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 Busey.com/Careers to learn more about Busey’s Equal Opportunity Employment.