Illinois National Bank
Service Desk Specialist I
Illinois National Bank, Springfield, Illinois, us, 62777
Summary
Troubleshoots and evaluates user problems related to desktop and laptop computer systems.?Assists with computer hardware and software installations where appropriate.
Requirements
Key ResponsibilitiesFirst-line Technical Support: Provide first-line support to bank staff and customers for IT and system-related issues, including software, hardware, network, and ATM problems.Ticket Management: Record, track, and manage service desk requests using the bank's ticketing system to ensure timely resolution of incidents and service requests.Problem Solving: Troubleshoot issues related to desktop computers, mobile devices, network connectivity, banking software, and applications. Escalate unresolved or more complex problems to second-line support or appropriate teams.Systems Deployment: Deploy new computers and peripherals to replace obsolete equipment. Assist as needed in move requests for hardware.Communication: Provide clear and concise instructions to end-users, ensuring they understand the steps being taken to resolve their issues. Field support requests via in-person, phone, email, and service desk platform.Security Awareness: Ensure adherence to the bank's IT security policies, including managing access to systems, identifying potential security risks, and reporting breaches or suspicious activity.Documentation: Maintain accurate records of all support activities, including technical issues, troubleshooting steps, and solutions provided. Update the knowledge base for common issues.Customer Service: Deliver exceptional customer service to both internal staff and customers by addressing concerns promptly and professionally.Qualifications
High school degree or equivalent required; Associate's Degree in Computer related area preferred. Preferred 2 years experience in electronics or IT.Knowledge of Microsoft applications and operating systemsKnowledge of PC components and troubleshooting stepsExcellent communication and interpersonal skillsStrong problem-solving abilities and attention to detailAbility to work well under pressure and manage multiple tasks efficiently.A customer-first mindset with a focus on delivering timely and effective solutions.Work Environment:
Opportunity to work in a dynamic, fast-paced environment with cutting-edge technologies.On-going projects as assigned.On-call for off hour support.This job has no supervisory responsibilities.
ADA Disclaimer:
In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for American with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.
INB, N.A. is committed to Equal Employment Opportunity with respect to recruitment, hiring, training, promotion, and other terms and conditions of employment. It is INB's policy to afford equal opportunity to all employees and applicants for employment without regard to race, creed, color, sex, sexual orientation, age, marital status, national origin, disability, religion, veteran status, or any other basis prohibited by law. The EEO Law poster is available here: https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf
Troubleshoots and evaluates user problems related to desktop and laptop computer systems.?Assists with computer hardware and software installations where appropriate.
Requirements
Key ResponsibilitiesFirst-line Technical Support: Provide first-line support to bank staff and customers for IT and system-related issues, including software, hardware, network, and ATM problems.Ticket Management: Record, track, and manage service desk requests using the bank's ticketing system to ensure timely resolution of incidents and service requests.Problem Solving: Troubleshoot issues related to desktop computers, mobile devices, network connectivity, banking software, and applications. Escalate unresolved or more complex problems to second-line support or appropriate teams.Systems Deployment: Deploy new computers and peripherals to replace obsolete equipment. Assist as needed in move requests for hardware.Communication: Provide clear and concise instructions to end-users, ensuring they understand the steps being taken to resolve their issues. Field support requests via in-person, phone, email, and service desk platform.Security Awareness: Ensure adherence to the bank's IT security policies, including managing access to systems, identifying potential security risks, and reporting breaches or suspicious activity.Documentation: Maintain accurate records of all support activities, including technical issues, troubleshooting steps, and solutions provided. Update the knowledge base for common issues.Customer Service: Deliver exceptional customer service to both internal staff and customers by addressing concerns promptly and professionally.Qualifications
High school degree or equivalent required; Associate's Degree in Computer related area preferred. Preferred 2 years experience in electronics or IT.Knowledge of Microsoft applications and operating systemsKnowledge of PC components and troubleshooting stepsExcellent communication and interpersonal skillsStrong problem-solving abilities and attention to detailAbility to work well under pressure and manage multiple tasks efficiently.A customer-first mindset with a focus on delivering timely and effective solutions.Work Environment:
Opportunity to work in a dynamic, fast-paced environment with cutting-edge technologies.On-going projects as assigned.On-call for off hour support.This job has no supervisory responsibilities.
ADA Disclaimer:
In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for American with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.
INB, N.A. is committed to Equal Employment Opportunity with respect to recruitment, hiring, training, promotion, and other terms and conditions of employment. It is INB's policy to afford equal opportunity to all employees and applicants for employment without regard to race, creed, color, sex, sexual orientation, age, marital status, national origin, disability, religion, veteran status, or any other basis prohibited by law. The EEO Law poster is available here: https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf