Senior IT Support Specialist

Description: What You'll Be Doing

The Senior IT Support Specialist at Bank Iowa serves as the first point of contact for Bank Iowa team members seeking technical assistance over the phone, chat, or email. This person will perform remote troubleshooting through diagnostic techniques and asking of pertinent questions, while determining the best solution based on the issue and details provided by Bank Iowa team members. In addition, they will serve as the leader to the IT Support Specialist team, including both day-to-day operations and coordination of strategy with IT management. This involves providing recommendations, guidance and oversight to the IT strategies relating to Tier 1 support.

* Serve as the first point of contact for internal team members seeking technical assistance over the phone or email. * Perform remote troubleshooting through diagnostic techniques and asking pertinent questions. * Determine the best solution based on the issue and details provided by the team member. * Walk the team member through the problem-solving process. * Direct unresolved issues to the next level of support. * Provide accurate information on IT systems or services. * Record events and problems and their resolution in ticket tracking system. * Administrate ticket tracking platform and metrics gathering. * Collaborates with IT leadership on identifying and evaluating OKR's. * Follow-up and update ticket status and information. * Pass on any feedback or suggestions by team members to the appropriate internal team. * Maintains IT Support team procedures, documentation, and IT team SharePoint resources. * Drives ownership and execution of the IT Strategic Plan items assigned to themselves and the IT Support Specialist team members. * Provides project oversight and accountability for themselves and the IT Support Specialist team, including leveraging of project management tracking solutions. * Serves as escalation point for the IT Support Specialist team members. *