Senior IT Support Specialist

Job Description

Job Description

Description:

What You'll Be Doing

The Senior IT Support Specialist at Bank Iowa serves as the first point of contact for Bank Iowa team members seeking technical assistance over the phone, chat, or email. This person 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. In addition, they will serve as the leader to the IT Support Specialist team, including both day-to-day operations and coordination of strategy with IT management. This involves providing recommendations, guidance and oversight to the IT strategies relating to Tier 1 support.

• 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.
• Administrate ticket tracking platform and metrics gathering.
• Collaborates with IT leadership on identifying and evaluating OKR's.
• Follow-up and update ticket status and information.
• Pass on any feedback or suggestions by team members to the appropriate internal team.
• Maintains IT Support team procedures, documentation, and IT team SharePoint resources.
• Drives ownership and execution of the IT Strategic Plan items assigned to themselves and the IT Support Specialist team members.
• Provides project oversight and accountability for themselves and the IT Support Specialist team, including leveraging of project management tracking solutions.
• Serves as escalation point for the IT Support Specialist team members.
• Participates in IT projects as assigned.

Supervisory Responsibilities

• Manages and provides coaching and development of IT Support Specialist team through continuous feedback, education, and mentoring, including individual goals and PDCs.
• Maintains and has ownership of the various management resources of the IT Support Specialist team, including project management solutions, charters, proposals, and items assigned to IT Support Specialist team members.
• Has ownership of reporting and metrics around IT Support Specialist team, ticketing system, and inventory identifying opportunities and strategies for improvement to IT management.
• Supports respective team member selection, development, and coaching.
• Listens to and advocates for team members to ensure their engagement needs are met.
• Supports team member performance by establishing goals, setting clear expectations, and providing continual coaching to accomplish those goals.
• Creates a culture of accountability that celebrates progress as often as outcomes.
• Builds relationships that create trust and allow two-way dialogue.

Requirements:

Required Education & Experience

• Associate’s degree in computer-related field or equivalent years of experience in Information Technology. 
• Minimum 3 years’ experience in an IT Support Specialist or an equivalent role.
• Proven experience as a help desk technician or other client support role.
• Proven expertise developing and refining team procedures and documentation.

Additional Qualifications Include

• 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

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.