IT Support Specialist III

Columbia Bank; Idaho; On-site; USD 30,000 - 44,000; Full time

Benefits offered by this job

Healthcare coverage

401(k) retirement plan

Life insurance

Disability insurance

Tuition assistance

Mental health resources

Identity theft protection

Legal support

Volunteering days

Paid vacation

Sick days

Holidays

Job summary

Columbia Bank is seeking an IT Service Desk professional to support internal associates with software and application issues. You will troubleshoot Windows, MS Office, and core banking apps, log tickets in ServiceNow, and help with access management and security compliance.

The role requires 4–6 years of IT service desk experience and strong communication skills to translate technical details to non-technical users. A collaborative, customer-focused mindset is essential.

Qualifications

• 4-6 years IT service desk experience required.
• Strong knowledge of Windows OS, MS Office, AD, and ITSM tools.
• Ability to explain technical details to non-technical users.

Responsibilities

• Provide support to internal associates for software and application issues.
• Troubleshoot core banking applications, Microsoft apps, and OS.
• Log, triage, and resolve or escalate tickets in ServiceNow.
• Maintain ITSM data; identify incident trends and improve processes.
• Handle account access and entitlements in SailPoint and related systems.

Skills

Service Desk experience

TCP/IP protocols

Windows OS

MS Office Suite

Active Directory

ServiceNow

Problem-solving

Education

HS Diploma/GED (preferred) IT related field

Tools

ServiceNow

Webex Calling

Cisco IVR

Calabrio call recording

Active Directory

Job description

About the Role:

• Provide support to internal associates for software and application-related issues.
• Troubleshoot core banking applications, Microsoft applications, and operating systems.
• Collect information, work tickets, perform triage, and resolve or elevate issues related to software requests and application software.
• Support internal associates to empower business relationships with bank customers.
• 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 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 escalated complex problems as needed.
• Monitor tickets submitted in ServiceNow by identifying trends and accurately capturing details to determine incident trends and improve IT processes and systems.
• Demonstrate compliance with all bank regulations and policies.
• Perform account access and entitlement management tasks in SailPoint, ensuring adherence to Standard Operating Procedures.
• Modify user information, manage profiles and entitlements in SailPoint, and coordinate account access for business applications.
• Monitor and triage access requests from SailPoint and ServiceNow, updating and closing tickets based on priority.
• 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 Columbia 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 (preferred) Information Technology (IT) or related field. (preferred)
• 4-6 years — IT related Service Desk experience. (Required)
• Advanced knowledge of TCP/IP protocols and PC hardware and software configuration.
• Extensive knowledge of Windows operating systems, Microsoft Office Suite, Active Directory, and system management tools.
• Excellent customer service skills and ability to communicate highly technical information to both technical and non-technical associates.
• Strong research, analytical, problem-solving, and troubleshooting skills.
• Ability to manage time efficiently and work under stressful conditions.
• Working understanding of computer hardware architecture concepts and technology-related terminology.
• 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 Requirements

Occasional

The pay range for this role is $21.59 - $31.98. 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.

Our Benefits:

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

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.

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.