IT User Support Specialist (Level 1 Support)

Merchants Bank • Winona, MN • 17h ago

Merchants Bank, Winona, is seeking an IT User Support Specialist (Tier 1 Support) to join our team. Hours will vary between 7:30-5pm Monday-Friday with rotating coverage on Saturdays 8-12pm.

This position will be the first point of contact for internal users experiencing technical issues and provide troubleshooting and support for issues related to user accounts, hardware and software. Will troubleshoot and resolve basic issues and escalate to higher support as needed. Will maintain a high level of customer service ensure support tickets are logged and updated.

Must have a minimum of 1 year of experience in a customer service role. An Associate's degree in Information Technology or related field preferred. 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 serves as the first point of contact for internal users experiencing technical issues. This role provides front-line support via phone, Teams chat, and email for basic issues related to user accounts, hardware, and software. The specialist will use the organization's helpdesk system and operate within the computing and banking environments to ensure timely and effective resolution of support requests. This role is essential in ensuring a smooth and efficient resolution of user problems and maintaining high levels of customer satisfaction.

Key Responsibilities :

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

Ticket Management: Create, update, and manage support tickets using the helpdesk system. Ensure accurate documentation of issues and resolutions.

Problem Identification: Identify recurring or complex issues and escalate to Tier 2 or Tier 3 support as appropriate.

Hardware Setup: Configuration and installation of new workstations and peripheral hardware

Knowledge Base: Assist in developing and maintaining internal documentation, 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.

Team Collaboration: 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 customer service 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.

Experience in a phone support role

Certifications such as CompTIA A+ 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.

Work hours are between 7:30-5pm M-F with rotating coverage on Saturdays 8-12pm

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

Hiring Min Rate 22.88 USD

Hiring Max Rate 27.45 USD

Similar Jobs

IT User Support Specialist (Level 1 Support)

Merchants Bank • Winona, MN • 17h ago

IT & Engineering

Merchants Bank, Winona, is seeking an IT User Support Specialist (Tier 1 Support) to join our team. Hours will vary between 7:30-5pm Monday-Friday with rotating coverage on Saturdays 8-12pm. This position will be the fir...

17h ago

Go to Apply

(USA) Tire & Battery Technician - Automotive

Walmart • Onalaska, WI • 1w ago

IT & Engineering

Position Summary... As a Tire & Battery Center Technician you will work to provide safe and efficient service in both the sales and service areas of the department and deliver to our members more of what they love, f...

1w ago

Go to Apply

ENGINEERING EQUIPMENT OPERATOR

U.S. Army Corps of Engineers • Fountain City, WI • 2w ago

IT & Engineering

Summary This is a public notice flyer to notify interested applicants of anticipated vacancies. Applications will NOT be accepted through this flyer. Interested applicants should review the "How to Apply" section of this...

2w ago

Go to Apply

SUPERVISORY ENGINEERING TECHNICIAN (CIVIL)

U.S. Army Corps of Engineers • Fountain City, WI • 2w ago

IT & Engineering

Summary This is a Direct Hire Authority (DHA) solicitation utilizing the DHA for Certain Personnel of the DoD to recruit and appoint qualified candidates to positions in the competitive service. About the Position: Serve...

2w ago

Go to Apply

Part Time Teller

Merchants Bank • Winona, MN • 17h ago

Finance, Accounting & Banking

Merchants Bank, Winona, is seeking a part-time Teller to join our team. This role will be 20 hours a week. Hours will vary to cover branch hours Monday-Friday and 2 to 3 Saturdays a month. This position be based at the d...

17h ago

Go to Apply

Retail Collections Manager

Merchants Bank • Winona, MN • 17h ago

Retail & Hospitality

Merchants Bank, Winona, is seeking a Retail Collections Manager. This position is responsible for supervision of the Customer Recovery staff and overseeing the collection of consumer, mortgage, and credit card accounts t...

17h ago

Go to Apply

Retail Collections Manager

Merchants Bank • Winona, MN • 17h ago

Retail & Hospitality

17h ago

Go to Apply

Part-time Item Processor

Merchants Bank • Winona, MN • 17h ago

Merchants Bank, Winona, has an opening for a part-time Item Processor (generally 15-20 hours/week). Starting times are 3pm Monday through Friday. Ending time will be between 6:30 - 7:30pm based on employee rotation. Duti...

17h ago

Go to Apply

Truck Driver - Home Weekly

Roehl Transport • Winona, MN • 21h ago

Trucking & Construction

Weekly Home Time & Dynamic Pay that better rewards you for your time & performance! You'll haul temperature-controlled freight across Wisconsin and into neighboring states AND get great home time too ! You'll typ...

21h ago

Go to Apply

Truck Driver - Home Weekly

Roehl Transport • Saint Charles, MN • 21h ago

Trucking & Construction

21h ago

Go to Apply

Subscribe to get new jobs sent directly to you
(no charge, cancel anytime)