Help Desk Technician

Mercantile Bank•Grand Rapids, MI

1d•Onsite

About The Position

Join Mercantile Bank as a Full Time Help Desk Technician and embark on an exciting career in the technology field! This is a unique opportunity for individuals eager to learn and grow, with a strong passion for delivering exceptional customer service. As a Help Desk Technician at Mercantile Bank, you will play a crucial role in supporting end-users with resolving technical issues related to their systems, phones, and PCs. You will serve as the primary point of contact for internal bank IT Help Desk support, promptly addressing incoming inquiries through various channels. Your commitment to providing superior customer service will ensure that users have the necessary tools to perform their jobs effectively. By triaging support calls, recording inquiries, and resolving tickets efficiently, you will contribute to a seamless IT support experience. Additionally, you will have the opportunity to provide training to end-users, create documentation for common issues, and demonstrate exceptional problem-solving skills. If you thrive in a dynamic, customer-centric environment and enjoy troubleshooting technical challenges, this position is perfect for you.

Requirements

Understanding of Windows operating systems.
Knowledge of PC hardware components.
Proficiency in software troubleshooting.
Effective time management.
Ability to function well in a fast-paced environment.
Strong organization and attention to detail.
Exceptional interpersonal and customer service skills.
Flexibility to travel to Mercantile Bank locations.
Ability to lift moderate weights.
At least 1 year of related experience.
Two-Year college degree or specialist certifications.
Must be able to work the required schedule of 8am - 5pm Monday thru Friday and every sixth Saturday from 8:30am - 12pm. Comp time is provided when working a Saturday.

Responsibilities

Assist and train internal Mercantile Employees with hardware and software issues and upgrades.
Deliver quick and creative solutions.
Learn and grow your career in technology.
Support end-users with resolving technical issues related to their systems, phones, and PCs.
Serve as the primary point of contact for internal bank IT Help Desk support, promptly addressing incoming inquiries through various channels.
Triage support calls, record inquiries, and resolve tickets efficiently.
Provide training to end-users.
Create documentation for common issues.
Demonstrate exceptional problem-solving skills.