Frontline IT Help Desk Specialist (Level 1)

Merchants Bank; Winona (MN); On-site; USD 42,000 - 62,000; Full time

Job summary

Merchants Bank in Winona, MN seeks an IT User Support Specialist (Tier 1) to be the first contact for internal users with technical issues. The role includes front-line support via phone, Teams chat, and email for basic account, hardware, and software problems.

Hours are 7:30-5 Monday to Friday with rotating Saturday coverage 8-12. The ideal candidate has at least 1 year in customer service and strong problem-solving and communication skills.

Qualifications

• Must have a minimum of 1 year of experience in a customer service role.
• Associate's degree in Information Technology or related field preferred.
• Excellent communication and interpersonal skills; ability to work independently and as part of a team.

Responsibilities

• First-Level User Support: Provide initial user support for technical issues, including user accounts, hardware and software.
• Ticket Management: Create, update, and manage support tickets using the helpdesk system.
• Problem Identification: Identify recurring or complex issues and elevate to Tier 2 or Tier 3 support as appropriate.
• Hardware Setup: Configuration and installation of new workstations and peripheral hardware.
• Knowledge Base: Assist in developing and maintaining internal documentation, FAQs, and troubleshooting guides.
• Customer Service: Maintain a high level of customer service by being responsive, empathetic, and professional.

Skills

Troubleshooting

Communication

Teamwork

Education

High school diploma or equivalent

Associate's degree preferred

Job description

Merchants Bank in Winona, MN seeks an IT User Support Specialist (Tier 1) to be the first contact for internal users with technical issues. The role includes front-line support via phone, Teams chat, and email for basic account, hardware, and software problems.

Hours are 7:30-5 Monday to Friday with rotating Saturday coverage 8-12. The ideal candidate has at least 1 year in customer service and strong problem-solving and communication skills.