IT User Support Specialist (Level 1 Support)

Merchants Bank Winona is seeking an IT User Support Specialist (Tier 1 Support) to join our team. Hours will vary between 7:30-5pm Monday-Friday with rotating coverage on Saturdays position will be the first point of contact for internal users experiencing technical issues and provide troubleshooting and support for issues related to user accounts hardware and software. Will troubleshoot and resolve basic issues and escalate to higher support as needed. Will maintain a high level of customer service ensure support tickets are logged and have a minimum of 1 year of experience in a customer service role. An Associates degree in Information Technology or related field preferred. Must have excellent communication and interpersonal skills strong troubleshooting and problem-solving skills and be able to work independently and as part of a team. Merchants Bank offers competitive wages and benefits for our full-time employees including health dental life disability and vision insurance; flexible spending accounts 401(k) and ESOP retirement plans; bonus plan; paid time off; tuition reimbursement; and a variety of voluntary supplemental insurance options. Pleaseclick on Apply Now or apply in personat Merchants Bank Winona (102 E 3rdStreet). Questions can be emailed to Bank is an Equal Opportunity Employer of women minorities protected veterans and individuals with Summary: The IT User Support Specialist serves as the first point of contact for internal users experiencing technical issues. This role provides front-line support via phone Teams chat and email for basic issues related to user accounts hardware and software. The specialist will use the organizations helpdesk system and operate within the computing and banking environments to ensure timely and effective resolution of support requests. This role is essential in ensuring a smooth and efficient resolution of user problems and maintaining high levels of customer satisfaction. Key Responsibilities:First-Level User Support: Provide initial user support for technical issues including user account hardware and software. Troubleshoot and resolve basic issues or escalate to higher-level support as Management: Create update and manage support tickets using the helpdesk system. Ensure accurate documentation of issues and Identification: Identify recurring or complex issues and escalate to Tier 2 or Tier 3 support as Setup: Configuration and installation of new workstations and peripheral hardwareKnowledge Base: Assist in developing and maintaining internal documentation FAQs and troubleshooting Service: Maintain a high level of customer service by being responsive empathetic and professional in all interactions with Collaboration: Employee will be expected to contribute to a positive working environment through words and will be expected to greet internal and external customers in a friendly and outgoing will be expected to take responsibility to ensure that internal and external customers receive outstanding and dependable attendance is an essential function of the jobEmployee may be asked to perform other duties as required by business needsEmployee will be expected to complete compliance and product knowledge assignments in a timely mannerQualifications:Education: High school diploma or equivalent. An associates degree in Information Technology or a related field is : Minimum of 1 year of experience in a customer service : Strong troubleshooting and problem-solving skills excellent communication and interpersonal skills and the ability to work independently and as part of a Qualifications:Experience with help desk ticketing systems and remote support in a phone support roleCertifications such as CompTIA A or Conditions:Little or no discomfort caused by environmental exposure to mental/visual fatigue resulting from research of complex systems travel hours are between 7:30-5pm M-F with rotating coverage on Saturdays 8-12pm Relationships:Responsible to the Desktop Administrator and Team Lead for fulfillment of functions responsibilities and authority and for their proper have extensive contact with department managers end-users and third-party application developers.