Senior IT Support Specialist – Banking Systems

Columbia Bank; Spokane (WA); On-site; USD 30,000 - 44,000; Full time

Job summary

Columbia Bank is seeking an IT Service Desk Analyst to provide support to internal associates for software and application-related issues. You will troubleshoot core banking applications, Microsoft applications, and operating systems, and you will collect information, work tickets, perform triage, and resolve or elevate issues related to software requests and application software.

You will assist and support associates with core banking applications, standard software, Windows, MS Office, and

Qualifications

• HS Diploma/GED (preferred)
• Information Technology (IT) or related field (preferred)
• 4-6 years IT Service Desk experience (Required)
• Advanced knowledge of TCP/IP protocols and PC hardware/software configuration
• Extensive knowledge of Windows OS, MS Office, Active Directory, and system management tools
• Excellent customer service and ability to explain technical details to varied audiences
• Strong research, analytical, problem-solving and troubleshooting skills
• Ability to manage time efficiently under stress
• Familiarity with ServiceNow, SailPoint, Webex Calling, Cisco IVR, and Calabrio call recording

Responsibilities

• Provide support to internal associates for software and application-related issues
• Troubleshoot core banking applications, Microsoft apps, and OS
• Collect information, log tickets, triage, and resolve or escalate issues
• Support internal associates to empower customer relationships
• Assist with core banking applications, standard software, Windows and MS Office
• Answer, evaluate, and prioritize requests via phone, email, or Self Service
• Maintain ServiceNow, identify trends to improve IT processes
• Identify and troubleshoot hardware, software, OS, mobility and telecom issues
• Install and configure computers/laptops using standard processes
• Participate in a 24x5 global support team
• Monitor tickets in ServiceNow for incident trends
• Compliance with bank regulations and SOPs
• Manage access in SailPoint, coordinate app access
• Monitory/access requests triage and closure
• Coaching or training others as SME
• Promote Columbia culture and Do RIGHT
• May perform other duties as assigned
• Travel occasionally

Skills

TCP/IP

Windows OS

MS Office

Active Directory

ServiceNow

Customer service

Troubleshooting

SailPoint

Webex Calling

Cisco IVR

Calabrio call recording

Education

HS Diploma/GED

Information Technology or related field

Tools

ServiceNow

Webex Calling

Cisco IVR

Calabrio

SailPoint

Job description

Columbia Bank is seeking an IT Service Desk Analyst to provide support to internal associates for software and application-related issues. You will troubleshoot core banking applications, Microsoft applications, and operating systems, and you will collect information, work tickets, perform triage, and resolve or elevate issues related to software requests and application software.

You will assist and support associates with core banking applications, standard software, Windows, MS Office, and