Technical Support Specialist II

Main Street Bank Corp.; Wooster (OH); On-site; USD 28,000 - 39,000; Full time

Job summary

Main Street Bank Corp. in Wooster, OH is seeking an IT Technical Support Specialist II to provide advanced end-user and branch technology support across our 21 locations.

You will lead day-to-day operations, troubleshoot hardware, software, and network issues, and ensure reliable branch technology performance. This on-site role requires 3–5+ years of IT support experience, a solid Microsoft 365 environment, basic networking, and strong customer service skills.

Qualifications

• 3–5+ years of IT support experience.
• Solid knowledge of Windows OS and endpoint management.
• Experience with Microsoft 365.
• Basic networking (Wi-Fi, VPN, connectivity troubleshooting).
• Strong customer service and communications skills.

Responsibilities

• Provide Tier II support for hardware, software, and network issues.
• Serve as primary IT contact for branch technology support (tellers, printers, scanners, connectivity).
• Support all locations (~21 branches) with on-site troubleshooting when required.
• Take ownership of tickets from intake to resolution and monitor SLAs.
• Document processes and maintain knowledge base; propose improvements to reduce recurring issues.

Skills

Windows OS

Endpoint management

Microsoft 365

Networking basics

Customer service

Tools

ManageEngine ServiceDesk Plus

Okta

Job description

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?

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.

Essential Duties and Responsibilities

Advanced End-User & Branch Support

• 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

Ticketing & Service Ownership

• 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

User Administration & Device Management

• 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)

Branch & Hardware Standardization

• Maintain consistency in branch technology setups
• Support new branch deployments and upgrades (e.g., Canfield launch)
• Track and manage IT asset inventory

Documentation & Process Improvement

• Maintain and improve support documentation and knowledge base
• Recommend improvements to reduce recurring issues and increase efficiency

Required Qualifications

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

Preferred Qualifications

• Experience in banking or multi-branch environments
• Familiarity with:
  • ManageEngine ServiceDesk Plus
  • Microsoft 365
  • Okta

Licensing or Certification Requirements

Relevant industry certifications preferred.