IT User Support Specialist (Tier 1 Support)

Merchants Bank • Winona, MN • 5h ago

Merchants Bank, Winona, is seeking an IT User Support Specialist (Tier 1 Support) to join our team.

Hours are generally between 8:00 am - 5:00 pm Monday - Friday with a rotating "on call" coverage to 6:00 pm. Also, a rotating "on call" Saturday coverage from 7:30 am - 12:00 pm (generally 1-2 Saturdays/month).

This position will be the first point of contact for end-users experiencing technical issues, providing basic troubleshooting and support for hardware, software, and network problems. Will troubleshoot and resolve basic issues and escalate to higher support as needed. Will maintain a high level of customer service, create and maintain knowledge base solutions to common problems, and ensure support tickets are logged and updated.

An Associate's degree in Information Technology or related field preferred. Must have a minimum of 1 year of experience in a help desk or technical support role. Must have excellent communication and interpersonal skills, strong troubleshooting and problem-solving skills, and be able to work independently and as part of a team.

Merchants Bank offers competitive wages and benefits for our full-time employees including health, dental, life, disability and vision insurance; flexible spending accounts, 401(k) and ESOP retirement plans; bonus plan; paid time off; tuition reimbursement; and a variety of voluntary supplemental insurance options.

Please click on Apply Now or apply in person at Merchants Bank, Winona (102 E 3rd Street). Questions can be emailed to hr@merchantsbank.com. Merchants Bank is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.

Job Summary :

The IT User Support Specialist will be the first point of contact for end-users experiencing technical issues, providing basic troubleshooting and support. This role is essential in ensuring a smooth and efficient resolution of user problems and maintaining high levels of customer satisfaction. This role will also provide support in assisting and backing up the IT Hardware Specialist.

Key Responsibilities :

First-Level User Support: Provide initial user support for technical issues, including hardware, software, and network problems. Troubleshoot and resolve basic issues or escalate to higher-level support as needed.

Ticket Management: Log and manage support tickets using the help desk ticketing system. Ensure all tickets are accurately documented and updated with relevant information.

Problem Identification: Identify recurring issues and escalate them to Tier 2 support or other relevant teams for further investigation and resolution.

Knowledge Base: Contribute to the creation and maintenance of a knowledge base with solutions to common problems, FAQs, and troubleshooting guides.

Customer Service: Maintain a high level of customer service by being responsive, empathetic, and professional in all interactions with end-users.

System Monitoring: Monitor system alerts and notifications to identify potential issues and take appropriate action to prevent or resolve them.

Employee will be expected to contribute to a positive working environment through words and actions.

Employee will be expected to greet internal and external customers in a friendly and outgoing manner.

Employee will be expected to take responsibility to ensure that internal and external customers receive outstanding service.

Regular and dependable attendance is an essential function of the job

Employee may be asked to perform other duties as required by business needs

Employee will be expected to complete compliance and product knowledge assignments in a timely manner

Qualifications:

Education: High school diploma or equivalent. An associate's degree in Information Technology or a related field is preferred.

Experience: Minimum of 1 year of experience in a help desk or technical support role.

Skills: Strong troubleshooting and problem-solving skills, excellent communication and interpersonal skills, and the ability to work independently and as part of a team.

Preferred Qualifications :

Experience with help desk ticketing systems and remote support tools.

Familiarity with ITIL processes and best practices.

Certifications such as CompTIA A+, ITIL Foundation, or similar.

Working Conditions:

Little or no discomfort caused by environmental factors.

Some exposure to mental/visual fatigue resulting from research of complex systems issues.

Some travel required.

Hours may be unpredictable due to installations, configuration, research, and updates that must be performed outside of normal banking hours.

Relationships:

Responsible to the Desktop Administrator and Team Lead for fulfillment of functions, responsibilities, and authority, and for their proper interpretation.

Will have extensive contact with department managers, end-users, and third-party application developers.

Job Details

Job Family IT User Support Specialist (Level 1 Support)

Pay Type Hourly

Employment Indicator Seasonal

Hiring Min Rate 22.45 USD

Hiring Max Rate 26.97 USD

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