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    IT Support Specialist I - Wichita, United States - Kansas Employer

    Kansas Employer
    Kansas Employer Wichita, United States

    1 week ago

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    Description
    This job was posted by : For more information, please see:

    Job Summary:
    Responsible for the workload management of customer calls and self-service tickets.

    First point of contact for customer issues; gathers and analyze information about the customers issue to determine the best way to quickly resolve the problem or properly escalate to Tier 2 support.

    Focused on providing best in class customer service, handling all incoming calls in a quick and efficient manner, and serving as the first responder on all incoming tickets.

    Must be highly motivated and possess excellent customer service skills, written and verbal communication skills, and the ability to prioritize responses to incoming calls and tickets based on priority.

    Promotes an environment of teamwork within the department and across the bank.

    Represents INTRUST Bank in all they do in the community and is focused on the development of new business relationships.

    Must maintain strict standards of confidentiality and perform duties in a manner supporting INTRUSTs Character Qualities.


    Essential Functions:


    All expectations described in the job descriptions essential functions are necessary to be successful in this role, performed with or without a reasonable accommodation.

    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.


    Education and Experience: 2 years of college in an IT related field and/or 3 5 years of work experience in IT customer support.

    Prior banking experience a plus.

    Required Skills and Knowledge:
    Must have 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. Passion for teamwork and collaboration. Strong working knowledge of printers, mobile devices.

    Required Licenses and/or Certifications:
    CompTIA A+ certification preferred.

    Physical Demands:
    Extended period(s) of time may be spent viewing a personal computer, sitting, standing, and walking. Occasional lifting up to 50lbs. Some bending and kneeling when installing computers and cabling. The physical demands necessary for this role should be performed with or without a reasonable accommodation.


    Working Conditions:
    Normal office conditions.


    This job description summary is not intended to be an employment contract, nor is it intended to state or imply these are the only activities to be performed by the employee occupying this position.

    Employees will be required to follow any other duties as assigned or requested by their supervisor.


    INTRUST Financial Corporation and its subsidiaries, including INTRUST Bank, are Equal Opportunity Employers whose policy is not to discriminate unlawfully against any qualified employee or applicant for employment on the basis of protected military or veteran status, disability, race, color, religion, sex, age, national origin, pregnancy, genetic information, sexual orientation, gender identity, or any other classification protected by applicable local, state or federal law; except where an individuals protected category constitutes a bona fide occupational qualification.

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