Associated Bank is an equal opportunity employer committed to creating a diverse workforce. We support a work environment where colleagues are respected and given the opportunity to perform to their fullest potential. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants with a disability who need assistance applying for a position with Associated Bank are asked to email: EMAIL_HIDDENob SummaryProvide company-wide support to all front-line and back office colleagues on a variety of hardware, software and business application issues. Support will include the identification, research and resolution for issues following the ITIL framework for Incident Management. Issues are reported to the Service Desk via alerts, email, instant messaging (IM), phone, self-service, voice mail and walk-up. Incumbent will rely on knowledge documents and pre-established guidelines along with their own technical and troubleshooting skills to perform the functions of the job. They will seek additional help on complex issues from other Service Desk specialists (including Service Desk Specialists Level II's), IT support staff and vendors. In addition, person will provide input and assistance to support Incident, Problem and Change Management as well as Application Provisioning.Compliance StatementFully complies with all applicable enterprise policies and procedures. Acts in compliance with all applicable laws and regulations as outlined in training materials, including but not limited to Bank Secrecy Act. Responsible for reporting suspicious activity to Financial Intelligence. Responsible to report all customer complaints as prescribed and procedure violations to management or HR. Responsible to report ethical concerns as needed to Associated's anonymous Ethics Hotline.Key Result AreasAnalysis, Customer Service, Collaboration, Documentation, Documentation of processes and procedures, Logical Thinking, Operational/Procedural Activities, Problem Solving, Process Improvement, Quality Assurance, Research, Time Management, Troubleshooting, Other Daily Incident Management & Other Ability to Prioritize Tasks in a Fast Paced EnvironmentJob AccountabilitiesProvide in-depth level 1 technical support for colleagues both on site/off site on multiple hardware devices including Voice and Data lines, ATMs, Mobile devices (Smart phone's/Tablets), Video conference equipment, Multi-Function printers, UPS alerts, and SCOM alerts.Provide concierge level support for Executive Leadership including video conference and desk side support.Facilitate and follow company security policy including but not limited to Data Loss Prevention (DLP), End Point Encryption-Provide, Malware, SPAM, and Secure email.Software Installs-When necessary, install/reinstall software on numerous end user devices.Demonstrate the ability to extract details of an issue and document accurately the information provided from our colleagues. This information is to be entered into our incident tracking tool and the Service Desk will perform trouble-shooting best practices with non-technical customers in a professional and courteous manner.Demonstrate the ability to live the Associated Bank brand by providing a high degree of customer service to address and identify colleague needs to achieve satisfaction.Demonstrate the ability to quickly learn and adapt to the changing IT needs of our colleagues and become proficient in software and business application skills. This will ensure the Service Desk continues to operate in a highly professional and proficient manner.Act as a liaison by coordinating interactions and resolutions of incidents among IT and other Associated Bank business line resources exercising a strong teamwork attitude in "real time".Quickly identify the specifics of an issue and identify a reasonable means to a speedy resolution. Notify appropriate technical sources when high level support is necessary. Ensure that all high and critical priority incidents are escalated to management through timely management alert pages. Document concise and accurate "DOC" summaries by ensuring that they are written and submitted in a timely manner for reporting in the Daily Operations Call.Follow up with colleagues on incidents to ensure the issue is resolved to their satisfaction. Maintain accurate incident entries of contact and with resolution details.Maintain accurate documentation as it relates to IT supported hardware, software and business applications ensuring the Knowledge Base and Service Desk SOP's are continuously updated with the most current information available.Expected to be familiar with changes in Associated Bank's environment as well as keeping up to date with concepts, practices, current news, problems, and procedures relevant to the banking industry and adjust internal processes accordingly.Prioritizing daily incidents appropriately and communicating with the support teams to identify and address outstanding issues according to the priority assigned.Ensure that all requests for assistance are properly logged, assigned and responded to in a timely manner and according to the SOP's.Establishes and maintains incident control procedures for the support teams and ensures that these are incorporated into the work flow process.