Join a team dedicated to keeping our people connected and our customers protected. Our IT roles support secure, reliable systems across all locations, ensuring employees have the tools they need to deliver exceptional service.
At First State, we appreciate innovative thinkers and problem-solvers who approach challenges with curiosity and care. If you’re someone who enjoys helping others, strengthening systems, and making technology feel simple, we’d love to have you on the team.
Job Title: IT Support Specialist (Tier 1)
Status: Non-Exempt
Reports To: Systems Administrator
Supervisory Responsibilities: N/A
Job Summary: The IT Support Specialist (Tier 1) serves as the primary point of contact for employee technology support across the Bank. This role provides front-line troubleshooting, technical assistance, and user support for bank technology systems, including workstations, peripherals, printers/copiers, phone systems, and Microsoft 365 applications. The IT Support Specialist supports daily operations by resolving routine technical issues, escalating complex concerns as appropriate, and delivering consistent, high-quality internal customer service.
In addition to helpdesk support, this position regularly travels to branch locations to provide hands-on technical assistance, technology education, and user training. The IT Support Specialist (Tier 1) plays a key role in reducing repeat issues by identifying common trends, developing simple reference materials, and coaching employees on proper technology use and established processes.
Location Requirement: This position is based in Lincoln, Nebraska and requires onsite work. Remote work is not available for this role.
Essential Functions:
Job Specific:
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Provide Tier 1 technical support for employee technology issues through the IT helpdesk ticketing system, ensuring timely response and resolution.
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Troubleshoot and resolve routine hardware and software issues related to workstations, monitors, docking stations, peripherals, printers/copiers, and approved applications.
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Support employees with Microsoft 365 applications including Outlook, Teams, Word, Excel, and related tools.
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Provide basic phone system support, including user assistance and troubleshooting.
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Troubleshoot network printing and document management issues and coordinate with vendors as needed for resolution.
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Install approved software and assist employees with application-related issues in accordance with established procedures and security standards.
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Accurately document incidents, troubleshooting steps, and resolutions within the IT ticketing system to ensure proper tracking and knowledge sharing.
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Escalate complex or unresolved issues to higher-level IT support when appropriate.
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Perform assigned user account support tasks, including password resets, account unlocks, and basic access assistance.
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Gather required information and assist with access-related requests by coordinating with appropriate IT personnel for provisioning or system changes.
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Travel regularly to branch locations to provide in-person technical support, equipment assistance, and technology refreshers.
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Identify recurring issues and training opportunities by reviewing helpdesk trends and common employee questions.
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Create and maintain user-friendly documentation, including quick reference guides, tip sheets, and step-by-step instructions.
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Provide coaching and guidance to employees to improve confidence, efficiency, and compliance when using bank technology systems and tools.
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Assist with basic IT inventory management, including equipment tracking, replacements, and coordination as assigned.
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Support technology-related projects and initiatives as directed.
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Perform additional tasks as assigned to support Information Technology operations and overall bank needs.
Bank Specific:
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Exhibit professionalism in appearance and attitude, maintaining confidentiality and ethical behavior at all times.
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Provide timely assistance and support to both co-workers and customers, ensuring exceptional service and accurate information.
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Demonstrate a commitment to The First State Way by upholding First State’s customer service standards in all interactions, fostering positive relationships with both external customers and internal team members.
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Adhere to regular attendance, punctuality, and break schedules.
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Take responsibility for personal actions and be accountable for performance.
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Promote and cross-sell company services while participating in training opportunities as required.
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Complete annual bank-wide training as required, ensuring all necessary knowledge and skills are up to date.
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Remain vigilant and knowledgeable about crisis procedures, including emergency protocols such as robbery.
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Comply with all bank policies, procedures, and regulations, and report any concerns to Human Resources or upper-level management immediately.
Knowledge, Skills, and Abilities (KSAs):
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Proficient in Microsoft Office and general office machinery.
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Attentive to detail with a high degree of accuracy.
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Self-motivated and capable of working independently.
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Effective at interacting with customers, management, and other employees.
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Strong critical thinking, problem-solving, and analytical skills.
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Excellent customer service orientation and communication skills, both verbal and written.
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Flexible and able to work under pressure, prioritize tasks, and meet deadlines.
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Well-organized with a courteous and diplomatic approach.
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Demonstrates sound judgment and strong organizational skills.
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Able to hear and communicate effectively with customers, co-workers, and external contacts.
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Proficient in reading and writing.
Qualifications:
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Associate degree or equivalent experience in Information Technology, Computer Science, or a related field preferred.
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Prior experience providing technical or helpdesk support is preferred.
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Familiarity with Windows-based environments, Microsoft 365 applications, and general troubleshooting practices.
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Valid motor vehicle driver’s license required.
Physical Demands:
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Engage in routine physical activities such as walking, standing, sitting, stooping, bending, pushing, and pulling.
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Ability to read reports and use a computer effectively.
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Lift and carry items up to 30 pounds daily, including file boxes and office supplies.
Work Environment:
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Primarily indoors in an environmentally controlled setting.
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Regular travel by car to visit branch locations is required.
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Flexibility for occasional evening and weekend work to achieve established goals.
Note: The statements herein are intended to describe the general nature and level of work being performed by the employee assigned to this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the employee.
