IT Support Specialist

Columbia Bank; United States; On-site; USD 29,000 - 44,000; Full time

Benefits offered by this job

comprehensive healthcare coverage

401(k)-retirement savings plan with 0%

tuition assistance

life insurance

disability insurance

paid vacation

Job summary

Columbia Bank is seeking an IT Service Desk professional to assist and support associates with core banking applications, Windows, MS Office, and related business solutions. You will answer, evaluate, and prioritize requests and maintain ServiceNow to improve IT processes.

This on-site role supports internal associates and bank customers from our Lakewood, WA location, operating as part of a 24x5 global team.

Qualifications

• 2–4 years IT-related Service Desk experience.
• CompTIA A+ certification required.
• Knowledge of TCP/IP, Windows OS, and Active Directory.
• Strong customer service and communication skills.

Responsibilities

• Assist and support associates with core banking applications and standard software.
• Answer, evaluate, and prioritize requests; maintain ServiceNow to improve IT processes.
• Troubleshoot hardware, software, OS, mobility, and telecom issues; perform installations.

Skills

Troubleshooting

Customer Service

IT support

Excellent communication

Active Directory

TCP/IP basics

Education

HS Diploma or GED

Bachelor's Degree in IT or related field

Tools

ServiceNow

Webex Calling

Cisco IVR

Calabrio

Active Directory

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 elevate 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.

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 elevate 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 Type Occasion Job Location(s):

The pay range for this role is $21.00 - $32.00.

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 98499

Our Benefits:

• 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
• paid vacation
• sick days
• volunteer days
• holidays.

We are proud to offer a competitive total rewards package including base wages and comprehensive benefits.

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.

At Columbia Bank, we’re redefining what it means to bank and to build a career. As the West’s premier banking experience, we combine the strength and scale of a leading financial institution with the heart and mindset of a community bank. With more than 350 locations across eight states, we deliver relationship-based service backed by regional expertise and resources that help families and businesses thrive. Our culture is built on Do RIGHT, which means: Relationships: We create authentic connections with customers, colleagues, and communities. Impact: Every role here makes a meaningful difference in people’s lives and local economies. Growth: We invest in your success with career development, mentorship, and learning opportunities. Heart: We care deeply about doing what’s best for our customers and each other. Trust: Integrity and transparency guide everything we do. Why work for Columbia Bank? A strong, stable financial foundation with over $67 billion in assets and a diverse portfolio that supports flexibility and opportunity. A culture of belonging and purpose, where your ideas matter and your work has impact. Competitive benefits and flexibility designed to help you thrive personally and professionally. Community engagement that matters, from supporting local businesses to empowering youth through financial literacy initiatives. Ready to Do RIGHT for your career, your community, and your future? Explore opportunities and join Columbia Bank today.