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IT Support Specialist

Innovation and Technology

Liberty Lake,

Washington

Sacramento,

California

Lakewood,

Washington

Spokane,

Washington

Description

About Us:

At Umpqua, we create a great place to work by offering a unique brand of relationship banking and fostering a culture where associates thrive. We are dedicated to supporting our customers and communities, and we can only achieve this through the dedication of our employees.

We value Trust, Ownership, Growth, Empathy, Teamwork, Heart, Enjoyment, and Relationships, and we are eager to meet candidates who embody these core values. We are always on the lookout for results-focused individuals who can think independently, work collaboratively, and support our broader purpose.

Think of us as financial partners, because at Umpqua, we believe the best way forward is together. Together for people. Together for business. Together for better.

About the Role:

In this roleyou will assist and support associates with core banking applications, standard software, Windows, MS Office, and other related business solutions. Answer, evaluate, and prioritize incoming requests for assistance. Maintain the ITSM tool (ServiceNow) by identifying trends and accurately capturing details to improve ITprocesses and systems. Support internal associates to empower business relationships with bank customers.

+ Provide support for core banking applications, standard software, Windows, MS Office, and other related business solutions.

+ Answer, evaluate, and prioritize incoming requests for assistance via telephone, voicemail, email, andSelf-Servicesite.

+ Maintain the ITSM tool (ServiceNow) by identifying trends and accurately capturing details to improve IT processes and systems.

+ Identify and troubleshoot hardware, software, operating system, mobility, and telecommunication issues.

+ Perform installations and configurations of computers/laptops using standard processes and tools.

+ Participate in a 24x5 global support team and escalate complex problems as needed.

+ Demonstrate compliance with all bank regulations and policies.

+ Demonstrates compliance with all bank regulations for assigned job function and applies to designated job responsibilities – knowledge may be gained through coursework and on-the-job training. Keeps up to date on regulation changes.

+ Follows all Bank policies and procedures, compliance regulations, and completes all required annual or job-specific training.

+ Maintain a working knowledge of Bank's written policies and procedures regarding Bank Secrecy Act, Regulation CC, Regulation E, Bank Security and other regulations as applicable to this job description.

+ May be asked to coach, mentor, or train others and teach coursework as subject matter expert.

+ Actively learns, demonstrates, and fosters the Umpqua corporate culture in all actions and words.

+ Takes personal initiative and is a positive example for others to emulate.

+ Embraces our vision to become “Business Bank of Choice”

+ May perform other duties as assigned.

About** **You:

+ H.S. Diploma/GED, required.

+ Bachelor's Degree-Colree in Information Technology (IT) or related field, preferred.

+ 2-4 years’IT-relatedService Desk experience, required.

+ CompTIA A+, required.

+ CompTIA Network+,preferred.

+ Microsoft Certified:Fundamentals,preferred.

+ Broad technical knowledge of troubleshooting and resolving a wide variety of associate problems.

+ Excellent interpersonal communication skills.

+ Specialized education in IT support tools and applications.

+ Knowledge of TCP/IP protocols, PC hardware and software configuration, directory tree structure, Windows Messaging services, Active Directory, and Internet Explorer.

+ Proficient in MS Office Suite, Enterprise Networks, banking computer systems, and print device troubleshooting in a networked environment.

+ Outstanding customer service skills and ability to communicate highly technical information to both technical and non-technical associates.

+ Good research, analytical, problem-solving, and troubleshooting skills.

+ Familiarity with ServiceNow (Universal Request, Incident, Request Fulfillment, Change Management, Report, Agent Workspace, and Software/Hardware Asset Management), Webex Calling, Cisco IVR, and Calabrio call recording.

Travel Type

Occasion

**Job Location(s):** This posting is part of an evergreen requisition; we are actively seeking talent for current and upcoming opportunities in this market. While this requisition serves to build a talent pipeline, we currently have immediate openings and encourage qualified candidates to apply. We will reach out as positions become available in the following locations:

Spokane, WA

Lakewood, WA

Liberty Lake, WA

Sacramento Downtown, CA

Our** **Benefits:

We offer a competitive total rewards package including basewagesand comprehensive benefits. Thepayrange for this role is $21.00 - $32.00, and the pay rate for theselected candidate isdependent upon a variety of non-discriminatory factors including, but not limited to, job-related knowledge, skills, and experience, education, and geographic location. The rolemay beeligible forperformance-based incentive compensation and those details will be provided during the recruitment process.

We offer eligible associates comprehensive healthcare coverage (medical, dental, and vision plans), a 401(k)-retirement savings plan with employer match for qualifying associate contributions, an employee assistance program, life insurance, disability insurance, tuition assistance, mental health resources, identity theft protection, legal support, auto and home insurance, pet insurance, access to an online discount marketplace, and paid vacation, sick days, volunteer days, and holidays. Benefit eligibility begins the first day of the month following the date of hire for associates who are regularly scheduled to work at least thirty hours weekly.

Our Commitment to** **Diversity** **:

Umpqua Bank isan equal opportunityand affirmative actionemployercommitted to employing, engaging, and developinga diverse workforce.Allqualifiedapplicants will receive considerationfor employmentwithout regard to race, color,national origin,religion, sex, age, sexual orientation, gender identity, gender expression, protected veteran status, disability, or any other applicable protected status or characteristics.If you require an accommodation to complete the application or interview(s),please let us know by email: [email protected] .

To Staffing and Recruiting Agencies:

Our posted job opportunities are onlyintendedfor individuals seekingemploymentat Umpqua Bank.Umpqua Bank does not accept unsolicited resumes or applications from agencies and Umpqua Bank will not be responsible for any fees related to unsolicited resume submissions.Staffing and recruiting agencies are not authorized to submit profiles, applications,or resumestothis site or toany Umpqua Bank employeeand any such submissionswill be consideredunsolicitedunlessrequesteddirectlyby a member of the Talent Acquisition team.