IT Support Specialist
About The Position
Volt is immediately hiring an IT Support Specialist in Spokane, Washington. As an IT Support Specialist, you will provide support services to internal and/or external users for software, applications, hardware, and telecommunications related issues. You will troubleshoot core bank applications, Microsoft applications, hardware errors, and Operating Systems. You will collect information, open tickets, perform triage, and resolve or escalate issues related to new hardware/software requests, network, application software, and telecommunications to the appropriate staff. You will assist and support users with the use of core banking applications, standard software, Windows, MS Office, and other related banking business solutions. You will answer, evaluate, and prioritize incoming telephone, voicemail, email, and Self Service site requests for assistance. You will maintain the Technical Support Software (HEAT) by identifying trends and accurately capturing details to enable the incident Management function to improve IT processes and systems through accurate reporting. You will create and update documentation on established Technical Support procedures and processes, problem resolution steps, and escalation procedures. You will make recommendations to management on updates and changes needed. You will identify and troubleshoot hardware, software, operating system, mobility, and telecommunication issues. You will be responsible for installing, configuring, troubleshooting, and resolving incidents with respect to networking and desktop environments, including LANs, WANs, remote access, and VPNs. You will perform diagnostic techniques to identify problems, investigate causes, and recommend solutions to correct common failures utilizing remote access tools. You will be responsible for performing installations and configuring computers/laptops using standard processes and tools. You will partner in a 24X5 global support team. You may be required to be on-call during specific times/projects. You will escalate complex problems to higher levels of expertise within the organization.
Requirements
- H.S. Diploma/GED required.
- Less than 2 years of IT related Help Desk experience required.
- Knowledge of TCP/IP Protocols and PC knowledge, including hardware and software configuration, directory tree structure, Windows Messaging services, Active Directory, and Internet Explorer.
- Working knowledge of Windows Operating Systems, Microsoft Office software package, Active Directory, and system management tools.
- Proficient in MS Office Suite, Enterprise Networks, banking computer system, and print device troubleshooting in a networked environment.
- Possess outstanding customer service skills and the ability to communicate highly technical information to both technical and non-technical staff.
- Good research, analytical, problem solving, and troubleshooting skills.
- Ability to manage time efficiently and work under stressful conditions.
- Good working understanding of computer hardware architecture concepts and technology related terminology.
- Ability to effectively log tickets in call tracking software.
- Basic understanding of accounting/record keeping.
Nice To Haves
- College degree in information technology preferred.
- Bank related experience preferred.
- Demonstrate continuing education through independent studies, monthly subscriptions and periodicals.
- A+ certification
- MCDST (Microsoft Certified Desktop Support Technician)
Responsibilities
- Provide support services to internal and/or external users for software, applications, hardware, and telecommunications related issues.
- Troubleshoot core bank applications, Microsoft applications, hardware errors, and Operating System.
- Collect information, open tickets, perform triage, and resolve or escalate issues related to new hardware/software requests, network, application software and telecommunications to the appropriate staff.
- Assist and support users with the use of core banking applications, standard software, Windows, MS Office and other related banking business solutions.
- Answer, evaluate, and prioritize incoming telephone, voicemail, email, and Self Service site requests for assistance.
- Maintain the Technical Support Software (HEAT) by identifying trends and accurately capturing details to enable the incident Management function to improve IT processes and systems through accurate reporting.
- Create and update documentation on established Technical Support procedures and processes, problem resolution steps, and escalation procedures.
- Make recommendations to management on updates and changes needed.
- Identify and troubleshoot hardware, software, operating system, mobility, and telecommunication issues.
- Responsible for installing, configuring, troubleshooting, and resolving incidents with respect to networking and desktop environments, including LANs, WANs, remote access, and VPNs.
- Perform diagnostic techniques to identify problems, investigate causes, and recommend solutions to correct common failures utilizing remote access tools.
- Responsible for performing installations and configuring computers/laptops using standard processes and tools.
- Partner in a 24X5 global support team.
- May be required to be on-call during specific times/projects.
- Escalates complex problems to higher level of expertise within the organization.
Benefits
- health
- dental
- vision
- term life
- short term disability
- AD&D
- 401(k)
- Sick time
- other types of paid leaves (as required by law)
- Employee Assistance Program (EAP)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
