IT Support Specialist

German American Bank•Owensboro, KY

24d

About The Position

The IT Support Desk Specialist delivers technical support to internal users and helps maintain networked systems. The role is the first point of contact for hardware, software, and connectivity troubleshooting, and contributes to infrastructure projects with the broader IT team. The specialist provides Tier I support across locations, maintains user workstations and accounts, supports Microsoft applications and proprietary banking systems in a Windows environment, manages incoming tickets, and provides scheduled rotational on-call support. The role also assists administrators with voice, security, cloud, and endpoint systems; supports Active Directory, Exchange, VMware, and Citrix environments; participates in technology projects; and helps manage inventory and documentation. The position calls for a customer-focused, detail-oriented problem solver who can work independently and collaborate with cross-functional teams. German American employees must adhere to applicable banking laws and regulations and company policies and procedures. Applicants should expect pre-employment screening.

Requirements

Associate’s degree in Computer Technology, MIS, CIS, or a related field, or equivalent work experience.
At least 1 year of technical support or help desk support experience in a networked environment.
Strong written and verbal communication skills.
Ability to prioritize tasks, work independently, and collaborate with cross-functional teams.
High attention to detail and ability to troubleshoot and resolve complex issues.
Strong customer service focus and a friendly, professional demeanor.
Ability to understand and act on technical information.

Nice To Haves

Financial services industry experience; familiarity with Fiserv core processing systems is a plus.
Experience supporting VMware, Cisco Systems, Citrix, and MDM platforms.
Technical proficiency with Microsoft Windows OS and Microsoft Office Suite, Active Directory and Exchange, VMware, Citrix, and network troubleshooting.
Strategic thinking.

Responsibilities

Provide Tier I technical support by phone, email, and chat to internal users across locations.
Set up, maintain, and troubleshoot user workstations, including desktops, laptops, printers, and peripheral devices.
Create, modify, and delete user accounts, access permissions, and mailboxes.
Support Microsoft applications and proprietary banking systems in a Windows environment.
Prioritize and manage incoming support tickets and appropriately escalate unresolved issues.
Provide on-call support on a scheduled rotational basis.
Assist network and system administrators with maintenance and monitoring of voice, security, cloud, and endpoint systems.
Support components of Active Directory, Exchange, VMware, and Citrix environments.
Participate in technology projects, including system upgrades, deployments, and integrations.
Assist with inventory management and software and hardware tracking.
Contribute to and maintain IT documentation, standard operating procedures, and the support knowledgebase.
Identify opportunities to improve efficiency and user experience and recommend solutions.

Benefits

Medical, dental, and vision insurance; short-term disability, long-term disability, and life insurance.
17 days of paid time off, 11 paid holidays, and bereavement leave.
Education Assistance Program.
Paid Parental Bonding Leave.
Wellness benefits.
Life event coverage.
Service awards.
Financial benefits, including a 401(k) match and stock purchase plan.
National and local discounts on computers, vacations, phones, and retail shopping.
Logo wear discounts.
Free checking account, checks, and discounted bank services.