Senior IT Support Specialist

This position is based in Northbrook, IL, and requires the ability to be in the office.

Overview:

SmartBiz Bank offers a broad range of business banking solutions to small businesses across the U.S. – solutions built specifically to serve the dynamic needs of entrepreneurs and foster the growth of the small business community. SmartBiz Bank’s commitment to transparency and personalized customer service offers an unparalleled banking experience, ensuring small businesses have the financial services they need to grow and thrive.  Headquartered in Northbrook, Illinois, with an additional office in Austin, Texas, we are proud to serve both our local and national small business communities.

Sr. IT Support Specialist 

Our IT team is at the heart of ensuring the company is able to perform at its highest level. We are a small but mighty team, providing excellent customer service for the company day to day, while continually seeking opportunities to improve so we can scale and better support the organization. This role is a critical component of the IT team, with the opportunity to have a large impact on the company as a whole.  

The ideal candidate will be inspired to make a large impact and contribute to Smartbiz’ success, all while balancing scrappiness and an eye for opportunities to improve.

Candidates must be located in Austin TX or willing to relocate. This is a hybrid position with 2 days a week in office but could change based on business needs.

How You Will Make An Impact:

• Be a primary contact for technical issues
• Serve as first-line tech support and escalation point for Smartbiz company-wide,  along with supporting the technical success of team events in Austin when needed
• Provide advanced support for all internal applications and systems
• Assist with IT-focused projects (system upgrades, rollouts, remediation, etc.)
• Help drive helpdesk acumen and efficiency within IT and cross-functionally 
• Work towards automation on repetitive IT tasks and improve on internal IT systems and processes
• Administer a wide variety of SaaS products while striving for a team-centric environment & knowledge-sharing approach 
• Draft and maintain both procedural and technical documentation
• Apply your knowledge of best in class tools and learn constantly about new ones
• Ensure escalated tickets are assigned and handled appropriately - SLA-focused heroes needed!
• Work cross-functionally and be an integral part of the growth of SmartBiz

Deliverables You Will Be Measured On:

• Ability to maintain composure in stressful situations
• Ability to follow company and department policies and procedures  
• Project manager mindset: you listen, scope the work, take ownership, communicate budget and timelines, and you can complete a project with minimal supervision
• Retrospectives: you enjoy understanding what could have been done better/differently and how to incorporate those learnings into your work

What We Are Looking For:

• 6+ years progressive experience in IT Support in a Mac-centric environment
• Proficient in administration of OKTA workflows/automation & JAMF Pro/Radar
• Deep working knowledge of helpdesk system administration and acumen.  JIRA and Confluence preferred
• High competency in cloud-based SaaS tools like Google Workspace, Slack, Ring Central, Bamboo HRIS, & Pagerduty to name a few
• Strong ability to process and retain highly technical information
• Experience with Asset Management, Procurement, and Vendor management tools/methodologies
• Innate customer focus and ability to interact with end users at every level all the way to C-suite
• Experience with Google meeting rooms, A/V setup and running All Hands meetings when needed

Bonus Points if you have:

• JAMF, OKTA & Google certifications
• A/V background 
• Incident Management experience
• ITIL background

Opportunities & Benefits at SmartBiz Bank:

• Mission-driven culture focused on small business banking.
• Competitive compensation and equity participation where applicable.
• Employer-paid medical, dental, vision, life, and disability insurance for eligible employees and dependents.
• 401(k) retirement plan.
• Flexible vacation policy.

-- SmartBiz Bank is an Equal Opportunity employer and proud to provide equal employment opportunity to all job seekers without regard to any status protected by applicable law.   California residents can learn more about how we use your information by visiting https://sites.google.com/view/smartbizloans-employment-ccpa