Role Description: As part of a diverse and skilled Customer Experience team, you will be tasked with providing infrastructure support to UFS bank customers. You’ll answer questions via phone and e-mail about IT applications and functions, issue resolution and training. The ideal candidate will have a background within IT and experience with a financial institution. This position works under the leadership of the Managed Services Manager and VP of Customer Experience and in collaboration with other teammates across the company.

Primary Responsibilities: Overall accountability for this role includes but is not limited to:

  • Answer, evaluate and prioritize service requests received via phone, voicemail, email, etc.
  • Log and track all requests using company’s customer management tracking system, including documenting all actions taken to resolve requests
  • Document resolutions/technical information in a central location for knowledge sharing internally and with customers
  • Install, configure, harden and maintain client/server hardware, software and related Microsoft technologies
  • Provide technical support for client/server applications, including banking related applications
  • Participate in assessments, project planning and client meetings
  • Participate in technical projects as directed by the leadership team
  • Work with third party vendors on behalf of customers
  • Perform daily checks to ensure system availability and successful backup execution
  • Collaborate with team members to resolve more complex problems and escalate as needed
  • Test and deploy new software and procedures, installations, conversions and upgrade activities
  • Resolve remote access issues, network connectivity, VPN and LAN/WAN connectivity issues
  • Analyze and evaluate service requests to identify trends and make recommendations

Key Attributes: In addition, a qualified individual will possess the following values:

  • Enjoy working in a team-oriented, collaborative environment
  • Strong analytical, creative problem-solving and troubleshooting skills
  • Motivated, curious and independent learner with a strong sense of ownership and accountability
  • Ability to work effectively with deadline requirements
  • Excellent verbal and written communication skills
  • Excel at managing multiple projects and responsibilities in a fast-paced, customer-centric environment with a focus on accuracy and details
  • Effective time-management, prioritization and scheduling skills
  • Take ownership of customers issues and follow problems through to resolution

Education & Experience:

  • Technical degree in related field is desired
  • 3 to 5 years IT infrastructure support experience desired
  • Robust understanding of Microsoft desktop solutions
  • Prior experience providing customer service via phone or in-person required
  • Recent (within the last 5 years) experience at a financial institution (bank and/or credit union) preferred

Our Competitive Benefits Package: 

  • Paid vacation and holidays
  • 401k program with employer match up to 6%
  • Medical Insurance
  • Dental Insurance
  • Vision Insurance
  • Life Insurance
  • Long- term and Short- term Disability Insurance

Personal and Professional Development:

  • Ongoing Professional Development
  • Vibrant Leadership Development Program
  • Optional Employee and Family Events: fun stuff like zoo trips, ball games, Christmas parties and cook-outs
Accessibility: If you need an accommodation as part of the employment process please contact Human Resources at
Phone: 262-376-3000

Equal Opportunity Employer, including disabled and veterans.

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