ICBA-SENIOR SPECIALIST SERVICE DESK

Company: Independent Community Bankers of Colorado
Location: Washington
Posted on: March 14, 2025

Job Description:

Posted Tuesday, March 4, 2025 at 5:00 AMThe Independent Community Bankers of America is the nation's voice for community banks. Join our team to be part our mission to create and promote an environment where community banks flourish. Our organization values innovation, diversity, entrepreneurial spirits, and people who are passionate about serving our nation's community banks. We are consistently ranked a top advocacy organization in Washington, DC, and offer our team competitive benefits, compensation, and work-life balance.SummaryThe primary role of the Senior Specialist, Service Desk is to provide service desk support services to all ICBA staff and to support all technical systems that are mobile, on-premises, or in the cloud. This includes configuring, deploying, and implementing software, hardware and online services that best fit the needs of ICBA. This role includes AV support, both in-office and remote support to staff.Responsibilities

• Provide tier 2 service desk support services to all ICBA staff using ICBA's ticketing system. Manage staff expectations, provide adequate communication and solutions on the status of the issue and escalate where necessary.
• Responsibility for troubleshooting desktop, laptop, mobile and cloud systems' hardware and software in DC, MN office and remote offices.
• Responsible for asset inventory functions of IT for ICBA and recommend hardware for e-waste disposal.
• Configure laptops for deployment to staff users, reset returned hardware for reassignment, and prepare for disposal.
• Provide audio/video conferencing support for DC, MN, ATL and remote office staff, and assure all meetings are conducted without issues.
• Consolidate, configure, deploy, and implement various software or online services as well as hardware that best fit the needs of ICBA.
• Responsibility for onboarding meetings with new employees as needed.
• Assist with data restores from backups of ICBA's Office 365, cloud and on-premise systems as needed.
• Assist with activities under ICBA's cybersecurity program such as software upgrades, patches, fixes, resources, and applications as needed.
• Assist with response to any active IT incidents as needed.
• Assist with Microsoft Office 365 administration.
• Assist users with configuring and troubleshooting multi-factor authentication.
• Create documentation to support the knowledge base for the IT service desk.
• Contribute to IT training program's activities as needed.
• Provides after-hours or emergency support on an as-needed basis.
• Proactively contribute procedural enhancements to IT leadership and team.
• Provide backfill coverage for individual access management for user accounts.
• Other duties as assigned.Technical Qualifications
  • Experience using a Service Desk ticketing system
  • Microsoft Office 365 use and administration
  • Microsoft SharePoint Online (Intranet)
  • Collaboration tools (Microsoft Teams/Zoom)
  • Desktop imaging
  • Computer remote management tools
  • Asset management tools
  • Microsoft Exchange and AD administration
  • Operating systems - Microsoft Windows, Microsoft Windows Server, Mac OS
  • Cloud backup software
  • Cybersecurity phishing tools
  • Mobile security and productivity - Microsoft Intune
  • Android and iOS mobile device management
  • Virtual machines
  • Troubleshooting knowledge
  • Working knowledge of cybersecurity issuesOther Qualifications
    • Bachelor's degree in information systems or equivalent education and experience
    • 3+ years of hands-on technical support experience
    • Excited by challenges, and passionate about problem solving, attention to detail, creative thinking
    • Ability to identify self-limitations and ask for help when needed
    • Ability to translate business requirements into technical solutions
    • Disciplined to meet deadlines and schedules to complete tasks on time
    • The ability to prioritize multiple tasks effectively
    • Outstanding verbal and written communication skills with strong overall interpersonal skills
    • Superior analytical, evaluative, and problem-solving abilities
    • Exceptionally self-motivated and self-directed team player
    • Ability to work in a self-directed manner, while contributing to the overall team
    • Ability to work in a team-oriented, collaborative, and respectful environment
    • Ability to provide feedback to IT leadership to build an effective overall IT teamCompensation and BenefitsThe target annual salary range for this role is currently $75,000 to $90,000 based on a regular, full-time schedule. The amount of compensation offered will be determined by several factors, including but not limited to experience, qualifications, market data and internal equity. Total compensation includes a comprehensive healthcare benefits package (medical, dental and vision), 401k plan company match contribution, and an annual performance bonus.ICBA is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. ICBA does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.
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Keywords: Independent Community Bankers of Colorado, Washington DC , ICBA-SENIOR SPECIALIST SERVICE DESK, Other , Washington, DC