Service Desk Specialist II

INB National Association•Springfield, IL

2d•Onsite

About The Position

The Service Desk Specialist II provides advanced technical support for end users, systems, and applications within a highly regulated financial environment. This role serves as an escalation point within the Service Desk and resolves complex issues while ensuring adherence to security, compliance, and service standards. The technician collaborates with infrastructure, security, and application teams to maintain system stability and deliver a high-quality experience for INB employees.

Requirements

Associate or Bachelor’s degree in Information Technology or related field (or equivalent experience)
2–3 years of IT support experience, preferably in a financial or regulated environment
Strong troubleshooting skills and knowledge of PC components, peripherals, Windows OS, networking, and enterprise applications
Strong troubleshooting skills and knowledge of PC components and peripherals
Understanding of ITIL principles and incident management processes
Experience in Microsoft Office Suite
Excellent communication and interpersonal skills, with the ability to convey complex technical concepts to non-technical stakeholders.
Excellent problem-solving skills and the ability to work both independently and as part of a team.
Perform other duties as assigned.

Nice To Haves

Familiarity with compliance frameworks (FFIEC, GLBA, PCI)
Certification such as CompTIA A+, Network +, Microsoft certifications, or ITIL Foundation
Demonstrates ownership and accountability, proactively identifying and addressing risks before they escalate.
Anticipates and responds to the needs of internal and external customers.
Stays informed of emerging technologies, best practices, and regulatory changes; devotes time to professional development.
Upholds ethical standards, owns mistakes, and communicates status and challenges openly.
Responds swiftly to critical situations, demonstrating agility and a solution-driven mindset.
Provides timely, jargon-free updates to stakeholders and non-technical colleagues.
Fosters creativity and continuous improvement

Responsibilities

Troubleshoot and resolve escalated hardware, software, and network issues, including ATMs, ITMs, and phone and video conferencing endpoints.
Support desktop environments, mobile devices, and enterprise applications (e.g., core banking systems, Microsoft 365).
Perform root cause analysis and implement long-term fixes.
Manage and resolve incidents and service requests within SLA targets.
Deploy new computers and peripherals to replace obsolete or needed equipment.
Assist as needed in move requests for hardware.
Provision applications or access to applications based on employee need.
Act as an escalation point within the Service Desk.
Coordinate with other IT teams, vendors, and application owners when necessary.
Communicate technical issues clearly to both technical and non-technical stakeholders.
Manage user provisioning, group membership, and permissions task.
Support endpoint management tools.
Assist with patching, software deployment, and system updates.
Follow all IT security policies, procedures, and regulatory requirements (e.g., FFIEC, GLBA, where applicable).
Identify and escalate potential security risks or incidents.
Maintain proper documentation and audit trails for all work performed.
Create and maintain technical documentation, procedures, and knowledge base articles.
Contribute to continuous improvement of service desk processes.
Deliver professional, timely, and courteous support to internal users.
Manage user expectations and provide clear updates on issue status via in-person visits, phone calls, emails, and service desk platform.
Perform other duties as assigned.