Senior IT Support Specialist

Bank Iowa • West Des Moines, IA

2d • Onsite

About The Position

The Senior IT Support Specialist at Bank Iowa serves as the first point of contact for Bank Iowa team members seeking technical assistance over the phone, chat, or email. This person will perform remote troubleshooting through diagnostic techniques and asking of pertinent questions, while determining the best solution based on the issue and details provided by Bank Iowa team members. In addition, they will serve as the leader to the IT Support Specialist team, including both day-to-day operations and coordination of strategy with IT management. This involves providing recommendations, guidance and oversight to the IT strategies relating to Tier 1 support.

Requirements

• Associate’s degree in computer-related field or equivalent years of experience in Information Technology.
• Minimum 3 years’ experience in an IT Support Specialist or an equivalent role.
• Proven experience as a help desk technician or other client support role.
• Proven expertise developing and refining team procedures and documentation.
• 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.
• Administrate ticket tracking platform and metrics gathering.
• Collaborates with IT leadership on identifying and evaluating OKR's.
• Follow-up and update ticket status and information.
• Pass on any feedback or suggestions by team members to the appropriate internal team.
• Maintains IT Support team procedures, documentation, and IT team SharePoint resources.
• Drives ownership and execution of the IT Strategic Plan items assigned to themselves and the IT Support Specialist team members.
• Provides project oversight and accountability for themselves and the IT Support Specialist team, including leveraging of project management tracking solutions.
• Serves as escalation point for the IT Support Specialist team members.
• Participates in IT projects as assigned.
• Manages and provides coaching and development of IT Support Specialist team through continuous feedback, education, and mentoring, including individual goals and PDCs.
• Maintains and has ownership of the various management resources of the IT Support Specialist team, including project management solutions, charters, proposals, and items assigned to IT Support Specialist team members.
• Has ownership of reporting and metrics around IT Support Specialist team, ticketing system, and inventory identifying opportunities and strategies for improvement to IT management.
• Supports respective team member selection, development, and coaching.
• Listens to and advocates for team members to ensure their engagement needs are met.
• Supports team member performance by establishing goals, setting clear expectations, and providing continual coaching to accomplish those goals.
• Creates a culture of accountability that celebrates progress as often as outcomes.
• Builds relationships that create trust and allow two-way dialogue.

Benefits

• bonus opportunity
• 401k match
• discretionary profit sharing
• health, dental and vision insurance
• wellness program
• generous PTO bank
• 11 paid observed holidays
• 100% paid parental leave
• opportunity for sabbatical leave
• generous bereavement
• employee assistance program
• Learning experiences are available in formal & informal training settings, as well, on-the-job training.
• Development programs are available in-person and online.
• tuition reimbursement program
• paid volunteer time off (VTO)

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree