IT Support Specialist

Civista Bank

Description:

Position Purpose

The IT Support Specialist is responsible for providing high quality technical support, maintenance, and troubleshooting of hardware, software, and network systems across the Bank. This role supports daily operations, major initiatives, and end-user experience through responsive service and proactive problem solving.

This position demonstrates Civista Bank's mission to improve the financial lives of our employees and shareholders while making a meaningful difference in the communities we serve.

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

Assist 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)

Provide support for 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

Assist 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

All other duties as assigned and any activities that support the key accountabilities.

Requirements:

Qualifications, Knowledge, and Skills

35 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

Work Environment

Primarily office-based with regular travel to branch locations. Mix of on-site and field support responsibilities.

EOE - Race/Sex/Disability/Veteran This Position Description is not a complete statement of all duties and responsibilities comprising this position.
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this position at any time.

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