Systems Specialist I

Central Bank•Waukee, IA

About The Position

The IT Systems Specialist provides technical support and maintains the technology used by Central Bank team members across its branches and departments. The role supports computers, mobile devices, software, user accounts, and workplace technology to help team members work efficiently and provide reliable customer service. The specialist provides end-user support, troubleshoots hardware, software, banking applications, and connectivity, and documents service requests in the Bank's ticketing system. The role also configures and maintains devices, supports onboarding and offboarding, administers accounts and access, and assists with Microsoft 365, Windows, Entra ID, endpoint management, and other Bank-supported platforms. The position follows established IT and security procedures, escalates vulnerabilities and complex incidents, and coordinates with internal IT teams and third-party providers. It supports technology projects and maintenance across Bank locations, contributes to process improvements and technical documentation, and may travel onsite or provide occasional after-hours support as assigned.

Requirements

Associate's degree or equivalent work experience.
At least 3 years of experience in similar or related duties, including technology support, systems administration, banking operations, or other roles involving technical troubleshooting and problem-solving.
Working knowledge of computer hardware, Windows operating systems, Microsoft 365, and common workplace technologies.
Basic understanding of networking, user access administration, and technical troubleshooting.
Ability to diagnose and resolve routine technical issues, follow established procedures, and provide effective support to team members.

Nice To Haves

Bachelor's degree preferred.

Responsibilities

Provide timely technical support to team members at Bank locations for hardware, software, banking applications, and connectivity issues.
Troubleshoot computers, Microsoft 365, printers, mobile devices, and other workplace technologies.
Respond to service requests, document troubleshooting activities, and maintain accurate ticketing-system records.
Prioritize support requests based on urgency, operational impact, and departmental needs.
Escalate complex technical issues and coordinate with IT resources or third-party providers to resolve them.
Support technical issues affecting branch operations and customer service to minimize disruptions.
Configure, deploy, maintain, and replace computers, laptops, mobile devices, and related equipment.
Support onboarding, transfers, and offboarding through account setup, access changes, and equipment management.
Administer user accounts, passwords, multifactor authentication, permissions, and other access functions within established procedures.
Support Microsoft 365, Windows, Entra ID, endpoint management tools, and other Bank-supported technology platforms.
Install and maintain software, system updates, endpoint protection, and device compliance requirements in accordance with Bank procedures.
Maintain technology inventory, equipment records, and supporting system documentation.
Perform systems administration activities appropriate to the assigned career level and technical expertise.
Follow IT procedures and security requirements when supporting Bank systems, devices, and user access.
Identify and escalate technical vulnerabilities, unusual system behavior, or security concerns to appropriate IT or Information Security resources.
Support technical incident response, troubleshooting, and service restoration to minimize disruptions to Bank operations.
Coordinate with IT Infrastructure, Information Security, and third-party providers on assigned technical matters.
Support technology changes and maintenance while minimizing disruption to Bank operations.
Support technology installations, equipment replacements, workstation moves, system upgrades, and other IT initiatives across Bank locations, including onsite support as needed.
Assist with testing, deployment, and validation of new technologies and system changes.
Maintain technical procedures, troubleshooting guides, and knowledge resources.
Review recurring technical issues and service trends to identify opportunities to improve support, automate routine activities, and simplify processes.
Support technology improvements that strengthen reliability, efficiency, and the team member experience.
Contribute to technical projects and system improvements based on assigned career level and demonstrated expertise.
Travel to Bank locations as needed for onsite technology support, equipment installation, and troubleshooting.
Support occasional after-hours technology maintenance, system upgrades, or urgent technical needs as assigned.
Support Bank initiatives and special projects as assigned.
Perform other related duties and responsibilities as assigned by management.