IT Help Desk Specialist — Troubleshooting Pro

Bank Iowa; West Des Moines (IA); Vor Ort; USD 40.000 - 60.000; Vollzeit

Benefits dieser Stelle

Bonus opportunity

401k match

Discretionary profit sharing

Health insurance

Wellness program

11 paid holidays

Parental leave

Zusammenfassung

Bank Iowa is seeking an IT Support Specialist to be the primary contact for team members needing technical help via phone, chat, or email. You will diagnose issues remotely, guide users through solutions, and document resolutions in the ticket system.

You will collaborate with the IT team on projects, ensure accurate information on systems, and help drive process improvements while maintaining banking compliance.

Qualifikationen

• Associates degree in a computer-related field or equivalent years of IT experience.
• Proven experience as a help desk technician or other client support role.

Aufgaben

• Serve as the first point of contact for internal team members seeking technical assistance via 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 feedback or suggestions by team members to the appropriate internal team.
• Identify and suggest improvements on processes and procedures.
• Participates in IT projects as assigned.

Kenntnisse

Microsoft knowledge

Apple knowledge

Excellent communication

Problem solving

Customer service

Ausbildung

Associate degree in computer-related field

Jobbeschreibung

Bank Iowa is seeking an IT Support Specialist to be the primary contact for team members needing technical help via phone, chat, or email. You will diagnose issues remotely, guide users through solutions, and document resolutions in the ticket system.

You will collaborate with the IT team on projects, ensure accurate information on systems, and help drive process improvements while maintaining banking compliance.