Help Desk Technician
About The Position
Midwest BankCentre is recognized as one of St. Louis’ Top Workplaces, fostering a culture of engagement, collaboration, diversity, inclusion, and innovation. The company is dedicated to making long-term investments in communities to promote shared prosperity, community and economic development, and diversity and inclusion. This role is a key part of the Information Systems Team, responsible for supporting, securing, and enhancing the enterprise network, ensuring data integrity, recoverability, and operational efficiency through modern tools, including AI-assisted monitoring and automation. The technician will support end-user application software, hardware, and endpoint systems, documenting configurations, troubleshooting steps, and contingency procedures, with an emphasis on incorporating AI-powered diagnostic insights. Responsibilities also include providing technical support via phone, email, remote, and on-site channels, utilizing AI-enabled helpdesk tools and knowledge-base suggestions for efficient issue resolution. The position requires daily collaboration with other technicians, demonstrating professionalism, punctuality, and teamwork, and supporting management on special initiatives such as AI adoption, user training, and process transformation. A highly organized and self-motivated individual is sought for this role.
Requirements
- Strong ability to work with end users and team members in a collaborative, service‑focused environment.
- High school diploma or equivalent.
- Excellent communication, customer service, and time‑management skills.
- Strong commitment to accuracy, efficiency, and continuous improvement — including openness to leveraging AI‑powered support tools.
- Willingness to be available 24/7 for emergency support.
- Ability to travel between branches without advance notice.
- Reliable personal transportation.
- Home access to high‑speed internet is required.
- Minimum of 3 years’ experience in a Microsoft‑based environment.
Nice To Haves
- Additional technical certifications.
- Microsoft Certified Product Specialist (MCP), A+, or equivalent certifications in Windows or Office 365.
- Familiarity with AI‑enabled productivity tools.
Responsibilities
- Serve as a key member of the Information Systems Team to support, secure, and continuously enhance the enterprise network, ensuring data integrity, recoverability, and improved operational efficiency through modern tools and emerging technologies, including AI‑assisted monitoring and automation.
- Support end‑user application software, hardware, and endpoint systems while documenting configurations, troubleshooting steps, and contingency procedures — incorporating AI‑powered diagnostic insights where applicable.
- Provide phone, email, remote, and on‑site technical support to end users, leveraging AI‑enabled helpdesk tools, ticket triage, and knowledge‑base suggestions to accelerate issue resolution.
- Ensure all inventory and asset documentation remains up to date.
- Collaborate daily with other technicians, demonstrating professionalism, punctuality, teamwork, and a willingness to support management on special initiatives — including those involving AI adoption, user training, and process transformation.
- Respond to helpdesk requests via phone, email, or Microsoft Teams, to assign and schedule repairs efficiently.
- Minimize system downtime and deliver exceptional customer service to internal and external clients by proactively identifying recurring issues and applying predictive analytics to prevent future disruptions.
- Assist employees with hardware and software issues using AI‑supported troubleshooting assistants to streamline problem identification.
- Apply systems analysis techniques, consulting with users to determine hardware, software, and system functional specifications.
- Support Microsoft Windows 11, Office 365 applications, and associated cloud tools, including emerging AI‑powered Microsoft Copilot features.
- Track all work orders, follow up with end users, and ensure timely resolution of open issues.
- Perform password resets and account unlocks for Microsoft, Laser Pro, and Jack Henry systems, following secure access protocols and optionally leveraging AI‑based identity risk scoring where available.
- Deliver a service‑oriented experience with professionalism and empathy, using AI tools when appropriate to help guide responses and solutions.
- Design, develop, document, analyze, and support modifications to computer systems and workflows, including exploring opportunities to incorporate machine learning, automation scripts, and AI‑based monitoring to enhance efficiency.
- Weekend support twice a month for half a day on Sat.
- Participation in AI adoption initiatives, testing emerging tools, and assisting in digital‑transformation projects.
Benefits
- Community Focus: Be part of a community bank that values and actively supports the St. Louis area.
- Competitive Compensation: We offer a comprehensive salary and benefits package.
- Professional Growth: Opportunities for continuous learning and development.
- Impactful Work: Play a key role in shaping the credit strategy and success of our organization.
- Collaborative Culture: Work in a supportive and dynamic environment that values teamwork and innovation.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
101-250 employees
