IT Support Specialist

Columbia Bank; Lakewood (WA); On-site; USD 29,000 - 44,000; Full time

Benefits offered by this job

Health benefits

401(k) match

Paid time off

Tuition assistance

Life insurance

Job summary

Columbia Bank is seeking an IT Service Desk Associate to assist colleagues with core banking applications, standard software, Windows, and MS Office. You will triage requests, document incidents in ServiceNow, and resolve issues to maintain productive banking operations.

Ideal candidates have 2–4 years of IT service desk experience, CompTIA A+ and Network+ are preferred. This onsite role offers competitive benefits and a strong emphasis on customer service and compliance in a banking environment.

Qualifications

• Broad technical knowledge for IT support across software and hardware.
• Excellent interpersonal communication to assist associates.
• Knowledge of TCP/IP, Windows OS, AD, and MS Office is favored.

Responsibilities

• Assist and support associates with core banking applications and standard software.
• Answer, evaluate, and prioritize incoming requests via phone, email, and self-service.
• Maintain ServiceNow and capture details to improve IT processes.
• Identify and troubleshoot hardware, software, OS, mobility, and telecom issues.
• Perform installations and configurations of computers/laptops.
• Participate in a 24x5 global support team and escalate complex problems.
• Demonstrate compliance with bank regulations and policies.

Skills

Technical troubleshooting

Interpersonal communication

Research & problem solving

ServiceNow familiarity

MS Office proficiency

Networking fundamentals

Active Directory

Banking systems knowledge

Education

High school diploma or GED

Bachelor's degree in IT or related field

Tools

ServiceNow

Webex Calling

Cisco IVR

Calabrio call recording

Job description

About the Role:In this role you will assist and support associates with core banking applications, standard software, Windows, MS Office, and other related business solutions. Answer, evaluate, and prioritize incoming requests for assistance. Maintain the ITSM tool (ServiceNow) by identifying trends and accurately capturing details to improve IT processes and systems. Support internal associates to empower business relationships with bank customers.Provide support for core banking applications, standard software, Windows, MS Office, and other related business solutions.Answer, evaluate, and prioritize incoming requests for assistance via telephone, voicemail, email, and Self-Service site.Maintain the ITSM tool (ServiceNow) by identifying trends and accurately capturing details to improve IT processes and systems.Identify and troubleshoot hardware, software, operating system, mobility, and telecommunication issues.Perform installations and configurations of computers/laptops using standard processes and tools.Participate in a 24x5 global support team and escalate complex problems as needed.Demonstrate compliance with all bank regulations and policies.Demonstrates compliance with all bank regulations for assigned job function and applies to designated job responsibilities – knowledge may be gained through coursework and on-the-job training. Keeps up to date on regulation changes.Follows all Bank policies and procedures, compliance regulations, and completes all required annual or job-specific training.Maintain a working knowledge of Bank's written policies and procedures regarding Bank Secrecy Act, Regulation CC, Regulation E, Bank Security and other regulations as applicable to this job description.May be asked to coach, mentor, or train others and teach coursework as subject matter expert.Actively learns, demonstrates, and fosters the Umpqua corporate culture in all actions and words.Takes personal initiative and is a positive example for others to emulate.Embraces our vision to become “Business Bank of Choice”May perform other duties as assigned.About You:H.S. Diploma/GED, required.Bachelor's Degree - Colree in Information Technology (IT) or related field, preferred.2-4 years’ IT-related Service Desk experience, required.CompTIA A+, required.CompTIA Network+, preferred.Microsoft Certified: Fundamentals, preferred.Broad technical knowledge of troubleshooting and resolving a wide variety of associate problems.Excellent interpersonal communication skills.Specialized education in IT support tools and applications.Knowledge of TCP/IP protocols, PC hardware and software configuration, directory tree structure, Windows Messaging services, Active Directory, and Internet Explorer.Proficient in MS Office Suite, Enterprise Networks, banking computer systems, and print device troubleshooting in a networked environment.Outstanding customer service skills and ability to communicate highly technical information to both technical and non-technical associates.Good research, analytical, problem-solving, and troubleshooting skills.Familiarity with ServiceNow (Universal Request, Incident, Request Fulfillment, Change Management, Report, Agent Workspace, and Software/Hardware Asset Management), Webex Calling, Cisco IVR, and Calabrio call recording.Travel TypeOccasionJob Location(s): Fully onsite.The pay range for this role is $21.00 - $32.00.The pay rate for the selected candidate is dependent upon a variety of non-discriminatory factors including, but not limited to, job-related knowledge, skills, and experience, education, and geographic location. The role may be eligible for performance-based incentive compensation, and those details will be provided during the recruitment process.Primary Location: Ability to work fully onsite at posted location(s).5210 74th Street W Lakewood WA 98499Our Benefits:We are proud to offer a competitive total rewards package including base wages and comprehensive benefits.We offer eligible associates comprehensive healthcare coverage (medical, dental, and vision plans), a 401(k)-retirement savings plan with employer match for qualifying associate contributions, an employee assistance program, life insurance, disability insurance, tuition assistance, mental health resources, identity theft protection, legal support, auto and home insurance, pet insurance, access to an online discount marketplace, and paid vacation, sick days, volunteer days, and holidays. Benefit eligibility begins the first day of the month following the date of hire for associates who are regularly scheduled to work at least thirty hours weekly.Our Commitment to Diversity:Columbia Bank is an equal opportunity and affirmative action employer committed to employing, engaging, and developing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, age, sexual orientation, gender identity, gender expression, protected veteran status, disability, or any other applicable protected status or characteristics. If you require an accommodation to complete the application or interview(s), please let us know by email: [e-mail] .To Staffing and Recruiting Agencies:Our posted job opportunities are only intended for individuals seeking employment at Columbia Bank. Columbia Bank does not accept unsolicited resumes or applications from agencies and Columbia Bank will not be responsible for any fees related to unsolicited resume submissions. Staffing and recruiting agencies are not authorized to submit profiles, applications, or resumes to this site or to any Columbia Bank employee and any such submissions will be considered unsolicited unless requested directly by a member of the Talent Acquisition team.