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 11 required.
- CompTIA A+ certification preferred or obtained within 6 months of employment.
- Experience with Microsoft Server 2016 +, Intune, Microsoft 365, and Active Directory preferred.
- Requires knowledge of Microsoft 365 apps.
Compensation and Benefits
Salary offered is based on factors, including but not limited to, the job duties, required qualifications and relevant experience, and local market trends. The role may be eligible for bonus or incentives based on company and individual performance.
(Base Pay Range: $21.00 - $27.00/hour)
Busey provides a competitive Total Rewards package in return for your time, talents, efforts and ultimately, results. Your personal and professional well-being—now and in the years to come—are important to us. Busey’s Total Rewards include a competitive benefits package offering 401(k) match, profit sharing, employee stock purchase plan, paid time off, medical, dental, vision, company-paid life insurance and long-term disability, supplemental voluntary life insurance, short-term and long-term disability, wellness incentives and an employee assistance program. In addition, eligible associates may take advantage of pre-tax health savings accounts and flexible spending accounts. Visit Busey Total Rewards for more information.
Equal Opportunity
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.
Unsolicited Resumes
Busey Bank, and its subsidiaries, does not accept any liability for fees for resumes from recruiters or employment agencies ("Agency"), without a binding, written recruitment agreement between Busey and Agency describing the services and specific job openings ("Agreement"). Busey may consider any candidate for whom an Agency has submitted an unsolicited resume and explicitly reserves the right to hire those candidate(s) without any financial obligation to the Agency, unless an Agreement is in place. Any email or verbal contact with any Busey associate is inadequate to create a binding agreement. Agencies without an Agreement are requested not to contact any associates of Busey with recruiting inquiries or resumes. Busey respectfully requests no phone calls or emails.
