IT Help Desk Specialist - Military veterans preferred

IncredibleBank

TITLE IT Help Desk Specialist

CATEGORY Information Technology

DESCRIPTION

Introduction

We know what you're thinking. "What kind of name is IncredibleBank?"

Well, we're glad you asked.

With a name like IncredibleBank, we have a lot to live up to. Our name is a promise we make every day to our customers and to our team members (and hey, that could be you!). A promise that we strive to be incredible in everything we do. A promise that will help our customers, fellow team members, and our communities to do the incredible.

At IncredibleBank, we're all about ICE. What's ICE? ICE stands for Incredible Customer ExperienceTM (that's right - an experience so good and so important we trademarked it). ICE illustrates the core values that drive everything we do - how we conduct business, how we treat each other, and how we continuously strive to build on our model of customer-focused banking. Our core values have been in place for more than 50 years and continue to influence every aspect of our operation today.

So - how can you help us live up to our name?

About the Role

We are eager to discuss the prospect of you joining our team as our next incredible team member!

This position reports to the SVP Information Technology and allows you to partner with other team members and key stakeholders to provide Incredible Customer Experiences of your own! Duties and responsibilities may include:

• Lead and coordinate Help Desk operations to ensure team coverage, adherence to service level agreements (SLAs), and consistent delivery of high-quality support. This ensures users receive timely, reliable assistance, minimizing downtime and enhancing productivity across the organization.
• Serve as the primary escalation point for complex technical issues, applying advanced troubleshooting skills across hardware, software, network, and system-related problems.
• Monitor ticket queues and key performance metrics to track resolution times, identify bottlenecks, and drive continuous improvement in service delivery.
• Develop, implement, and maintain IT support policies, procedures, documentation, including knowledge base articles. This standardization promotes consistency, empowers user self-service, and improves overall support efficiency.
• Mentor and train Help Desk Technicians, fostering a collaborative, knowledgeable, and growth-oriented team environment.
• Collaborate with IT leadership and cross-functional teams to identify trends, recommend process improvements, and facilitate the integration of new technologies. This strategic alignment ensures the Help Desk evolves with organizational needs and technological advancements.
• Lead initiatives to automate routine IT functions, streamlining workflows and reducing manual workload.

This is a regular full time salaried exempt position, averaging approximately 40 hours/week. Schedule may vary between the hours of 8:00 am to 5:30 pm CST Monday through Friday and 8 am to 12 pm CST on Saturdays.

This position will work on-site at our IncredibleBank branch location in Wausau on 17th Ave.

About You

You do what is right over what is easy. You don’t settle for good enough. You’re driven to learn and grow. You recognize your impact on the customer experience, regardless of your role.

Those attributes are just a few things our incredible employees have in common.

And, if you are looking for an opportunity to join a dynamic team, we’d be so excited to learn a little more about you and your interest in joining the team! Our recommended and preferred qualifications are:

• Associate’s degree (A. A.) or equivalent from a two-year college or technical school in a IT related field or equivalent experience.
• Minimum of 5 years of experience in IT support, with at least 2 years in an advanced IT role
• Proficient in Microsoft 365 ecosystem, including core applications (Outlook, Teams, SharePoint, OneDrive) and related tools; experienced with various internet browsers, desktop/server operating systems, database platforms, patch management, build deployment tools, and mobile device management solutions.
• Strong technical expertise in computer systems and mobile devices, with a deep understanding of hardware, software, and system integration.
• Experience in using support ticketing systems such as Kace, Jira, Zendesk, to manage and resolve IT service requests efficiently.
• Working knowledge of key business applications including Jack Henry Xperience, DocuSign, Hyland OnBase, Info Capture, Encompass, LaserPro/
• Skilled in scripting and automation, with proficiency in PowerShell, Regular Expressions (RegEx), JSCAPE and Batch Files scripting to streamline IT operations.

About Our Benefits and Compensation

Our promise of ICE extends to our employees as well. Our employees are our greatest asset, and we strive to show our appreciation by offering top-tier benefits and, dare we say, more than competitive compensation that we’re willing to discuss up front.

And we are constantly evaluating and improving our benefits. In fact, eligible employees receive over 30 days off per calendar year! That includes 18 days of PTO to begin, PLUS an Anniversary Holiday, Birthday Holiday, Wellness Holiday, and 12 observed Bank Holidays.

Check out our total rewards package at: https://incrediblebank.mybenefitsapp.com/

About the Company

IncredibleBank first started in 1967 as River Valley Bank with a single location in Rothschild, WI. And we may have strong roots in community banking, but IncredibleBank wasn’t awarded as one of America’s Most Innovative Banks by the Independent Community Bankers of America for our popcorn Fridays. Though we do love free popcorn...

We strive to stay on the leading edge of banking technology with the goal providing the best, simplest way for our customers across the country to do their banking. But if our customers need us, they can pick up the phone and talk to a real person. And that’s what makes us America’s first national online community bank. And who doesn’t love the idea of a national community?

Today, IncredibleBank is a $2.0 billion-asset institution that has grown to 17 brick-and-mortar locations with customers in all 50 states. But we know that as an employer, it’s less about size than it is about culture. That’s why we’re especially proud to have been certified as a Great Place to Work.

Learn more about our Great Place to Work engagement results here: https://www.greatplacetowork.com/certified-company/7022621

At IncredibleBank, we believe in our employees, our customers, and the impact we make in our communities. When your name is Incredible, it's a lot to live up to! And we feel it.

Because of that, we continually look to raise the bar, expect more out of ourselves and each other, break out of "traditional banking," and make our mark in an industry that needs a good shake-up! It's #HowWeIncredible

IncredibleBank is an Equal Opportunity Employer. We will consider applicants for our positions without regard to any category protected by applicable federal, state, or local law, including but not limited to: race, color, religion, sex, gender identity, sexual orientation, pregnancy, age, national origin, physical or mental disability, military or veteran status, genetic information, or any other protected classification.

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