nCino
cloud banking
ITSpecialist
“IT Specialist at nCino. Respond to escalated IT support requests. Analyze and troubleshoot complex issues”
What You'll Achieve.
Reduce future ticket volume
Industry & Context.
Independently analyzes and resolves escalated technical issues; Break down multi-faceted technical problems; analytical and problem-solving skills with systematic approach to diagnosing complex issues
What They're Looking For.
Must Have
Undergraduate degree in Computer Science, Information Technology, or related field with 2+ years of IT support experience or equivalent combination of education and experience, Proven ability to independently troubleshoot and resolve complex technical issues across multiple technology domains, knowledge of Windows and macOS operating systems with advanced troubleshooting capabilities, Experience with enterprise applications, productivity tools, and collaboration platforms used in corporate environments, Understanding of networking fundamentals, user account management, and IT security best practices, Experience with IT service management tools and ticketing systems for managing support workflows, Excellent customer service skills with ability to communicate technical information clearly to non-technical audiences, analytical and problem-solving skills with systematic approach to diagnosing complex issues, Ability to mentor junior team members and share knowledge effectively, organizational skills with ability to manage multiple concurrent support requests and projects, Professional communication skills for interacting with users at all organizational levels, Commitment to continuous improvement and staying current with technology trends
Nice to Have
Multiple IT certifications (CompTIA A+, Network+, Microsoft, Apple, or similar), Experience with mobile device management platforms and enterprise deployment tools, ITIL Foundation certification or knowledge of IT service management frameworks
What You'll Do.
Respond to escalated IT support requests
Analyze and troubleshoot complex issues
Break down multi-faceted technical problems
Implement solutions with minimal supervision
Manage and prioritize global IT Help Desk queue
Assess ticket risk and impact
Troubleshoot complex hardware issues
Resolve advanced software configuration problems
Manage user account lifecycle
Document troubleshooting processes and resolutions
Lead new employee onboarding technology setup
Participate in IT projects and initiatives
Stay current with emerging technologies
Leverage advanced technologies
How You'll Work.
Team & Collaboration
Collaborates across IT teams to solve multi-faceted problems; Collaborate with specialized IT teams; Contribute technical expertise
Communication Scope
Communicate technical information clearly to non-technical audiences; Professional communication skills
Process & Methodology
Cross-functional IT projects, Manage multiple concurrent support requests and projects
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