IT Support Specialist

Job Description

Job Description

Description:

What You'll Be Doing

The IT Support Specialist at Bank Iowa serves as the first point of contact for Bank Iowa team members seeing technical assistance over the phone, chat, or email. You will perform remote troubleshooting through diagnostic techniques and asking of pertinent questions while determining the best solution based on the issue and details provided by Bank Iowa team members.

Core Responsibilities

• Serve as the first point of contact for internal team members seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and asking pertinent questions
• Determine the best solution based on the issue and details provided by the team member
• Walk the team member through the problem-solving process
• Direct unresolved issues to the next level of support 
• Provide accurate information on IT systems or services
• Record events and problems and their resolution in ticket tracking system
• Follow-up and update ticket status and information
• Pass on any feedback or suggestions by team members to the appropriate internal team
• Identify and suggest possible improvements on processes and procedures
• Participates in IT projects as assigned.

General Responsibilities

• Assists with special projects and performs other duties as assigned by supervisor.
• Understands and complies with banking regulations by following bank policies and procedures. Stays abreast of relevant regulations, current industry matters, and any changes implemented internally to ensure compliance.  

Skills/Experience You'll Need

Education & Experience

• Associates degree in a computer-related field or equivalent years of experience in Information Technology. 
• Proven experience as a help desk technician or other client support role

Skills & Competencies

• Ability to exhibit our values; Think Big, Be People-Centered, Enable Great Things, and Bring your Best.
• Tech savvy with working knowledge of Microsoft, and Apple products
• Good understanding of computer systems, including desktops, servers and applications
• Ability to diagnose and resolve basic technical issues
• Excellent communication skills
• Service-oriented and levelheaded

Work Environment & Schedule

• Full time, regular employment
• Generally, Monday through Friday 8:00 AM to 5:00 PM. Saturday coverage from home on rotation with the team, or outside normal hours in some situations.
• Occasional travel within the state may be required.

What you’ll love about us

Our team members love working here, and the prevailing reason is this: our people. In addition to the great team you will be a part of, here are some of the other reasons why our team members love working here:

• A competitive financial package - we want you to bring your best so in addition to your compensation, every team member receives a bonus opportunity, a generous 401k match, and discretionary profit sharing.
• Robust benefits and wellness - we are proud to offer health, dental and vision insurance as well as a wellness program designed to help drive down your premiums for benefits-eligible team members. Our wellness initiatives promote positive change and allow our team members to think big.
• Blending work and life – As a people-centered organization, each team member is provided a generous PTO bank. Bank Iowa team members receive 11 paid observed holidays, 100% paid parental leave, an opportunity for sabbatical leave, generous bereavement, and an employee assistance program designed to support team members throughout various stages in their lives.
• Continued learning opportunities – Bank Iowa enables great things and supports team member development at every stage of your career. Our development approach focuses on your innate talents and developing those into areas of strengths. Learning experiences are available in formal & informal training settings, as well, on-the-job training. Development programs are available in-person and online. Our tuition reimbursement program is available to support formal education programs.
• Community Involvement – Our team members are active members of their communities and people-centered. Bank Iowa aspires to be a center of influence in each of the 22 communities we are located in. In addition to company-sponsored volunteer opportunities, we offer paid volunteer time off (VTO), which allows team members to give their time to organizations they care about, without having to use PTO.
• Recognition – Bank Iowa is proud of our team members who “Live our Values”. Our peer nominated recognition program presented annually, recognizes and celebrates team members who exemplified our values from the past year.

Our People-Centered Culture

At Bank Iowa our purpose is to Empower People, Inspire Success and Foster Growth . Bank Iowa is one of the leading independent Ag banks and the second-largest family-owned bank in the state of Iowa. Our bank family consists of team members and clients throughout Iowa who we serve in our 22 communities.

At Bank Iowa, we’re proud to put people first, and we value our team members as much as our clients. We support team member development by focusing on their innate talents and developing those into areas of strength. We offer an environment where people care about each other, like family. If you’re looking for a career with colleagues who have the opportunity to bring their best, think big, and enable great things, Bank Iowa is the place for you.

Bank Iowa is an equal opportunity employer with a passion for creating an inclusive environment where all people are truly welcomed, valued and respected – for all of who they are – regardless of differences. All applicants will be considered for employment without regard to age, race, color, sex, pregnancy, sexual orientation, gender identity, military service, national origin, religion, physical or mental disability, genetic information, or any other classifications protected by applicable federal, state or local laws.