Support Analyst

Wintrust Financial Corporation • Rosemont, IL

1d • $50,000 - $55,000 • Onsite

About The Position

The Support Analyst provides first-line IT support and troubleshooting to Wintrust employees across the enterprise. Providing best-in-class desktop support, remotely, over the phone, onsite or via email. Responsible for providing technical guidance to customers in response to service requests and accurately document technical issues to facilitate diagnostics and prompt solutions. Managing tickets in the support queue to ensure customers are kept up-to-date.

Requirements

• Strong logical thinking and troubleshooting ability.
• Cause and effect reasoning is essential.
• Comfortable and effective communication via phone.
• Empathetic, friendly, and a genuine interest in technology.
• Strong adherence to policies and procedures.

Nice To Haves

• Experience with Delinea for Privileged Access Management, a plus.
• Experience with Dameware or LogMeIn Rescue, a plus.
• Prior experience working in a regulated environment, preferred.

Responsibilities

• Providing support to Wintrust employees via phone and assigned tickets; part of a phone que using ACD system.
• Handle and support 25+ incidents daily.
• Serve as first line support/troubleshooting for all internal Wintrust employees.
• Work assigned tickets in addition to phone que assignments.
• Escalate to supervisors/ L2/ L3 as needed; document all work accordingly.

Benefits

• Medical Insurance
• Dental
• Vision
• Life insurance
• Accidental death and dismemberment
• Short-term and long-term Disability Insurance
• Parental Leave
• Employee Assistance Program (EAP)
• Traditional and Roth 401(k) with company match
• Flexible Spending Account (FSA)
• Employee Stock Purchase Plan at 5% discount
• Critical Illness Insurance
• Accident Insurance
• Transportation and Commuting Benefits
• Banking Benefits
• Pet Insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed