Technical Support Specialist II

Main Street Bank Corp.•Wooster, OH

1d•Onsite

About The Position

Main Street Bank is searching for a new early-to-mid career level IT Technical Support Specialist to join our growing IT Team supporting our 21 branches, Loan Production Office and Corporate Headquarters, located in northeastern, and east-central Ohio and western West Virginia! THIS IS AN ON-SITE, IN PERSON (NON REMOTE ELIGIBLE) POSITION. We will not consider any applicants that will now or in the future require sponsorship. Relocation is not available. This is a full-time hourly, overtime eligible position that will be based out of our Wooster, OH Corporate office, with regional daytime travel required to branches, so reliable transportation is required; mileage and time are paid. MSB offers competitive hourly pay, excellent medical, dental, vision, life insurance, short and long term disability, 401k with company match, generous PTO and paid holidays, and a stable, growing company that promotes from within, and invests in training and professional development of our people. A full position description is below. Think this might be a good fit? Apply today and let's start the conversation! Position Summary: Focus: End-User Operations & Branch Technology The IT Support Specialist II provides advanced technical support to end users while leading day-to-day support operations across all Main Street Bank locations. This role ensures consistent service delivery, rapid issue resolution, and reliable branch technology performance.

Requirements

3–5+ years of IT support experience
Strong knowledge of: Windows OS and endpoint management
Strong knowledge of: Microsoft 365 environment
Strong knowledge of: Basic networking (Wi-Fi, VPN, connectivity troubleshooting)
Strong customer service and communication skills

Nice To Haves

Experience in banking or multi-branch environments
Familiarity with: ManageEngine ServiceDesk Plus
Familiarity with: Microsoft 365
Familiarity with: Okta
Relevant industry certifications preferred.

Responsibilities

Provide Tier II support for hardware, software, and network-related issues
Serve as primary IT contact for branch technology support (teller systems, printers, scanners, connectivity)
Support all locations (~21 branches), including onsite troubleshooting when required
Take ownership of tickets from intake through resolution
Ensure proper prioritization and SLA adherence within the IT service desk platform
Identify trends in support tickets and proactively address root causes
Execute onboarding/offboarding tasks in coordination with system administrators
Device provisioning and configuration
Account setup support (as directed by Cynthia)
Manage endpoint lifecycle (deployment, refresh, retirement)
Maintain consistency in branch technology setups
Support new branch deployments and upgrades (e.g., Canfield launch)
Track and manage IT asset inventory
Maintain and improve support documentation and knowledge base
Recommend improvements to reduce recurring issues and increase efficiency