Company Info
Bankers' Bank

Madison, WI, United States

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IT Service Desk Specialist


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Madison, WI, United States 


Information Technology

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Employment Type:

Full time



Job Description:

The Service Desk Specialist is responsible for providing technical support and assistance to internal and external end-users including simple to complex hardware and software problems; as well as installation and support of new and existing Bankers’ Bank computer systems.  Incumbent must have excellent troubleshooting abilities and be able to make independent decisions related to software, hardware, or other entry to mid-level IT issues.  The ability to work off-hours on a rotating basis is required.
Job Duties & Responsibilities
*Essential Functions are in bold
  • Provide in-person, phone (remote), and e-mail technical support to end-users for hardware and software problems.
  • Document calls and work requests using a ticketing system, keeping detailed up-to-date status updates.
  • Complete assigned tickets within published service level agreements.
  • Responsible for setup, maintenance, and deployment of computer hardware and software, which may require working outside of normal Bankers’ Bank business hours.
  • Setup bank systems according to published standards to maintain consistency.
  • Create and maintain Active Directory user accounts and groups.
  • Must adhere to bank IT policy, standards, and procedures.
  • Regular and predictable attendance.
  • Provide IT Support Manager with status reports on a regular basis.
  • Carry Bankers’ Bank cell phone and respond to incidents as required, according to a rotating on-call schedule.
  • Assist in root cause analysis of recurring issues.
  • Troubleshoot problems with bank-owned mobile devices.
  • Assist with maintaining an inventory of installed software and licenses.
  • Manage file and folder permissions.
  • Train computer users.
  • Assist with system maintenance and upgrades.
  • Decommission retiring equipment and perform data migrations to new systems.
  • Assist with printers and scanning equipment setup and troubleshooting.
  • Regularly participate in business continuity and disaster recovery planning, setup, and testing.
  • Other duties as assigned

Job Requirements:

Job Competencies
  • Excellent communications skills, both written and verbal.
  • Excellent customer service skills.
  • Extensive experience in desktop hardware and software installation and troubleshooting required.
  • Proficient with the setup, configuration, and troubleshooting of the two most recent Microsoft end user operating systems.
  • Ability to work independently with good organization skills.
  • Desire to participate in educational opportunities to improve job knowledge.
  • Understanding of network equipment including switches, patch panels, and TCP/IP.
  • Basic understanding of the differences between ACH, ICL, and Wires within 6 months of hire.
Required Training & Education
  • At least one year of end user desktop computer support experience or equivalent.
  • Proficiency demonstrated in Microsoft Windows 7 and Windows 10 Operating Systems
Preferred Training & Education
  • CompTIA A+, Network+, HDI-DST, Microsoft MCDST, MCSA, MCSE, or MCITP certification.
  • Understanding of virtual systems, including virtual servers and workstations.
  • Use of remote support applications for supporting remote staff/customers.
  • Experience working in banking.
  • Experience in VMware products.
Physical Demands
  • Must be able to work at a desk in a cubicle or office.
  • Must be able to answer telephones.
  • Must be able to communicate with other employees or clients both face to face and via telephone.
  • Must be able to move from floor to floor as necessary.
  • Must be able to lift 50 pounds.
  • Must be able to transport computer equipment throughout the building.
  • Must be able to travel to and from the office and remote locations, sometimes off-hours.
  • Manual dexterity is required.