IT End User Computing Specialist - Hybrid

Don't let our name scare you, we are not your average bank.

With nearly a century of service, FHLBI is one of 11 independent regional cooperative banks across the U.S. Simply put, we're a bank for banks, credit unions, community development financial institutions and insurers across Indiana and Michigan. As a cooperative, we are dedicated to strengthening communities throughout our region.

But enough about us, let's talk about you.

Are you looking for a company that views their employees as their greatest asset?

A company that's dedicated to making a difference in the community? So much so they pay their employees to volunteer?

Do you want to join a talented workforce that prioritizes diversity, equity and inclusion, and promotes learning and development, unique skills/ideas, and employee engagement?

If you've said yes to these questions, then we might be a match!

Here is what we offer:

• Flexible hybrid workforce model: Onsite three days a week and two days remote. We also offer five fully remote weeks per year!
• Fantastic, competitive pay and total rewards
• Industry-high 401(k) match: up to 6% PLUSan additional 4% contribution!
• Tuition reimbursement assistance: To help you continue to develop personally and professionally.
• Student loan repayment assistance: That's right, we will help you repay outstanding student loans!
• Awesome Benefits Package: Medical, dental, vision benefits and even pet (you read that right) insurance!
• Generous time off: Vacation, paid federal holidays, birthday month floating holiday, volunteer day and summer hours program
• "Dress for your day" dress code: You choose the appropriate work attire based on what your day looks like.

Purpose:

The End User Computing Specialist provides first-level computer support over the phone and email for incident management and request fulfillment for IT service delivery. Assesses each customer request and either resolves the requests or forwards them on to the appropriate IT support representative. Identifies trends leading to problems and proactively takes action to initiate immediate problem management activities. Provides problem and event coordination, notification, escalation and resolution within the IT infrastructure.

The following statements are intended to describe the general nature and level of work being performed by persons assigned to the job. They are not intended to be an exhaustive list of all responsibilities or abilities required of persons so classified. The Bank reserves the right to alter or amend this description at any time.

Specific Responsibilities:

• Answer all customer inquiries and issues.
• Triage all incoming Service Desk tickets and provide resolutions. If unable to resolve tickets, route to the appropriate team to resolve.
• Expresses thoughts, ideas, and opinions clearly, fluently and concisely. Listens attentively to others and responds appropriately to questions and comments.
• Provide regular updates to customers regarding the status of tickets.
• Provides assistance related to hardware, PC's, printers, mobile devices, as needed.
• Responsible for the provisioning of mobile phones.
• Assistance with the deployment of laptops and desktops.
• Establishes and maintains respectful working relations with internal and external customers by being courteous and helpful in all interactions.
• Shows appreciation and respect for customers' needs, expectations and perspectives. Represents one's organization by demonstrating behaviors that reflect an attitude of customer service, responsiveness, and concern.
• Proactively and clearly identifies problems or issues and suggests alternative solutions. Uses resources such as other team members, written manuals or work-related materials, etc. to creatively address existing or anticipated work problems.
• Exhibits sound judgment in handling unexpected problems and frequent interruptions that require immediate action or attention.
• Organizes one's own work activities and uses time management techniques to meet deadlines. Adheres to time management policies, such as scheduled breaks, clocking in and out procedures, notification required for paid time off, etc.
• Additional duties as assigned.

Competencies:

Business

• Job Knowledge

General

• Dependability
• Personal Organization
• Productivity

People

• Interpersonal Skills

Position Requirements:

• Customer-service orientation and ability to take the initiative. Bachelor's degree preferred. 0-2 years' experience in computer operations and software principles is required.
• A+ Certification preferred.
• Requires the ability to work any shift or day, as needed by management.
• Previous phone support experience preferred.
• Must not have been convicted of any civil or criminal charge that would suggest a risk to Bank security.
• Ability to uphold and model the Bank's Guiding Principles.

FHLBank Indianapolis is an Equal Opportunity Employer.