IT User Support Specialist (Level 1 Support)

Merchants Bank•Winona, MN

19h•$23 - $27•Onsite

About The Position

Merchants Bank, Winona, is seeking an IT User Support Specialist (Tier 1 Support) to join our team. Hours will vary between 7:30-5pm Monday-Friday with rotating coverage on Saturdays 8-12pm. 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. 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.

Requirements

Minimum of 1 year of experience in a customer service role.
High school diploma or equivalent.
Strong troubleshooting and problem-solving skills.
Excellent communication and interpersonal skills.
Ability to work independently and as part of a team.
Regular and dependable attendance is an essential function of the job.

Nice To Haves

An associate's degree in Information Technology or a related field is preferred.
Experience with help desk ticketing systems and remote support tools.
Experience in a phone support role.
Certifications such as CompTIA A+ or similar.

Responsibilities

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.
Create, update, and manage support tickets using the helpdesk system.
Ensure accurate documentation of issues and resolutions.
Identify recurring or complex issues and escalate to Tier 2 or Tier 3 support as appropriate.
Configuration and installation of new workstations and peripheral hardware.
Assist in developing and maintaining internal documentation, FAQs, and troubleshooting guides.
Maintain a high level of customer service by being responsive, empathetic, and professional in all interactions with end-users.
Contribute to a positive working environment through words and actions.
Greet internal and external customers in a friendly and outgoing manner.
Take responsibility to ensure that internal and external customers receive outstanding service.
Complete compliance and product knowledge assignments in a timely manner.