Service Desk Specialist II

Description

Please note: This is an in-office position located in Springfield, IL

About Us:
At INB, your career is more than a job; it’s a chance to make a difference. As a locally owned, community-focused bank, we help individuals and businesses reach their financial goals through personalized service and trusted relationships. Our team is built on care, creativity, teamwork, balance, smart work, and enthusiasm. Join us and be part of a purpose-driven culture that makes a positive impact every day.

 Job Summary: The Service Desk Specialist II provides advanced technical support for end users, systems, and applications within a highly regulated financial environment. This role serves as an escalation point within the Service Desk and resolves complex issues while ensuring adherence to security, compliance, and service standards. The technician collaborates with infrastructure, security, and application teams to maintain system stability and deliver high-quality experience for INB employees.  

Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily as well as other duties that are assigned.  The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Key Responsibilities: 

• Technical Support & Incident Resolution: Troubleshoot and resolve escalated hardware, software, and network issues, including ATMs, ITMs, and phone and video conferencing endpoints. Support desktop environments, mobile devices, and enterprise applications (e.g., core banking systems, Microsoft 365). Perform root cause analysis and implement long-term fixes. Manage and resolve incidents and service requests within SLA targets. 
• Service Request: Deploy new computers and peripherals to replace obsolete or needed equipment. Assist as needed in move requests for hardware. Provision applications or access to applications based on employee need. 
• Escalation & Collaboration: Act as an escalation point within the Service Desk. Coordinate with other IT teams, vendors, and application owners when necessary. Communicate technical issues clearly to both technical and non-technical stakeholders. 
• System Administration Support: Manage user provisioning, group membership, and permissions task. Support endpoint management tools. Assist with patching, software deployment, and system updates. 
• Security & Compliance: Follow all IT security policies, procedures, and regulatory requirements (e.g., FFIEC, GLBA, where applicable). Identify and escalate potential security risks or incidents. Maintain proper documentation and audit trails for all work performed. 
• Documentation & Knowledge Management: Create and maintain technical documentation, procedures, and knowledge base articles. Contribute to continuous improvement of service desk processes. 
• Customer Service: Deliver professional, timely, and courteous support to internal users. Manage user expectations and provide clear updates on issue status via in-person visits, phone calls, emails, and service desk platform. 
• Other Projects as Assigned 

Qualifications

Required Skills:

• Associate or Bachelor’s degree in Information Technology or related field (or equivalent experience)  
• 2–3 years of IT support experience, preferably in a financial or regulated environment 
• Strong troubleshooting skills and knowledge of PC components, peripherals, Windows OS, networking, and enterprise applications 
• Strong troubleshooting skills and knowledge of PC components and peripherals 
• Understanding of ITIL principles and incident management processes 
• Experience in Microsoft Office Suite 
• Excellent communication and interpersonal skills, with the ability to convey complex technical concepts to non-technical stakeholders. 
• Excellent problem-solving skills and the ability to work both independently and as part of a team. 
• Perform other duties as assigned.

Preferred Skills: 

• Familiarity with compliance frameworks (FFIEC, GLBA, PCI) 
• Certification such as CompTIA A+, Network +, Microsoft certifications, or ITIL Foundation 

Skills and Competencies: 

• Demonstrates ownership and accountability, proactively identifying and addressing risks before they escalate. 
• Anticipates and responds to the needs of internal and external customers. 
• Stays informed of emerging technologies, best practices, and regulatory changes; devotes time to professional development. 
• Upholds ethical standards, owns mistakes, and communicates status and challenges openly. 
• Responds swiftly to critical situations, demonstrating agility and a solution-driven mindset. 
• Provides timely, jargon-free updates to stakeholders and non-technical colleagues. 
• Fosters creativity and continuous improvement 

Work Schedule: 

• This role requires occasional after-hours or weekend work to cover on call schedules, support maintenance activities, or critical issues. 
• This is an onsite position with periodic travel to branch locations. 
• Opportunity to work in a dynamic, fast-paced environment with innovative technologies. 
•  Monday–Friday, 8:00 a.m.–5:00 p.m. 

Salary:  $50,000-$60,000 annually. 

Application Instructions: 

Interested candidates are encouraged to apply with a resume and cover letter detailing their experience and qualifications relevant to this position.