IT Support Specialist
About The Position
The IT Support Specialist at Bank Iowa serves as the first point of contact for team members seeking technical assistance by phone, chat, or email. The role involves remote troubleshooting, identifying appropriate solutions, guiding team members through problem-solving, and escalating unresolved issues. The specialist records and updates support tickets, provides information about IT systems and services, shares feedback with appropriate teams, and suggests process improvements. The position also participates in assigned IT projects and supports other duties as assigned. The specialist must comply with banking regulations and Bank Iowa policies and procedures, and stay current with relevant regulations, industry matters, and internal changes. The position is full-time, generally Monday through Friday from 8:00 AM to 5:00 PM, with rotating Saturday coverage from home and occasional work outside normal hours. Occasional travel within Iowa may be required.
Requirements
- Associate degree in a computer-related field or equivalent years of experience in Information Technology.
- Proven experience as a help desk technician or in another client support role.
- Ability to exhibit Bank Iowa's 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 by phone or email.
- Perform remote troubleshooting using diagnostic techniques and pertinent questions.
- Determine the best solution based on the issue and information provided by the team member.
- Guide team members through the problem-solving process.
- Direct unresolved issues to the next level of support.
- Provide accurate information about IT systems or services.
- Record events, problems, and resolutions in the ticket tracking system.
- Follow up on tickets and update their status and information.
- Pass team member feedback or suggestions to the appropriate internal team.
- Identify and suggest possible improvements to processes and procedures.
- Participate in IT projects as assigned.
- Assist with special projects and perform other duties assigned by the supervisor.
- Comply with banking regulations by following bank policies and procedures.
- Stay current with relevant regulations, industry matters, and internal changes to ensure compliance.
Benefits
- Bonus opportunity
- Generous 401(k) match
- Discretionary profit sharing
- Health, dental, and vision insurance
- Wellness program
- Generous paid time off bank
- 11 paid observed holidays
- 100% paid parental leave
- Opportunity for sabbatical leave
- Bereavement benefits
- Employee assistance program
- Formal and informal learning and training opportunities
- On-the-job training
- In-person and online development programs
- Tuition reimbursement
- Company-sponsored volunteer opportunities
- Paid volunteer time off
- Peer-nominated annual recognition program
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What This Job Offers
Job Type
Full-time
Education Level
Associate degree
