Sr. Technology Support Specialist

Bridgewater Bank•St Louis Park, MN

20h•Hybrid

About The Position

We are looking for a focused and collaborative Sr. Technology Support Specialist to join our Technology team in St. Louis Park. Reporting to the Technology Support Director, the Senior Technology Support Specialist provides second level support to IT Support Specialists. In this role, individuals will support end-user systems, work closely with senior Technology staff to align support practices, and act as a point of escalation for more complex issues.

Requirements

Associate’s degree and 3+ years of experience in an IT Support role, or equivalent combination of education and experience
Experience in an IT Support Lead, Training, or equivalent role
Exceptional customer service skills
Aptitude to quickly learn technical concepts and communicate to technical and non-technical users
Strong interpersonal and organizational skills
Ability to work independently and as part of a team
Capacity to multi-task and quickly prioritize duties

Nice To Haves

Experience working on a technology team in support of end users
Working knowledge of ServiceNow ITSM
Experience with macOS, Windows, and iOS

Responsibilities

Identifies, researches, and resolves the most complex technical problems assigned to the helpdesk.
Manage Service Desk tickets on a wide range of tasks and incidents across various products and services.
Serves as a knowledge resource for other team members.
Installs, configures, and updates software and hardware.
Writes processes and procedures for the technology support department.
Makes any approved changes to support related processes to ensure consistency.
Coordinates with other teams or departments to resolve issues.