IT SUPPORT ANALYST I

Vast Bank is looking to hire a IT Support Analyst, I!

About Vast Bank

Since February of 1982, we've been a financial institution that has served customers in Northeast Oklahoma and beyond. Our deep roots in the community and commitment to personal service have enabled us to grow alongside our customers, creating conveniences and solutions to fit unique problems and lifestyles. For over 40 years, we've built a legacy on personal service, flexibility, strength, and integrity. Now, with bold leadership and a renewed commitment to customer-centricity, we're aiming higher for the next 40 years. New ideas, strong partnerships, and modern technology will accompany a winning culture to deliver more control and a surprisingly easy banking experience.

We're a company that believes in taking care of the people who make working here possible. In addition to competitive compensation, we offer a leading employee benefit package:

• Comprehensive benefits package & 401(k) match
• Professional development- opportunities for advancement!
• Tuition assistance
• Transit reimbursement
• Paid time off
• & more!

Summary of Role
The IT Support Analyst I serves as the frontline support for Vast Bank's expanding customer and employee base, providing technical assistance, troubleshooting, and resolution of basic IT issues. This role is responsible for delivering timely, high-quality support while ensuring a positive user experience. The position works closely with internal teams to escalate and resolve more complex issues and helps maintain system functionality across the organization.
Major Duties and Responsibilities

• Serve as the first point of contact for IT support requests via phone, email, and ticketing system.
• Provide Tier 1 technical support for hardware, software, and system access issues.
• Troubleshoot and resolve common issues related to desktops, laptops, mobile devices, printers, and basic network connectivity.
• Assist users with password resets, account lockouts, and system access requests.
• Log, track, and document all support requests in the help desk ticketing system, ensuring timely follow-up and resolution.
• Escalate complex or unresolved issues to higher-level IT support teams as appropriate.
• Assist with onboarding and offboarding processes, including system setup, access provisioning, and equipment deployment.
• Maintain and update internal knowledge base articles and troubleshooting documentation.
• Support routine system updates, patches, and maintenance activities.
• Provide guidance to users on best practices for technology use, security awareness, and issue prevention.
• Participate in the development and execution of social media strategy.
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Knowledge & Skills
Experience

• 0-2 years of experience in an IT support or help desk role (internship or entry-level experience acceptable).
• Basic understanding of computer hardware, operating systems (Windows preferred), and common business applications.
• Familiarity with help desk ticketing systems and remote support tools is preferred.
• Exposure to basic networking concepts (Wi-Fi, VPN, connectivity troubleshooting) is a plus.
• Ability to follow documented processes and troubleshoot using standard procedures.
• Ability to coordinate multiple projects simultaneously while meeting deadlines and maintaining accuracy.

Education/Certifications/Licenses
Associate's degree in Information Technology, Computer Science, or related field preferred (or equivalent experience).
Interpersonal Skills

A high level of professionalism, patience, and customer service is essential in this role. The IT Support Analyst I regularly interacts with employees and customers who may be experiencing technical issues, requiring the ability to communicate clearly, remain calm under pressure, and provide effective solutions in a supportive manner.
Role Important Behavior & Skills
• Strong customer service orientation with a focus on responsiveness and user satisfaction.
• Clear written and verbal communication skills, especially when explaining technical concepts to non-technical users.
• Problem-solving skills with attention to detail and accuracy.
• Adaptability and willingness to learn new technologies and systems.
• Ability to prioritize tasks and manage multiple support requests simultaneously.
• Ability to develop and maintain effective working relationships at all levels by proactively participating in and contributing to a positive work
• Ability to quickly adapt to changing environments, processes, and technologies. Technological ability and willingness to work remotely from home as required.
• Ability to maintain composure under pressure or adverse circumstances, using effective strategies for managing personal stress.
• Ability to work independently while collaborating cross-functionally with internal departments and external partners.

ADA Requirements
Physical Requirements

Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on a computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable, and timely attendance.
Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.
Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising the highest level of discretion on both internal and external confidential matters.

EEO Statement It is the policy of Vast Bank to afford equal opportunity in all phases of employment without regard to an individual's race, color, creed, religion, gender, national origin, age, disability, marital status, ancestry, sexual orientation, unfavorable military discharge for qualified individuals with disabilities, and for qualified disabled veterans and veterans of the Vietnam era, to the extent required by applicable local, state and federal law.