Support Analyst Level 1 - Tech Ops & Finance

WesBanco Bank, Inc.•Bowie, MD

8h•$23 - $25

About The Position

As an entry-level member of the IT Service Desk, the Support Analyst Level 1 provides first-contact technical support for end users. This role focuses on triage, basic troubleshooting, request fulfillment, and accurate documentation, escalating issues per defined procedures.

Requirements

Basic knowledge of Windows Operating Systems.
Basic understanding of Citrix environment and remote access technologies.
Basic understanding of Active Directory (user lookups, group membership).
Basic knowledge of Microsoft 365 applications (Outlook, Teams, OneDrive, Word/Excel/PowerPoint).
Basic knowledge of computer hardware and peripherals.
Basic knowledge of enterprise printing and common printer troubleshooting.
Basic knowledge of SLA adherence.
Basic use of ITSM tools.
Basic Knowledge of asset management.
Basic cybersecurity awareness (phishing, MFA issues).
Awareness of network fundamentals (TCP/IP, DHCP, DNS) sufficient for first-level triage.
Familiarity with mobile devices (iOS/Android) for email and security enrollment.
Strong customer service, communication, and documentation skills.
Ability to learn quickly and follow standard operating procedures.
Understanding and adherence to performance metrics (e.g., ticket quality, response times).

Responsibilities

Serves as the first point of contact via phone, email, chat, and ticketing system for IT incidents and requests.
Performs initial triage, basic troubleshooting, and password/account resets using documented procedures.
Resolves common workstation issues (e.g., printing, network connectivity, software installation errors).
Documents all interactions, symptoms, steps taken, and resolution in the service desk ticketing system.
Follows defined escalation paths to Level 2/3 and third-party vendors when needed.
Updates and maintain knowledge base articles.
Assists and train peers and end users on application functions.
Participate in on-call rotations as scheduled; occasional weekends will be required.
Delivers professional, customer-focused service with clear communication and regular follow-up.
Maintains up-to-date knowledge of banking regulations and internal policies.
Completes all assigned compliance and security training within deadlines.
Follows all data privacy, security, and acceptable use policies in accordance with federal banking standards.

Benefits

17 days of PTO (Paid Time Off)
5 days of STD (Short Term Disability)
11 annual paid holidays and 1 float holiday
medical, dental, and vision
Health Care Flexible Spending
Dependent Care Flexible Spending
Transportation Fringe Benefit Plan
Group Life
Long Term Disability
Optional Life
access to voluntary benefit products such as Cancer, Term & Universal Life, Accident, Short-Term Disability and Critical Illness policies, and other ancillary benefit products
401(k) with employee match