Support Specialist I
Posted
JOB SUMMARY
The IT Support Specialist I provides first-level technical support to UBank employees and serves as an initial point of contact for technology-related requests and incidents. This position troubleshoots common hardware, software, endpoint, account, access, printing, and connectivity issues while maintaining accurate service tickets and timely communication with employees. The role supports endpoint deployment, user onboarding and offboarding, branch technology, and routine Microsoft 365 and identity-related tasks using approved procedures and access controls. Issues requiring advanced technical expertise are documented and escalated to the appropriate Infrastructure, Security, Business line or vendor resource.
The IT Support Specialist I provides first-level technical support to UBank employees and serves as an initial point of contact for technology-related requests and incidents. This position troubleshoots common hardware, software, endpoint, account, access, printing, and connectivity issues while maintaining accurate service tickets and timely communication with employees. The role supports endpoint deployment, user onboarding and offboarding, branch technology, and routine Microsoft 365 and identity-related tasks using approved procedures and access controls. Issues requiring advanced technical expertise are documented and escalated to the appropriate Infrastructure, Security, Business line or vendor resource.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Serve as an initial point of contact for employee technology requests and incidents received by phone, email, chat, or the service desk.
- Create, categorize, prioritize, update, and close service tickets with accurate troubleshooting steps, actions taken, and resolution details.
- Troubleshoot common workstation, laptop, software, printing, peripheral, mobile-device, network-connectivity, and Microsoft 365 issues.
- Assist with password resets, account unlocks, multifactor authentication enrollment, and routine user-access requests using approved procedures.
- Support employee onboarding, offboarding, equipment setup, workstation deployment, software installation, and device replacement activities.
- Install, configure, maintain, and troubleshoot computers, monitors, printers, scanners, peripherals, and approved software.
- Provide branch and remote-user support, coordinating with vendors or advanced IT resources when an issue cannot be resolved at the first level.
- Follow approved knowledge articles, scripts, standards, and procedures while providing clear guidance to employees.
- Escalate unresolved, recurring, security-related, or higher-risk issues to the appropriate Systems Administration, Infrastructure, Security, Application, or vendor resource.
- Follow up with employees to confirm service restoration, communicate status, and ensure timely ticket closure.
- Maintain accurate equipment, software, assignment, and support documentation as required.
- Support secure equipment deployment, return, inventory, storage, and disposal processes.
- Report suspected security events promptly through established service desk and incident-management procedures.
- Protect confidential information and follow UBank technology, access-control, information-security, change-management, and acceptable-use requirements.
- Participate in IT projects, testing, documentation, cross-training, and continuous service-improvement activities.
- Provide professional, courteous, and timely service to employees across UBank locations.
- Perform other duties as assigned.
QUALIFICATIONS
- Previous experience providing help desk, desktop support, customer service, or related technical support is preferred.
- Basic knowledge of Windows computers, Microsoft 365 applications, printers, mobile devices, and common workplace technology.
- Ability to troubleshoot routine hardware, software, account, access, printing, and connectivity issues using established procedures.
- Ability to create and maintain accurate service tickets, troubleshooting notes, equipment records, and resolution documentation.
- Strong customer service, communication, active listening, and interpersonal skills.
- Ability to explain technical instructions clearly to employees with different levels of technical experience.
- Ability to prioritize requests, manage multiple assignments, meet deadlines, and appropriately escalate unresolved or higher-risk issues.
- Strong attention to detail, problem-solving skills, dependability, and willingness to learn.
- Ability to protect confidential information and follow approved access-control, information-security, and technology procedures.
- Ability to work independently and collaboratively with IT personnel, employees, vendors, and service providers.
- Ability to provide support across UBank locations and assist with equipment installation, movement, inventory, and replacement.
- Relevant entry-level information technology certification, such as CompTIA A+ or a Microsoft certification, is preferred.
SUCCESS METRICS
- Responds to and resolves assigned service requests within established priorities and service expectations.
- Maintains accurate, complete, and timely ticket documentation, including troubleshooting steps, status updates, and resolutions.
- Provides professional, courteous, and clear support that results in a positive employee experience.
- Resolves routine hardware, software, account, access, printing, and connectivity issues with minimal escalation.
- Escalates unresolved, recurring, security-related, or higher-risk issues promptly with sufficient documentation.
- Completes onboarding, offboarding, equipment deployment, and access-support tasks accurately and on schedule.
- Maintains accurate equipment assignments, inventories, support procedures, and knowledge-base documentation.
- Follows approved access-control, information-security, change-management, and technology procedures.
- Communicates service interruptions, ticket status, and expected next steps clearly and promptly.
- Demonstrates continued technical development through training, cross-training, knowledge sharing, and increasing first-level resolution capability.
- Contributes to service desk efficiency by identifying recurring issues and recommending documentation or process improvements.
- Reports suspected technology and security events promptly through established procedures.
EDUCATION REQUIREMENTS
- Associate degree, trade school completion, technical diploma, or relevant industry certification
CORE COMPETENCIES
- Accountability
- Active Listening
- Attention to Detail
- Collaboration
- Communication Skills
- Customer Focus
- Dependability
- Problem Solving
- Service Excellence
- Systems Proficiency