IT Support Specialist; Tier 1

Position: IT Support Specialist (Tier 1)
Join a team dedicated to keeping our people connected and our customers protected. Our IT roles support secure, reliable systems across all locations, ensuring employees have the tools they need to deliver exceptional service.

At First State, we appreciate innovative thinkers and problem-solvers who approach challenges with curiosity and care. If you’re someone who enjoys helping others, strengthening systems, and making technology feel simple, we’d love to have you on the team.

Job Title:

IT Support Specialist (Tier
1)
Status:
Non-Exempt

Reports To:

Systems Administrator

Supervisory Responsibilities:

N/A

Job Summary:

The IT Support Specialist (Tier
1) serves as the primary point of contact for employee technology support across the Bank. This role provides front-line troubleshooting, technical assistance, and user support for bank technology systems, including workstations, peripherals, printers/copiers, phone systems, and Microsoft 365 applications. The IT Support Specialist supports daily operations by resolving routine technical issues, escalating complex concerns as appropriate, and delivering consistent, high-quality internal customer  addition to helpdesk support, this position regularly travels to branch locations to provide hands-on technical assistance, technology education, and user training.

The IT Support Specialist (Tier
1) plays a key role in reducing repeat issues by identifying common trends, developing simple reference materials, and coaching employees on proper technology use and established processes.

Location Requirement:
This position is based in Lincoln, Nebraska and requires onsite work. Remote work is not available for this role.

Essential Functions:

Job Specific:

Provide Tier 1 technical support for employee technology issues through the IT helpdesk ticketing system, ensuring timely response and resolution.

Troubleshoot and resolve routine hardware and software issues related to workstations, monitors, docking stations, peripherals, printers/copiers, and approved applications.

Support employees with Microsoft 365 applications including Outlook, Teams, Word, Excel, and related tools.

Provide basic phone system support, including user assistance and troubleshooting.

Troubleshoot network printing and document management issues and coordinate with vendors as needed for resolution.

Install approved software and assist employees with application-related issues in accordance with established procedures and security standards.

Accurately document incidents, troubleshooting steps, and resolutions within the IT ticketing system to ensure proper tracking and knowledge sharing.

Escalate complex or unresolved issues to higher-level IT support when appropriate.

Perform assigned user account support tasks, including password resets, account unlocks, and basic access assistance.

Gather required information and assist with access-related requests by coordinating with appropriate IT personnel for provisioning or system changes.

Travel regularly to branch locations to provide in-person technical support, equipment assistance, and technology refreshers.

Identify recurring issues and training opportunities by reviewing helpdesk trends and common employee questions.

Create and maintain user-friendly documentation, including quick reference guides, tip sheets, and step-by-step instructions.

Provide coaching and guidance to employees to improve confidence, efficiency, and compliance when using bank technology systems and tools.

Assist with basic IT inventory management, including equipment tracking, replacements, and coordination as assigned.

Support technology-related projects and initiatives as directed.

Perform additional tasks as assigned to support Information Technology operations and overall bank needs.

Bank Specific:

Exhibit professionalism in appearance and attitude, maintaining confidentiality and ethical behavior at all times.

Provide timely assistance and support to both co-workers and customers, ensuring exceptional service and accurate information.

Demonstrate a commitment to The First State Way by upholding First State’s customer service standards in all interactions, fostering positive relationships with…