Help Desk Specialist
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About The Position
First Merchants Bank is seeking a Help Desk Specialist to join our team! This position will provide helpdesk support for customer issues. As part of this role you will perform initial triage of incoming and end-user computer issues and problems, requires quick problem and issue identification. Document all problem tickets per pre-defined and standardized process. Provide accurate and professional resolution on all supported issues; assign 'trouble' tickets while working in a fast-paced environment. Update customer on status of open tickets. Accept responsibility/ownership for all assigned problem tickets from creation to resolution or to the point of escalation. Utilize knowledge base to attempt to issue resolution; escalate difficult, unknown or undocumented issues to next level or higher. Research and analyze options for problem resolution using the troubleshooting database, peers and the Internet. Complete periodic attestation, control and performances procedures as deemed necessary. Mentor Level 1 staff. Provide Telecommunications and Data Infrastructure support as needed with aid and oversight from Network Services Department. Provide server support as needed with aid and oversight from Network Services Department. Plan and provide maintenance on all existing current computer installations on a periodic basis. Install new computer equipment required by the Corporation. Interact with employees at all levels and with computer vendors in performing duties. Install updated software applications to existing computers throughout the Corporation as required.
