Service Desk Specialist I

  • Job Tracking ID: 512340-803173
  • Job Location: Springfield, IL
  • Job Level: Mid Career (2+ years)
  • Level of Education: High School/GED
  • Job Type: Full-Time/Regular
  • Date Updated: May 13, 2022
  • Years of Experience: 2 - 5 Years
  • Starting Date: ASAP
  • FLSA Status: Non-Exempt

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Job Description:


Troubleshoots and evaluates user problems related to desktop and laptop computer systems. Assists with computer hardware and software installations where appropriate.


Essential Duties and Responsibilities include the following. Other duties may be assigned:

Demonstrate ability to provide high quality customer service experience in a technical support role, including the maintenance and troubleshooting of computer hardware and software.

Field support requests via phone, email and help desk platform. Work to ensure timely communication and resolution.

Provide real-time and detailed documentation of the task performed within Help Desk system.

Be comfortable and proficient in researching and troubleshooting events. Prioritize, triage and escalate issues to other technicians in a multi-level Help Desk system.

Deploy new computers to replace obsolete equipment. Assist as needed in move requests for hardware.

On-going projects as assigned.

On-call for off hour support.


Supervisory Responsibilities

This job has no supervisory responsibilities.


Experience and Skills:


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 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.


Education and/or Experience

High school degree or equivalent required; Associates Degree in Computer related area preferred. Minimum 3 year experience in electronics.


Language Skills

Requires ability to communicate effectively and clearly (both written and verbally); Ability to read, write and comprehend simple instructions, short correspondence, and memos.


Mathematical Skills

Requires ability to perform basic mathematical calculations; add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.


Reasoning Ability

Requires ability to use good judgement in making routine and complex decisions; Must have excellent customer service skills. Must be goal oriented and able to achieve individual goals as well as work as a team player to achieve departmental and/or Bank goals; Flexibility is necessary with the ability to adapt in an ever changing environment.


Computer Skills

To perform this job successfully, an individual must be proficient in:

  • Understand the concept of a Windows domain network.
  • Knowledge of Microsoft applications and Operating Systems

  • Knowledge of PC components and troubleshooting steps

  • Knowledge of printer components and troubleshooting steps

  • Experience with security control software (Web filtering, Anti-Virus, etc.)

  • An ability to quickly learn other bank related programs

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


The employee is required to regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. Frequent squatting or bending down to perform job functions. Use of hands to maintain desktop/laptop computer systems.


Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


This position may require individual to be on floor for installation of equipment.


The position requires some travel to attend various conferences and banking related programs. The position requires the ability to work before and after normal business hours to attend various community events and client meetings.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills, or working conditions.

ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for American with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.


Illinois National Bank is committed to Equal Employment Opportunity with respect to recruitment, hiring, training, promotion, and other terms and conditions of employment. It is INB's policy to afford equal opportunity to all employees and applicants for employment without regard to race, creed, color, sex, sexual orientation, age, marital status, national origin, disability, religion, veteran status, or any other basis prohibited by law. The EEO Law poster is available here: