IT Support Specialist - West Des Moines - job 746004


Date: 05/04/2021

City: West Des Moines, Iowa

Employment type: Full-time


Job Purpose

Serves as the first point of contact for internal clients, who are Bank Iowa team members seeking technical assistance over the phone, chat or email. Performs remote troubleshooting through diagnostic techniques and asking of pertinent questions. Determines the best solution based on the issue and details provided by Bank Iowa team members.

Essential Functions

Core Responsibilities

  • Serve as the first point of contact for internal team members seeking technical assistance over the phone or email

  • Perform remote troubleshooting through diagnostic techniques and asking pertinent questions

  • Determine the best solution based on the issue and details provided by the team member

  • Walk the team member through the problem-solving process

  • Direct unresolved issues to the next level of support

  • Provide accurate information on IT systems or services

  • Record events and problems and their resolution in ticket tracking system

  • Follow-up and update ticket status and information

  • Pass on any feedback or suggestions by team members to the appropriate internal team.

  • Identify and suggest possible improvements on processes and procedures

General Responsibilities

  • Assists with special projects and performs other duties as assigned by supervisor.

  • Understands and complies with banking regulations by following bank policies and procedures. Stays abreast of relevant regulations, current industry matters, and any changes implemented internally to ensure compliance.

. Requirements:

Required Education & Experience

  • Associates degree in computer related field or equivalent years of experience in Information Technology.

  • Proven experience as a help desk technician or other client support role

Additional Qualifications Include

  • Ability to exhibit our values; Think Big, Be People-Centered, Enable Great Things, and Bring your Best.

  • Tech savvy with working knowledge of Microsoft, Apple products

  • Good understanding of computer systems, including desktops, servers and applications

  • Ability to diagnose and resolve basic technical issues

  • Excellent communication skills

  • Service-oriented and levelheaded

Hours of Work & Travel

  • Full time, regular employment

  • Generally, Monday through Friday 8:00 AM to 5:00 PM. Saturday coverage from home on rotation with the team, or outside normal hours in some situations.

  • No travel required

About Bank Iowa

At Bank Iowa our purpose is to Empower People, Inspire Success and Foster Growth. With more than $1.5 billion in assets, Bank Iowa ranks as one of the leading independent Ag banks and the second-largest family owned bank in the state. Our bank family consists of team members, farmers, families and businesses throughout Iowa who we serve in our 26 locations. With an ongoing commitment to community banking Bank Iowa aspires to be the bank of choice for our clients, the career of choice for our team members, a center of influence in our communities, and a point of pride for our family owners.

While our purpose is our “why” behind all that we do, our values allow us to fulfill our purpose. At Bank Iowa we strive to Be People-Centered in everything we do. We encourage our team members to Think Big beyond the immediate answer and to be creative and innovative. Team members throughout Bank Iowa Enable Great Things by taking ownership and going above and beyond. Last, we inspire all team members to Bring Your Best each and every day.

What we Offer

  • A competitive financial package
    - in addition to your compensation, we offer every team member a bonus opportunity, a generous 401k match, discretionary profit sharing, and a minimum of 15 days paid time off and 10 observed holidays.

  • Robust benefits and wellness
    - we are proud to offer health, dental and vision insurance as well as a wellness program designed to help drive down your premiums.

  • Continued learning opportunities
    – Bank Iowa supports team member development at every stage of your career. Our development approach focuses on your innate talents and developing those into areas of strengths. Learning experiences are available in formal & informal training settings, as well, on-the-job training. Development programs are available in-person and online. Our tuition reimbursement program is available to support formal education programs.

  • Community Involvement
    – Our team members are active members of their communities. Bank Iowa aspires to be a center of influence in each of the 24 communities we are located in.

Bank Iowa provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.

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