IT Support Specialist

Key Responsibilities

• Respond to help desk requests in a timely, professional manner via phone or ticketing system (Track-It)
• Provide Tier 1/2 technical support for desktops, laptops, mobile devices, and peripherals
• Install, configure, maintain, and troubleshoot Bank hardware and software environments
• Support all lines of business to meet or exceed established service level expectations
• Aid with onboarding and offboarding activities including provisioning, equipment deployment, and guiding users through initial setup and configuration of devices and company applications (including mobile devices)
• Support Microsoft operating systems and core business applications
• Maintain and troubleshoot network connectivity issues including TCP/IP, VPN, and wireless access
• Support mobile devices (iOS and Android) and endpoint configurations
• Perform patch management and routine system updates
• Contribute to major Bank initiatives by providing ongoing IT support and meeting project deadlines
• Perform scheduled support for all physical Bank locations including weekly, monthly, quarterly, and annual field visits
• Plan and coordinate onsite support activities according to departmental expectations
• Accurately document incidents, resolutions, and processes within the ticketing system
• Aid with IT asset management, inventory tracking, and equipment lifecycle processes
• Collaborate with IT team members to escalate and resolve complex issues
• Identify opportunities for process improvements, automation, and enhanced user experience

Qualifications, Knowledge, and Skills

• 3–5 years of experience in IT support, computer operations, or networking
• Associate’s Degree in Information Technology, Management Information Systems, or related field preferred
• CompTIA A+ certification preferred
• Strong knowledge of Microsoft operating systems and common business applications
• Working knowledge of TCP/IP networking fundamentals
• Experience supporting mobile operating systems including Apple iOS and Android
• Experience with IT service management or help desk systems (e.g., Track-It or similar)
• Strong troubleshooting and analytical skills with attention to detail
• Excellent verbal and written communication skills with a customer-first mindset
• Ability to manage multiple priorities and adapt in a fast-paced environment

Core Competencies

• Customer-focused with strong service orientation
• Effective problem-solving and critical thinking skills
• Strong organizational and time management abilities
• Ability to work independently and collaboratively
• Flexibility and adaptability to changing priorities and technologies

Physical and Work Requirements

• Prolonged periods of sitting and working at a computer, including potential eye strain
• Ability to lift and move equipment up to 50 lbs
• Ability to maintain concentration in potentially distracting work environments
• Flexibility in work hours including occasional evenings or weekends for upgrades or issue resolution
• Travel required for branch visits, training sessions, and meetings