Service Desk Specialist II

Equity Bank•Wichita, KS

11d•Onsite

About The Position

As a Service Desk Specialist II, you’ll handle more advanced technical issues and support internal banking systems. You’ll also assist with small-scale projects and mentor Tier I staff.

Requirements

2–4 years of IT support experience
Effective telephone skills and etiquette
Effective comprehension skills
Effective time management skills
Effective troubleshooting instincts and skills
Previous banking experience strongly recommended
Basic understanding of laptop and desktop hardware components
Ability to follow standardized configuration and deployment procedures
Experience with troubleshooting hardware issues including boot failures, connectivity, and peripheral devices
Familiarity with Microsoft Intune and device setup processes
Proficiency with Active Directory, Microsoft Office, and enterprise email systems
Experience with ITSM tools (preferably ServiceNow)
Strong written and verbal communication skills
Ability to manage multiple tasks and prioritize effectively

Responsibilities

Collaborate with team members and other departments to ensure timely resolution of IT issues.
Manage and complete daily tasks including monitoring and logging.
Application-level user provisioning for new hires, personnel changes, and terminations.
Resolve escalated issues from Tier I technicians
Troubleshoot and support Active Directory, email systems, and banking applications
Perform software installations, updates, and system configurations
Collaborate on IT projects and process improvements
Maintain detailed documentation in ServiceNow
Troubleshoot hardware issues including performance, connectivity, and peripheral failures
Coordinate with vendors for warranty repairs or replacements
Maintain accurate inventory records of deployed and returned equipment
Provide guidance and training to Tier I staff
Follow established ETS policies and procedures
Follow established internal control policies
Follow established compliance policies, responsibilities including but not limited to Equity Bank Business Ethic and Conduct policy, Bank Secrecy Act, Information Security, and Suspicious Activity reporting requirements
Other duties as assigned by supervisor or department head