IT Support Specialist

$49,920 - $56,160/Yr

Volt Management Corp - Spokane, WA

Full-time

Spokane, WA

Administrative and Support Services

About the position

Volt is immediately hiring IT Support Specialists in Spokane, Washington. As an IT Support Specialist, you will provide essential support services to both internal and external users for a variety of software, applications, hardware, and telecommunications-related issues. Your role will involve troubleshooting core banking applications, Microsoft applications, hardware errors, and operating systems. You will be responsible for collecting information, opening tickets, performing triage, and resolving or escalating issues related to new hardware/software requests, network, application software, and telecommunications to the appropriate staff. In this position, you will assist and support users with the use of core banking applications, standard software, Windows, MS Office, and other related banking business solutions. You will be tasked with answering, evaluating, and prioritizing incoming requests for assistance via telephone, voicemail, email, and the Self Service site. Maintaining the Technical Support Software (HEAT) will be a key responsibility, where you will identify trends and accurately capture details to enable the incident management function to improve IT processes and systems through accurate reporting. Additionally, you will create and update documentation on established Technical Support procedures and processes, problem resolution steps, and escalation procedures, while also making recommendations to management on necessary updates and changes. You will identify and troubleshoot hardware, software, operating system, mobility, and telecommunication issues. Your responsibilities will include installing, configuring, troubleshooting, and resolving incidents related to networking and desktop environments, including LANs, WANs, remote access, and VPNs. Performing diagnostic techniques to identify problems, investigating causes, and recommending solutions to correct common failures utilizing remote access tools will also be part of your duties. You will be responsible for performing installations and configuring computers/laptops using standard processes and tools. As part of a 24X5 global support team, you may be required to be on-call during specific times/projects and will escalate complex problems to higher levels of expertise within the organization. This is a full-time opportunity.

Responsibilities

• Provide support services to internal and/or external users for software, applications, hardware, and telecommunications related issues.
• Troubleshoot core bank applications, Microsoft applications, hardware errors, and Operating System.
• Collect information, open tickets, perform triage, and resolve or escalate issues related to new hardware/software requests, network, application software and telecommunications to the appropriate staff.
• Assist and support users with the use of core banking applications, standard software, Windows, MS Office and other related banking business solutions.
• Answer, evaluate, and prioritize incoming telephone, voicemail, email, and Self Service site requests for assistance.
• Maintain the Technical Support Software (HEAT) by identifying trends and accurately capturing details to enable the incident Management function to improve IT processes and systems through accurate reporting.
• Create and update documentation on established Technical Support procedures and processes, problem resolution steps, and escalation procedures.
• Make recommendations to management on updates and changes needed.
• Identify and troubleshoot hardware, software, operating system, mobility, and telecommunication issues.
• Responsible for installing, configuring, troubleshooting, and resolving incidents with respect to networking and desktop environments, including LANs, WANs, remote access, and VPNs.
• Perform diagnostic techniques to identify problems, investigate causes, and recommend solutions to correct common failures utilizing remote access tools.
• Responsible for performing installations and configuring computers/laptops using standard processes and tools.
• Partner in a 24X5 global support team and may be required to be on-call during specific times/projects.
• Escalate complex problems to higher level of expertise within the organization.

Requirements

• H.S. Diploma/GED required.
• College degree in information technology preferred.
• Less than 2 years of IT related Help Desk experience required.
• Knowledge of TCP/IP Protocols and PC knowledge, including hardware and software configuration, directory tree structure, Windows Messaging services, Active Directory, and Internet Explorer.
• Working knowledge of Windows Operating Systems, Microsoft Office software package, Active Directory, and system management tools.
• Proficient in MS Office Suite, Enterprise Networks, banking computer system, and print device troubleshooting in a networked environment.
• Outstanding customer service skills and the ability to communicate highly technical information to both technical and non-technical staff.
• Good research, analytical, problem solving, and troubleshooting skills.
• Ability to manage time efficiently and work under stressful conditions.
• Good working understanding of computer hardware architecture concepts and technology related terminology.
• Ability to effectively log tickets in call tracking software.
• Basic understanding of accounting/record keeping.
• Demonstrate continuing education through independent studies, monthly subscriptions and periodicals.
• A+ certification.
• MCDST (Microsoft Certified Desktop Support Technician)

Nice-to-haves

• Bank related experience preferred.