IT Service Desk Specialist - Decatur, United States - Busey Bank

    Busey Bank
    Busey Bank Decatur, United States

    1 month ago

    Default job background
    Description
    Position Summary
    The IT Service Desk Specialist Level I is responsible for handling inbound calls, tickets and assisting in the upgrade support of workstations. In addition, this position troubleshoots both software and hardware problems.

    Duties & Responsibilities
    • Respond to inbound calls and tickets in an efficient, courteous, and knowledgeable manner.
    • Ensure that all calls taken have been resolved and if not resolved, ensure escalation has been done and the associate has been contacted.
    • Maintain an open line of communication regarding events, outstanding issues, and client follow-up.
    • Assist with installation and/or upgrade of software and hardware.
    • Resolve problems by gathering information, determining the customers' needs, and conducting research to find a correct solution.
    • Acquire and maintain a working knowledge of a wide range of applications and systems.
    • Rebuild workstations when required to resolve support issues.
    • Maintain documentation for the calls received and job function responsibilities.
    • Administer Microsoft Active Directory, Exchange User Accounts, Computers, Resource Rooms, and Cisco phone users.
    Education & Experience

    Knowledge of:
    • Strong oral and written communication skills
    • Hardware and software programs
    • Mobile devices (iPad, iPhone, Android, etc.)
    Ability to:
    • Maintain confidentiality of Bank and customer information
    • Take independent action within established options and develops new procedures and approaches to problems when necessary
    • Analyze assignments based on a wide knowledge of many factors where application of advanced or technical concepts are required
    • Maintain visual attention and mental concentration for extended periods of time
    • Perform duties and make decisions with patience and tact under frequent time pressures
    • Frequently lift and carry computer equipment with the average of 20 pounds
    • Travel to service centers within the Busey market regularly to provide support and guidance.
    Education and Training:
    • Requires Associate's degree or 1 or more years of related experience.
    • Knowledge of Windows 7, Windows 8, and Windows 10 required.
    • Experience with Microsoft Server 2016 +, Intune, Microsoft 365, and Active Directory preferred.
    • Requires knowledge of Microsoft Office 2016, Microsoft Office 2019, and Microsoft 365 apps.
    Busey values a diverse and inclusive workplace and strives to recruit, develop and retain individuals with exceptional talent. A team with diverse talent, working together, is essential to Busey's commitment of delivering service excellence. Busey is an Equal Opportunity Employer including Disability/Vets. Visit to learn more about Busey's Equal Opportunity Employment.