Technical Support Specialist

A⠀Technical⠀Support⠀Specialist⠀provides⠀basic to⠀moderately⠀complex⠀technical⠀support to⠀

the⠀bank’s⠀internal⠀customers.⠀Responds⠀to Level 1⠀IT Service⠀Desk⠀telephone⠀calls,⠀emails and⠀ticket⠀submissions.⠀The⠀Technical⠀Support⠀Specialist⠀has⠀knowledge⠀of⠀concepts,⠀practices,⠀

and⠀procedures⠀around⠀computer⠀imaging,⠀network⠀printing,⠀VoIP, VDI,⠀and video⠀conferencing.⠀

Assists⠀the⠀bank’s⠀internal⠀customers,⠀creating,⠀working on⠀and⠀assigning⠀IT Service⠀Desk⠀tickets as⠀appropriate.⠀Ensures⠀necessary⠀information⠀is⠀documented⠀on IT⠀Service⠀Desk⠀tickets,⠀performs⠀preliminary⠀problem⠀troubleshooting⠀and⠀documents⠀steps

⠀taken for⠀resolution⠀or⠀escalates⠀to next⠀level of⠀support.⠀Works⠀under⠀general⠀supervision.⠀Provides⠀outstanding⠀

customer⠀service,⠀communicates⠀technical⠀information⠀to⠀non-technical⠀staff and⠀is highly⠀organized.

Essential Functions

• Performs⠀Level 1⠀system and⠀technical⠀analysis,⠀troubleshooting⠀and⠀problem⠀resolution⠀in the⠀area of⠀desktop⠀systems⠀(physical⠀and⠀virtual),⠀mobile⠀devices,⠀software,⠀and⠀network⠀technologies.
• Perform⠀installation⠀of⠀computer⠀hardware⠀and⠀software⠀applications.
• Setup⠀and⠀troubleshoot⠀network⠀printers,⠀scanners,⠀fax⠀machines,⠀and⠀multi-function⠀units.
• Works⠀closely⠀with⠀Technical⠀Support⠀Specialists⠀II and⠀other IT⠀Department⠀professionals⠀to ensure⠀appropriate⠀standards⠀and⠀configurations⠀are⠀followed.
• Provides⠀technical⠀support⠀and⠀service to⠀the bank's⠀support⠀environment,⠀which⠀includes⠀desktop⠀systems⠀and⠀peripherals,⠀distributed⠀servers,⠀and⠀multi-protocol⠀network⠀connectivity.
• Supports⠀the⠀Bank’s⠀internal⠀technical⠀support⠀operations⠀and⠀responds⠀to⠀customer⠀inquiries⠀(via IT⠀Service⠀Desk⠀software,⠀telephone,⠀email,⠀and/or in⠀person).
• Performs⠀on-site⠀visits to⠀install,⠀analyze,⠀troubleshoot⠀and⠀maintain⠀desktop⠀and⠀ancillary⠀systems⠀and⠀applications⠀throughout⠀the⠀bank.
• Provides⠀timely and⠀outstanding⠀customer⠀support to⠀internal⠀customers⠀within⠀established⠀service⠀standards⠀and in all⠀functional⠀areas of⠀the bank⠀in⠀accordance⠀with the⠀department's⠀overall⠀mission,⠀goals, and⠀Information⠀Technology⠀objectives.
• Assists⠀the⠀department⠀management⠀and⠀Technical⠀Support⠀Specialists⠀II with⠀all IT⠀Service⠀Desk⠀activities.⠀This⠀includes⠀managing⠀various⠀corporate⠀computer⠀images,⠀configuring⠀desktop⠀systems,⠀engaging⠀in⠀computer⠀and⠀peripherals⠀procurement⠀tasks,⠀inventory/asset⠀tracking⠀efforts,⠀coordinating⠀vendor⠀support,⠀and⠀performing⠀other⠀end-user⠀support⠀responsibilities⠀as⠀assigned.
• Physically⠀relocates⠀desktop⠀systems⠀and⠀related⠀peripheral⠀equipment⠀as⠀required.
• Performs⠀additional⠀support⠀functions,⠀as⠀requested⠀by⠀department⠀management⠀and⠀Technical⠀Support⠀Specialists⠀II.

Qualifications

• A+⠀Certification,⠀MIS Degree⠀or⠀equivalent⠀related⠀work⠀experience⠀preferred.
• Working⠀knowledge⠀of⠀fundamental⠀technological⠀operations⠀of⠀relevant⠀software,⠀hardware⠀and other⠀equipment.
• Strong⠀communication⠀skills⠀with the⠀ability to⠀communicate⠀and⠀collaborate⠀effectively⠀with both⠀technical⠀and⠀non-technical⠀people,⠀articulating⠀complex⠀technical⠀ideas into⠀layman’s⠀terms.
• Strong⠀interpersonal⠀skills⠀with the⠀ability to⠀work well⠀with⠀diverse⠀levels of⠀the⠀organization⠀and⠀present a⠀positive,⠀professional⠀image of⠀the IT⠀department.
• Strong⠀customer⠀service⠀orientation.
• Regular,⠀reliable⠀attendance⠀is⠀required.

Mental and Physical Demands

• High⠀capacity⠀to be⠀flexible⠀and learn⠀in a⠀fast-paced⠀technical⠀environment.
• Ability⠀to⠀prioritize⠀assignments⠀and handle⠀multiple⠀priorities⠀while⠀maintaining⠀a high⠀level of⠀service to⠀customers.
• Ability⠀to⠀function⠀efficiently⠀and⠀effectively⠀under⠀deadlines⠀and stress⠀while⠀maintaining⠀a⠀professional⠀and mature⠀demeanor.
• High⠀level of⠀mobility⠀required⠀for⠀frequent⠀business⠀unit site⠀visits and⠀interaction.
• Ability⠀to⠀function⠀efficiently⠀and⠀effectively⠀within a⠀general⠀office⠀environment.
• Ability⠀to⠀communicate⠀effectively⠀in⠀writing,⠀by⠀telephone⠀and in⠀person,⠀hearing⠀and⠀speaking⠀clearly.
• Ability⠀to use⠀personal⠀computers⠀effectively⠀and⠀extensively,⠀reading⠀screens⠀and⠀operating⠀keyboards.
• Frequent⠀travel to⠀various⠀business⠀locations,⠀including⠀branches,⠀training⠀sites,⠀etc.
• Frequent⠀lifting of⠀various⠀computer⠀equipment⠀and⠀peripheral⠀devices⠀for⠀end-user⠀setup, up⠀to 25⠀pounds.

Pay Range

Technical⠀Support⠀Specialist⠀I:⠀$21.79-$32.68

The⠀compensation⠀range⠀represents⠀the low⠀and high⠀end of the⠀base⠀compensation⠀range for⠀this⠀position⠀in⠀Spokane,⠀Washington.⠀Actual⠀compensation⠀will vary⠀and may be⠀above or⠀below the⠀range⠀based on⠀various⠀factors⠀including⠀but not⠀limited to⠀location,⠀experience,⠀and⠀performance.⠀This⠀position⠀is also⠀eligible⠀to⠀participate⠀in an⠀applicable⠀annual⠀bonus⠀plan.