IT Support Lead

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<h1><strong>IT Support Lead</strong></h1><div>
<strong>Make an Impact. Support a Mission. Grow Your Career.<br></strong><br>
</div><div>Join a community-focused bank where your technical expertise and customer-first mindset truly matter. As our <strong>IT Support Lead</strong>, you’ll be the frontline hero who keeps our internal teams and valued customers running smoothly. From troubleshooting systems to supporting banking technologies, you’ll deliver exceptional service while helping shape the future of how we support technology across the organization.<br><br>
</div><div>This is a great role for someone who thrives on problem-solving, enjoys helping people, and wants to grow their technical skillset in a collaborative, supportive environment.<br><br>
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<strong>What You’ll Do<br></strong><br>
</div><div>You’ll play a vital role in ensuring our customers and employees have a seamless technology experience. Your day-to-day impact will include:<br><br>
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<li>Providing friendly, high-quality help desk and technical support to <strong>300+ internal and external users</strong>, including desktops, printers, mobile devices, banking equipment, and specialized financial products.<br><br>
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<li>Installing, maintaining, and troubleshooting hardware, software, and security access for multiple business systems.<br><br>
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<li>Monitoring key systems and creating or managing support tickets with customers and vendors.<br><br>
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<li>Ensuring strong security practices through proper physical and software access controls.<br><br>
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<li>Delivering excellent customer service by managing work orders, resolving issues promptly, and offering product training when needed.<br><br>
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<li>Documenting procedures, enhancements, and technical issues in our support wiki and JIRA system.<br><br>
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<li>Collaborating closely with senior system administrators, network engineers, developers, and the Quality Assurance team in a solution-oriented environment.<br><br>
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<li>Staying up to date on emerging technologies to continually improve our support capabilities.<br><br>
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<li>Supporting the bank's broader mission by promoting products, fostering teamwork, and ensuring an outstanding customer experience across the organization.<br><br>
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</ul><div>Seasonal travel and occasional after-hours/on-call support may be required.<br><br>
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<strong>What Makes You a Great Fit<br></strong><br>
</div><div>You’re a natural problem-solver who enjoys connecting with people just as much as working with technology. You’ll thrive here if you’re:<br><br>
</div><ul>
<li>Confident troubleshooting PC hardware/software, printers, and basic networking.<br><br>
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<li>A strong communicator who can explain technical issues clearly and professionally.<br><br>
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<li>Someone who takes pride in delivering exceptional service and building trust with customers.<br><br>
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<li>A team player who collaborates well, stays organized, and is comfortable working independently when needed.<br><br>
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<li>Motivated to learn, grow, and stay current with new technology.<br><br>
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<strong>Minimum Qualifications<br></strong><br>
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<li>High School diploma required; <strong>3+ years of experience</strong> working with computers, technical support, or a help desk/call center environment.<br><br>
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<li>Experience with Windows, Microsoft Office, and PC hardware.<br><br>
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<li>Valid driver’s license and reliable transportation (travel required at times).<br><br>
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<li>Ability to pass a background check and credit check.<br><br>
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<li>Strong troubleshooting skills and the ability to research solutions independently.<br><br>
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<li>Effective written and verbal communication skills.<br><br>
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<li>Strong organization, time management, and self-motivation.<br><br>
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<li>Commitment to maintaining confidentiality and adhering to IT security and data policies.<br><br>
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<li>Ability to work a consistent schedule around 40 hours per week.<br><br>
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