IT Support Specialist

Benefits

• Employer paid benefits:
  • Paid time off
  • Paid parental leave
  • Paid volunteer time
  • Employee Stock Ownership Plan with 401(k) Provisions (KSOP) with match
  • Up to $850 match on Health Savings Account (qualifying medical plan required)
  • Life/AD&D/LTD insurance
  • Tuition reimbursement
• Optional benefits:
  • Medical insurance
  • Dental insurance
  • Vision insurance
  • Supplemental coverages:
    • Short term disability
    • Cancer
    • Critical Illness
    • Accident
  • Medical Spending Accounts
  • Flexible Spending Account (FSA)
  • Health Savings Account (HSA)
  • Dependent Care FSA

Serves as the frontline resource for all technology‑related support across the bank, acting as the first point of contact for employees in need of assistance. Delivers comprehensive Tier 1 and Tier 2 support to all team members regardless of branch location, department, or remote work environment. This role requires strong IT fundamentals, analytical troubleshooting skills, and a customer‑first mindset to keep the organization running smoothly and securely.

• Provide Tier 1–2 technical support, escalating complex issues to appropriate Tier 2/3 resources when necessary.
• Respond to service requests via phone, email, Microsoft Teams, and ticketing systems, ensuring proper documentation.
• Deliver a high level of customer service with professionalism and empathy.
• Troubleshoot hardware, software, network access, and system issues.
• Administer user accounts, including provisioning, modification, and deactivation, in accordance with security policies.
• Support endpoint configuration and management, including Active Directory administration and Group Policy (GPO) management; mobile device management (MDM) platforms for endpoint security and configuration.
• Assist with device imaging, deployment, patching, firmware updates, and workstation/printer moves.
• Maintain accurate asset inventory across systems and tools.
• Provide remote support across all locations and users.
• Assist with IT security processes, including audit remediation activities.
• Participate in disaster recovery and business continuity efforts.
• Operate with a high degree of autonomy, using sound judgment to prioritize and resolve issues.

• Assist with Microsoft 365 user account and product authentication and activation.
• Perform other duties as assigned.

• Maintain knowledge of Bank Secrecy Act regulations and all related policies and procedures in the performance of tasks.

• High school graduation or equivalent.
• Three years of experience in the installation, maintenance, and repair of computers, network systems, and electronic equipment.
• Valid driver’s license and willingness to travel to all branch locations on an as needed basis.

• Knowledge of ITIL best practices.
• Certifications such as CompTIA A+, CompTIA Network+, or similar are beneficial.

• Strong knowledge of common operating systems (Windows, Android, iOS) and Microsoft Office 365 applications.
• Experience in administering an Active Directory environment.
• Familiarity with basic networking concepts and protocols.
• Demonstrated knowledge or experience in operating computer peripheral equipment.
• Excellent problem‑solving and analytical skills.
• Strong interpersonal and communication skills.
• Ability to work under pressure and prioritize tasks effectively.
• Ability to learn and follow detailed procedures.
• Demonstrated sound judgment in identifying and reporting problems to supervisors.
• Ability to maintain objectivity and independence.
• Ability to communicate verbally and in writing with all levels of staff, customers, and related parties.
• Ability to focus for extended periods on highly repetitive tasks and demonstrate attention to detail.
• Ability to read, comprehend, and technically apply written policies, procedures, and regulations.
• Basic math skills and typing skills.