About Us:

Umpqua Bank is headquartered in the Pacific Northwest with 5,000 employees and offers banking services to customers throughout the nation. It’s an especially exciting time to join our team as, following the recent merger with Columbia Bank, we have grown to become a leading western-based regional bank with more than $50B in assets under management and an unwavering commitment to our associates, our customers, and our communities.

We create a great place to work by offering a special brand of relationship banking and by providing a culture where associates thrive. Associates who embody our core values fit in well here and we are eager to meet candidates who demonstrate behaviors that align with Trust, Ownership, Growth, Empathy, Teamwork, Heart, Enjoyment, and Relationships.

About the Role:

Provides support services to internal and/or external users for software, applications, hardware, and telecommunications related issues. Troubleshoot core bank applications, Microsoft applications, hardware errors, and Operating System. Collect information, open tickets, perform triage, and resolve or escalate issues related to new hardware/software requests, network, application software and telecommunications to the appropriate staff.

• Assist and support users with the use of core banking applications, standard software, Windows, MS Office, and other related banking business solutions. Answer, evaluate, and prioritize incoming telephone, voicemail, email, and Self-Service site requests for assistance.
• Maintain the Technical Support Software (HEAT) by identifying trends and accurately capturing details to enable the incident Management function to improve IT processes and systems through accurate reporting. Create and update documentation on established Technical Support procedures and processes, problem resolution steps, and escalation procedures. Make recommendations to management on updates and changes needed.
• Identify and troubleshoot hardware, software, operating system, mobility, and telecommunication issues.
• Responsible for installing, configuring, troubleshooting, and resolving incidents with respect to networking and desktop environments, including LANs, WANs, remote access, and VPNs.
• Perform diagnostic techniques to identify problems, investigate causes, and recommend solutions to correct common failures utilizing remote access tools.
• Responsible for performing installations and configuring computers/laptops using standard processes and tools.
• Partner in a 24X5 global support team. May be required to be on-call during specific times/projects. Escalates complex problems to higher level of expertise within the organization.
• 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 "The Business Bank of Choice.”
• May perform other duties as assigned.

About You:

• H.S. Diploma required.
• Bachelor’s Degree in information technology preferred.
• Less than 2 years of IT related Help Desk experience required.
• Knowledge of TCP/IP Protocols and PC knowledge, including hardware and software configuration, directory tree structure, Windows Messaging services, Active Directory, and Internet Explorer.
• Working knowledge of Windows Operating Systems, Microsoft Office software package, Active Directory, and system management tools. Proficient in MS Office Suite, Enterprise Networks, banking computer system, and print device troubleshooting in a networked environment.
• Possess outstanding customer service skills and the ability to communicate highly technical information to both technical and non-technical staff.
• Good research, analytical, problem solving, and troubleshooting skills. Ability to manage time efficiently and work under stressful conditions.
• Good working understanding of computer hardware architecture concepts and technology related terminology. Ability to effectively log tickets in call tracking software.
• Basic understanding of accounting/record keeping. Bank related experience preferred.
• Demonstrate continuing education through independent studies, monthly subscriptions, and periodicals.

Our Benefits:

We offer a competitive total rewards package including base wages and comprehensive benefits. The pay range for this role is $18.00 to $26.00, and the pay rate for the selected candidate is dependent upon a variety of non-discriminatory factors including, but not limited to, job-related knowledge, skills, and experience, education, and geographic location. The role may be eligible for performance-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 is an equal opportunity and affirmative action employer committed to employing, engaging, and developing a diverse workforce. All qualified applicants will receive consideration for employment without 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: careers@umpquabank.com

To Staffing and Recruiting Agencies:

Our posted job opportunities are only intended for individuals seeking employment at 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 resumes to this site or to any Umpqua Bank employee and any such submissions will be considered unsolicited unless requested directly by a member of the Talent Acquisition team.