IT Support Specialist

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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

• 3-5 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.