IT Help Desk Technician

• Location 2512 Skyline Blvd,Cape Coral, FL, 33914,United States
• Employee Type FT Regular Non-Exempt

• Name Carley Rosenow
• Email

We know what you're thinking.  What kind of name is Incredible Bank?

Well, we're glad you asked.

With a name like Incredible Bank, we have a lot to live up to. Our name is a promise we make every day to our customers and to our team members (and hey, that could be you!). A promise that we strive to be incredible in everything we do. A promise that will help our customers, fellow team members, and our communities to do the incredible.

At Incredible Bank, we're all about ICE. What's ICE? ICE stands for Incredible Customer Experience TM (that's right - an experience so good and so important we trademarked it). ICE illustrates the core values that drive everything we do - how we conduct business, how we treat each other, and how we continuously strive to build on our model of customer-focused banking.

Our core values have been in place for more than 50 years and continue to influence every aspect of our operation today.

So - how canyouhelp us live up to our name?

About the Role:

We are eager to discuss the prospect of you joining our team as our next incredible team member!

As an IT Help Desk Technician, you will play a critical role in supporting the systems, software, hardware, and technology solutions that keep our teams connected and productive. Duties and responsibilities may include:

• Serve as a primary point of contact for internal technology support requests received through email, telephone, chat, and in-person interactions.
• Troubleshoot and resolve complex hardware, software, email, network, mobile device, and peripheral equipment issues.
• Utilize the Bank's ticket management system to document, prioritize, track, and resolve support requests while meeting established service level expectations.
• Assist with support and troubleshooting of on-site IT servers and core technology infrastructure.
• Configure, stage, deploy, and maintain technology equipment including desktop computers, laptops, printers, scanners, headsets, keyboards, and other peripherals.
• Build, deploy, and manage software patches, system upgrades, and desktop updates to ensure devices remain secure and up to date.
• Create and maintain user accounts, permissions, directory structures, and Active Directory environments to support employee access and security.
• Partner with IT team members to resolve escalated issues, coordinate o pen tickets, and support technology projects and initiatives across the Bank.
• Contribute to the development of Help Desk procedures, onboarding processes, end-user documentation, and continuous improvement efforts within the IT department.

This is a regular full-time hourly non-exempt position, averaging approximately 40 hours/ week. Schedule may vary between the hours of 7:30 am to 5:30 pm EDT Monday through Friday.

This position will work on-site at our Incredible Bank Skyline Boulevard branch location in Cape Coral, Florida.

About You:

You do what is right over what is easy. You don’t settle for good enough. You’re driven to learn and grow. You recognize your impact on the customer experience, regardless of your role.

Those attributes are just a few things our incredible employees have in common.

And, if you are looking for an opportunity to join a dynamic team, we’d be so excited to learn a little more about you and your interest in joining the team! Our recommended and preferred qualifications are:

• Associate's degree (A.
  
  A.) or equivalent from a two-year college or technical school in an IT related field.
• 4-6 plus years of IT related experience and/or training; or equivalent combination of education and experience.
• Experience with support ticket management systems (Kace, Jira, Zendesk etc.)
• General understanding of bank applications - Jack Henry Xperience, Docusign, Hyland Onbase, Info Access, Info Capture, Encompass, Laser Pro.
• Strong problem-solving and troubleshooting skills.
• Excellent communication and interpersonal skills.
• Analytical skills and the ability to work with ambiguity.
• Ability to work with and for a team; honing in on leadership skills to manage projects and…