Senior Technical Support Specialist

Main Street Bank•Wooster, OH

About The Position

Main Street Bank is seeking a Technical Support Specialist to join our growing IT Department! We offer: Highly competitive pay Generous PTO Excellent benefits Mileage and cell phone reimbursement Professional Development and Tuition Reimbursement Excellent 401k plan with up to 5% Company Match Think this might be the job for you? Read over the description of the job below and reach out to our HR Team soon! This position will fill quickly and we are looking for the right person to join our outstanding team of professionals! EEO Employer Drug Free Workplace Must be able to pass a background check and credit check The Senior Technical Support Specialist is responsible for delivering high-level technical support to bank employees while ensuring the smooth operation of the bank’s IT systems. In addition to troubleshooting and resolving complex hardware, software, and network issues, this role includes mentoring junior technical staff and providing cybersecurity training to enhance overall organizational security awareness. The Senior Technical Support Specialist will work closely with the IT team to maintain a secure, productive technology environment that supports the bank’s daily operations.

Requirements

Minimum of 3–5 years of technical support or helpdesk experience in a corporate environment, with proven experience handling advanced technical issues.
Experience in mentoring or leading junior staff and in delivering cybersecurity training or awareness programs is required.
Strong troubleshooting and problem-solving skills with a customer-focused attitude.
Proficiency in supporting Windows and/or macOS operating systems, standard business applications, and basic networking concepts.
Excellent verbal and written communication skills.
Ability to work independently and collaboratively in a fast-paced environment.
Familiarity with IT service management software and ticketing systems.
Strong organizational skills and attention to detail.
Solid understanding of cybersecurity best practices and awareness of current IT threats.
Associate’s or bachelor’s degree in information technology, Computer Science, or a related field preferred.
Relevant industry certifications preferred.

Responsibilities

Provide expert-level support to employees for complex hardware, software, and network issues.
Troubleshoot and resolve technical problems via phone, email, or in-person, ensuring minimal disruption to business operations.
Document incidents, solutions, and user interactions in the IT helpdesk system and contribute to a knowledge base for recurring issues.
Assist in the deployment, maintenance, and upgrading of desktops, laptops, and peripheral equipment.
Support the installation, configuration, and troubleshooting of business-critical applications and operating systems.
Collaborate with IT team members to implement routine system updates and security patches.
Mentor and provide guidance to junior technical support staff, offering training on troubleshooting techniques, customer service best practices, and internal IT procedures.
Lead regular team meetings and knowledge-sharing sessions to foster a collaborative and continuously improving support environment.
Serve as a point of escalation for complex technical issues and provide coaching to ensure effective resolution.
Develop and deliver cybersecurity training sessions for staff, ensuring employees understand security protocols, best practices, and current threats.
Work with the IT security team to update training materials and conduct periodic cybersecurity awareness programs.
Assist in monitoring compliance with IT security policies and proactively report vulnerabilities or incidents.
Provide consistent reporting / logs to Senior Management such as phone logs and training logs.
Be willing to work in multiple locations and share your time between the markets.
Collaborate with IT colleagues to identify recurring technical issues and recommend process improvements.
Participate in IT projects and initiatives, providing input on user impact and system usability.
Assist in testing and evaluating new technologies before deployment to ensure they meet business requirements and security standards.
Follow and enforce IT security policies and procedures to protect sensitive data.
Report any security incidents or vulnerabilities promptly to the appropriate IT personnel.
Ensure that all support activities comply with internal policies and regulatory requirements.