Support Analyst

Wintrust•Rosemont, IL

About The Position

Wintrust provides community and commercial banking, specialty finance and wealth management services through its 16 bank charters and nine non-bank businesses. Wintrust delivers the sophisticated solutions of a large bank while staying true to the relationship-focused, personalized service of our community banking roots. We serve clients in all 50 states with more than 200 branch banking locations in Illinois, southwestern Florida, northwestern Indiana, west Michigan and southern Wisconsin and commercial banking offices in Chicago, Denver, Milwaukee, Grand Rapids, Mich., and in key branch banking locations throughout Illinois. Our people are the heart of our business and we are proud to rank consistently as a top place to work. Wintrust is a $66 billion financial institution based in Rosemont, Illinois, and listed on the NASDAQ Global Select Market under the symbol “WTFC.” Why join us? An award-winning culture! We are rated a Top Workplace by the Chicago Tribune (past 11 years) and Employee Recommended award by the Globe & Mail (past 6 years) Competitive pay and discretionary or incentive bonus eligible Comprehensive benefit package including medical, dental, vision, life, a 401k plan with a generous company match and tuition reimbursement to name a few Promote from within culture Why join this team? This position has the opportunity to interface with and have a positive impact on multiple areas of Wintrust's business We hold ourselves accountable to high standards, share wins, operate ethically, and have fun Position Overview The Support Analyst provides support, remotely, over the phone, onsite, or via email. They provide technical guidance to customers in response to service requests and accurately document technical issues to facilitate diagnostics and prompt solution. They also manage tickets in the support queue to ensure customers are kept up-to-date and tickets are escalated appropriately.

Requirements

Associate’s Degree or equivalent work experience
0-3 years of desktop support or related work experience
Basic experience working in an Active Directory environment
Proficiency with use of handheld wireless/cellular devices
Basic understanding of Microsoft and Apple PC operating systems also comfortable with contacting third parties for support

Responsibilities

Respond to service request queue items and resolve daily service and support requests
Adheres to established service level agreements
Thoroughly documents work performed in ticketing system
Installs, configures, troubleshoots, and repairs desktop and laptop computer systems, peripheral equipment and mobile devices
Follows process documentation and checklists to ensure standardization of work; proactively recommends documentations changes if necessary
Completes project tasks as assigned; meets project dates; schedules installations/upgrades and provides system maintenance in accordance with IT procedures; works on site specific department projects and/or sub-projects