IT User Support Specialist (Tier 1 Support)

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 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 Apply online at www.merchantsbank.com/careers or in person at Merchants Bank, Winona (102 E 3^rd 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.
• 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 Comp TIA 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.
• 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.

Salary/Compensation: $22.45 - $26.97 per hour

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