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Form of workAt INTRUST Bank, 10 character qualities are at the foundation of all we do. They include respect, positivity, compassion, humility, and initiative. They guide our interactions with customers and each other, are why we give back to communities, and inform how we shape our goals as a company. By embracing these principles, we’ve created a supportive team culture where employees are valued and encouraged to grow. These character qualities are our tradition, and we bring them to life each day.
Our employees are at the heart of our company and are a large part of why customers continue to trust INTRUST. So, we place importance on your success. At INTRUST, you are supported in your career, you can lead no matter what your title, and you can see a path for future growth.
INTRUST is also unique because we’re a privately-owned, family-led bank. This enables us to grow at our own pace and maintain the values we cherish.
Your career is important to you, which makes it important to us. At INTRUST you’ll find a welcoming, encouraging atmosphere where your talents can thrive. If you’d like to find a place of work where you’re appreciated, can find balance, and have a sense of belonging, then we encourage you to apply for this role.
A modern benefits approach: To support our employees and their families, INTRUST offers a comprehensive, market-competitive benefits package that prioritizes your total well-being.
- Competitive pay
- Generous time off
- Employees receive three weeks of paid vacation plus 11 paid holidays each year.
- Paid time off to volunteer in the community.
- Paid employee and family sick leave – two weeks upon hire with monthly accruals.
- 401(k) plan with 6% employer match and 100% immediately vested.
- 3% non-elective company contribution; non-elective contribution vested after 3 years of service.
- Career growth and development resources
- Tuition reimbursement for full-time and part-time employees enrolled in any degree program.
- Banking benefits
- Interest-bearing employee checking and savings accounts
- Discounted rates on auto loans, home equity loans, and unsecured loans
- Medical, dental, and vision insurance
- Health Savings Account (HSA) with employer contribution if enrolled in the high deductible health plan.
- Flexible Spending Account (FSA), participation in an INTRUST insurance plan is not required.
Benefits eligibility is dependent upon hire date and employment status. Ask for our benefits guide for full details.
Job Summary: Responsible for the ownership and resolution of incoming incident and service request workload from our internal banking customers, improving knowledge resources for Tier I, and identifying problems and ticket trends. Gathers and analyzes information about the user's issue to determine the best way to resolve their problem. Able to process and solve a multitude of technical issues. Focused on providing best in class customer service, achieving high levels of ticket resolution, and identifying opportunities to streamline/automate Tier I processes. Must be highly motivated and possess excellent customer service skills, troubleshooting skills, and excellent written and verbal communication skills. Promotes an environment of teamwork within the department and across the bank. Represents INTRUST Bank in all they do in the community and is focused on the development of new business relationships. Must maintain strict standards of confidentiality and perform duties in a manner supporting INTRUST’s Character Qualities.
Essential Functions:
• All expectations described in the job description’s essential functions are necessary to be successful in this role, performed with or without a reasonable accommodation.
• Resolve tickets in accordance with SLA guidelines.
• Responsible for the diagnoses and resolution of software and hardware incidents, including operating systems and across a wide range of software applications.
• Responsible for the installation and continued support for end user hardware that includes laptops, desktops, phones, printers, and peripherals.
• Provides backup-up support for all functions and duties performed by the IT Customer Support Team as necessary to maintain appropriate coverage and meet Service Level Agreements.
• Documents, tracks, and monitors problems to ensure timely resolution. Works to identify issues to decrease recurring trouble tickets.
• Communicates with users on status of issues or requests reported.
• Participate in on-call rotation as needed for afterhours support.
Education and Experience: Bachelor’s (or equivalent) degree in Computer Science or Information Technology from a technical school or 5+ years related experience.
Required Skills and Knowledge: Must have strong working knowledge across Windows Operating Systems and Office products. High level of problem solving and initiative to solve a variety of technical issues. Proficient in computer hardware and software diagnostics and troubleshooting. Passion for teamwork and collaboration. Strong working knowledge of printers, mobile devices.
Required Licenses and/or Certifications: A+ required, ITIL Foundation preferred. Dell Certified Technician to be completed after 90 days.
Physical Demands: Extended period(s) of time may be spent viewing a personal computer, sitting, standing, and walking. Occasional lifting up to 50 lbs. Some bending and kneeling when installing computers and cabling. The physical demands necessary for this role should be performed with or without a reasonable accommodation.
Working Conditions: Normal office conditions.
This job description summary is not intended to be an employment contract, nor is it intended to state or imply these are the only activities to be performed by the employee occupying this position. Employees will be required to follow any other duties as assigned or requested by their supervisor.
INTRUST Financial Corporation and its subsidiaries, including INTRUST Bank, are Equal Opportunity Employers whose policy is not to discriminate unlawfully against any qualified employee or applicant for employment on the basis of protected military or veteran status, disability, race, color, religion, sex, age, national origin, pregnancy, genetic information, sexual orientation, gender identity, or any other classification protected by applicable local, state or federal law; except where an individual’s protected category constitutes a bona fide occupational qualification.
