IT Support Specialist

Position Summary

The IT Support Desk Specialist plays a critical role in delivering high-quality technical support to internal users while supporting the maintenance and functionality of networked systems. This position serves as the first point of contact for troubleshooting hardware, software, and connectivity issues, and also contributes to ongoing infrastructure projects in collaboration with the broader IT team. The ideal candidate is a customer-focused problem solver with strong technical aptitude and a proactive mindset.

Duties and Responsibilities:

You'll be the go-to person for internal support-resolving desktop, software, and system issues quickly and thoroughly. Whether you're responding to a ticket, setting up a workstation, or helping on a network project, your attention to detail and collaborative approach help keep everything running smoothly.

User Support & Desktop Administration

• Provide Tier I technical support via phone, email, and chat to internal users across locations.
• Set up, maintain, and troubleshoot user workstations, including desktops, laptops, printers, and peripheral devices.
• Create, modify, and delete user accounts, access permissions, and mailboxes.
• Support Microsoft applications and proprietary banking systems in a Windows environment.
• Prioritize and manage incoming support tickets; escalate unresolved issues appropriately.
• Provide on-call support as scheduled in a rotational format.

Network & Systems Assistance

• Assist network and system administrators in the maintenance and monitoring of voice, security, cloud, and endpoint systems.
• Support components of Active Directory, Exchange, VMware, and Citrix environments.
• Participate in technology projects such as system upgrades, deployments, and integrations.
• Assist with inventory management and software/hardware tracking.

Knowledgebase & Documentation

• Contribute to and maintain IT documentation, standard operating procedures, and support knowledgebase.
• Identify opportunities for improved efficiency and user experience; recommend solutions.

Requirements:

• Associate's degree in Computer Technology, MIS, CIS, or a related field-or equivalent work experience
• Minimum 1 year of experience in technical support or help desk support in a networked environment

Bonus Points:

• Financial services industry experience (familiarity with Fiserv core processing systems a plus)
• Experience supporting VMware, Cisco Systems, Citrix, and MDM platforms
• Technical Proficiencies in Microsoft Windows OS and Microsoft Office Suite, Active Directory and Exchange, VMware, Citrix, and network troubleshooting
• Skills & Abilities in written and verbal communication skills
• Ability to prioritize tasks, work independently, and collaborate with cross-functional teams
• High attention to detail with the ability to troubleshoot and resolve complex issues
• Strong customer service focus with a friendly and professional demeanor
• Strategic thinker with the ability to understand and act on technical information

What we can offer you:

• Medical, dental, vision, STD, LTD, Life insurance, etc.
• 17 days paid time off, 11 paid holidays and bereavement leave
• Education Assistance Program
• Paid Parental Bonding Leave
• Wellness benefits
• Life event coverage
• Service awards
• Financial benefits including 401(k) match, stock purchase plan and more
• Great deals on both national and local discounts on everything from computers and vacations to phones and retail shopping.
• Logo wear discounts
• Free checking account, checks and discounted bank services