedures, and required training, and keep up to date on applicable regulatory changes.
- Maintain working knowledge of applicable Bank policies and procedures regarding the Bank Secrecy Act, Regulation CC, Regulation E, Bank Security, and other relevant regulations.
- May coach, mentor, or train others and teach coursework as a subject matter expert.
- Actively learn, demonstrate, and foster the corporate culture; take initiative and serve as a positive example.
- Perform other duties as assigned.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- 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
- Online discount marketplace
- Paid vacation
- Paid sick days
- Paid volunteer days
- Paid holidays
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
