IT Support Specialist I

At INTRUST Bank, 10 character qualities are at the foundation of all we do. They include respect, positivity, compassion, humility, and initiative. They guide our interactions with customers and each other, are why we give back to communities, and inform how we shape our goals as a company. These character qualities are our tradition, and we bring them to life each day.

Your career is important to you, which makes it important to us. At INTRUST you’ll find a welcoming, encouraging atmosphere where your talents can thrive. You will be supported in your career, you can lead no matter what your title, and you can see a path for future growth. If you’d like to find a place of work where you’re appreciated, can find balance, and have a sense of belonging, then we encourage you to apply for this role.

A modern benefits approach:  To support our employees and their families, INTRUST offers a comprehensive, market-competitive benefits package that prioritizes your total well-being.

• Competitive pay
• Generous time off
  • Employees receive three weeks of paid vacation plus 11 paid holidays each year.
  • Paid time off to volunteer in the community.
  • Paid employee and family sick leave – two weeks upon hire with monthly accruals.
  • Paid parental leave.
• 401(k) plan with 6% employer match and 100% immediately vested.
  • 3% non-elective company contribution; non-elective contribution vested after 3 years of service.
• Career growth and development resources
• Tuition reimbursement for full-time and part-time employees enrolled in any degree program.
• Banking benefits
• Medical, dental, and vision insurance

Benefits eligibility is dependent upon hire date and employment status. Ask for our benefits guide for full details.

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 customer’s 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 INTRUST’s Character Qualities.

Essential Functions:

• All expectations described in the job description’s 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 individual’s protected category constitutes a bona fide occupational qualification.