IT Service Desk Specialist

Busey Bank • Champaign, IL

1d • $22 - $27

About The Position

The IT Service Desk Specialist Level I is responsible for handling inbound calls, tickets and assisting in the upgrade support of workstations. In addition, this position troubleshoots both software and hardware problems.

Requirements

• Strong oral and written communication skills
• Hardware and software programs
• Mobile devices (iPad, iPhone, Android, etc.)
• Maintain confidentiality of Bank and customer information
• Take independent action within established options and develops new procedures and approaches to problems when necessary
• Analyze assignments based on a wide knowledge of many factors where application of advanced or technical concepts are required
• Maintain visual attention and mental concentration for extended periods of time
• Perform duties and make decisions with patience and tact under frequent time pressures
• Frequently lift and carry computer equipment with the average of 20 pounds
• Requires Associate’s degree or 1 or more years of related experience.
• Knowledge of Windows 11 required.
• Requires knowledge of Microsoft Office 2016, Microsoft Office 2019, and Microsoft 365 apps.

Nice To Haves

• Experience with Intune, Microsoft 365, and Active Directory preferred.

Responsibilities

• Respond to inbound calls and tickets in an efficient, courteous, and knowledgeable manner.
• Ensure that all calls taken have been resolved and if not resolved, ensure escalation has been done and the associate has been contacted.
• Maintain an open line of communication regarding events, outstanding issues, and client follow-up.
• Assist with installation and/or upgrade of software and hardware.
• Resolve problems by gathering information, determining the customers’ needs, and conducting research to find a correct solution.
• Acquire and maintain a working knowledge of a wide range of applications and systems.
• Rebuild workstations when required to resolve support issues.
• Maintain documentation for the calls received and job function responsibilities.
• Administer Microsoft Active Directory, Exchange User Accounts, Computers, Resource Rooms, and Cisco phone users.
• Travel to service centers within the Busey market regularly to provide support and guidance.

Benefits

• Busey provides a competitive Total Rewards package in return for your time, talents, efforts and ultimately, results.
• Your personal and professional well-being—now and in the years to come—are important to us.
• Busey’s Total Rewards include a competitive benefits package offering 401(k) match, profit sharing, employee stock purchase plan, paid time off, medical, dental, vision, company-paid life insurance and long-term disability, supplemental voluntary life insurance, short-term and long-term disability, wellness incentives and an employee assistance program.
• In addition, eligible associates may take advantage of pre-tax health savings accounts and flexible spending accounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree