Support IT associates with core banking applications and standard business solutions in a fully onsite Lakewood, WA Service Desk role.

Support core banking applications, standard software, Windows, MS Office, and related business solutions
Answer, evaluate, and prioritize incoming assistance requests via telephone, voicemail, email, and the Self Service site
Maintain the ITSM platform ServiceNow by identifying trends and capturing accurate details to improve IT processes and systems
Troubleshoot hardware, software, operating system, mobility, and telecommunication issues
Install and configure computers and laptops using standard processes and tools
Work as part of a 24x5 global support team and escalate complex issues as needed
Demonstrate compliance with all bank regulations and policies tied to assigned job functions and responsibilities
Follow bank policies and procedures, compliance requirements, and complete required annual or job-specific training
Maintain working knowledge of written policies related to Bank Secrecy Act, Regulation CC, Regulation E, Bank Security, and other applicable regulations
May coach, mentor, or train others and teach coursework as a subject matter expert
Support and model the Columbia corporate culture in actions and communication
Take personal initiative and act as a positive example for others
Embrace the vision to become the Business Bank of Choice
Perform other duties as assigned

H.S. Diploma/GED (preferred)
College Degree in Information Technology or related field (preferred)
2-4 years of IT-related Service Desk experience (required)
Broad technical knowledge to troubleshoot and resolve a wide variety of associate issues
Excellent interpersonal communication skills
Specialized education in IT support tools and applications
Knowledge of TCP/IP protocols, PC hardware and software configuration, directory tree structure, Windows Messaging services, Active Directory, and Internet Explorer
Proficiency in MS Office Suite, enterprise networks, banking computer systems, and networked print device troubleshooting
Outstanding customer service skills, including communicating highly technical information to technical and non-technical associates
Strong research, analysis, and problem-solving skills for troubleshooting
Familiarity with ServiceNow (Universal Request, Incident, Request Fulfillment, Change Management, Report, Agent Workspace, Software/Hardware Asset Management)
Familiarity with Webex Calling, Cisco IVR, and Calabrio call recording

IT Support Specialist II

Job Description