IT Support Specialist I

It Support Specialist I

The IT Support Specialist I at INTRUST Bank serves as the first point of contact for customer issues, managing the workload of customer calls and self-service tickets. This role focuses on providing exceptional customer service, troubleshooting technical issues, and ensuring efficient resolution or escalation to Tier 2 support. The position emphasizes teamwork, confidentiality, and adherence to the bank’s character qualities, fostering a supportive and growth-oriented work environment.

Responsibilities:

• Answer all incoming calls in accordance with phone handling guidelines.
• Serve as the first responder to all incoming self-service tickets in accordance with SLA guidelines.
• Troubleshoot customer issues using established diagnostic techniques, knowledge articles, and procedures.
• Accurately record all incidents, requests, troubleshooting performed, and resolutions in the ticketing system.
• Participate in an IT on-call rotation as required.

Requirements:

• 2 years of college in an IT related field and/or 3 - 5 years of work experience in IT customer support.
• Strong working knowledge across Windows Operating Systems and Office products.
• Strong level of problem-solving skills and initiative to solve a variety of technical issues.
• Proficient in computer hardware and software diagnostics and troubleshooting.
• Strong working knowledge of printers and mobile devices.

Nice-to-haves:

• Prior banking experience is a plus.
• CompTIA A+ certification preferred.