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IT Support Specialist I ID-20663

About the position

The IT Support Specialist I at INTRUST Bank serves as the first point of contact for customer issues, managing the workload of customer calls and self-service tickets. This role focuses on providing exceptional customer service, troubleshooting technical issues, and ensuring efficient resolution or escalation to Tier 2 support. The position emphasizes teamwork, confidentiality, and adherence to the bank's character qualities, fostering a supportive and growth-oriented work environment.

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Responsibilities

  • Answer all incoming calls in accordance with phone handling guidelines.
  • Serve as the first responder to all incoming self-service tickets in accordance with SLA guidelines.
  • Troubleshoot customer issues using established diagnostic techniques, knowledge articles, and procedures.
  • Accurately record all incidents, requests, troubleshooting performed, and resolutions in the ticketing system.
  • Participate in an IT on-call rotation as required.

Requirements

  • 2 years of college in an IT related field and/or 3 - 5 years of work experience in IT customer support.
  • Strong working knowledge across Windows Operating Systems and Office products.
  • Strong level of problem-solving skills and initiative to solve a variety of technical issues.
  • Proficient in computer hardware and software diagnostics and troubleshooting.
  • Strong working knowledge of printers and mobile devices.

Nice-to-haves

  • Prior banking experience is a plus.
  • CompTIA A+ certification preferred.

Benefits

  • Competitive pay
  • Generous time off including three weeks of paid vacation and 11 paid holidays each year.
  • Paid time off to volunteer in the community.
  • Paid employee and family sick leave.
  • Paid parental leave.
  • 401(k) plan with 6% employer match and 100% immediately vested.
  • 3% non-elective company contribution; non-elective contribution vested after 3 years of service.
  • Career growth and development resources including tuition reimbursement for full-time and part-time employees enrolled in any degree program.
  • Medical, dental, and vision insurance.
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