Frontline IT Support Specialist (Tier 1)

Merchants-Bank; Winona (MN); On-site; USD 42,000 - 64,000; Full time

Job summary

Merchants Bank in Winona, MN is seeking an IT User Support Specialist (Tier 1) to be the first point of contact for internal users, handling basic hardware and software issues. You will log, track, and update helpdesk tickets, perform basic device setup, and assist with knowledge base creation while delivering friendly, professional support.

Hours are 7:30 AM to 5:00 PM, Monday to Friday, with rotating coverage on Saturdays 8 AM to 12 PM; strong communication and teamwork are essential in this

Qualifications

• High school diploma or equivalent; an associate's degree preferred.
• Minimum 1 year in a customer service role.
• Strong troubleshooting and communication skills; able to work independently or in a team.

Responsibilities

• Provide initial user support for technical issues via multiple channels.
• Create and manage support tickets using the helpdesk system.
• Identify recurring issues and escalate to Tier 2/3 as needed.
• Configure and install hardware for new workstations.
• Maintain internal documentation and knowledge base.
• Deliver excellent customer service and collaborate with team.

Skills

Troubleshooting

Communication

Interpersonal

Teamwork

Education

High school diploma

Associate degree preferred

Tools

Help desk ticketing

Remote support tools

Job description

Merchants Bank in Winona, MN is seeking an IT User Support Specialist (Tier 1) to be the first point of contact for internal users, handling basic hardware and software issues. You will log, track, and update helpdesk tickets, perform basic device setup, and assist with knowledge base creation while delivering friendly, professional support.

Hours are 7:30 AM to 5:00 PM, Monday to Friday, with rotating coverage on Saturdays 8 AM to 12 PM; strong communication and teamwork are essential in this