IT Help Desk Technician

Job Description

Job Description

Mercantile Bank, a United Community Bank, is seeking an IT Technician to join our helpdesk team. This individual will work from our Quincy, Illinois locations and will be responsible for end user computing support. They will also provide additional support to our System Administrators. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of approved diagnostics and help tools, as well as require the individual to give hands on help at the desk level.

Essential Duties and Responsibilities:

• Evaluate urgency of issues, select, and take appropriate steps toward resolution or escalation
• Install hardware and peripheral components such as monitors, keyboards, printers and scanners
• Load appropriate software packages such as operating systems, networking components and office applications
• Provide telephone, in-person and online support to end-users
• Keep all assigned non-ticket tasks up to date along with resolution dates for each task
• Responsible for imaging and building workstations and laptops
• Responsible for patching user machines and servers
• Responsible for Active Directory user changes, maintenance, and general housekeeping
• Assist in providing support for audio/visual equipment in conference and training rooms
• Working knowledge of mobile device technologies and OS
• Responsible for printer maintenance and troubleshooting including print server and print queues
• Responsible for the development and maintenance of all end user Desktop FAQs and "How To" articles
• Escalate network/technical issues to IT Helpdesk Manager, and provide sufficient information to maintain continuity to assist with troubleshooting and problem resolution
• Provide proactive communication and notification to users of pending or upcoming problems, outages, or other service issues
• Other related duties as assigned

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Computer Requirements:

• Proficiency in Microsoft Office (Word, Excel, Access, and Power Point)
• Experience using ITI/Director a plus

Education/Experience Requirements:

• Associate's degree or Vocational training in Computer Science/MIS or equivalent experience preferred
• Experience with Powershell, SQL, JavaScript, XML or similar scripting and logic experience a plus

Additional Requirements:

• Previous customer service skills preferred
• Strong attention to detail and accuracy
• Strong time management and organizational skills
• Ability to practice discretion and handle confidential information in a professional manner
• Ability to handle sensitive and confidential situations and comprehend the level of confidentiality that comes along with the position and protecting employee's, customer and Bank information
• Problem Solving/Analysis skills
• Ability to communicate effectively with customers and coworkers
• Ability to read, write and comprehend simple instructions, short correspondence and memos
• Ability to perform basic mathematical calculations and to work with mathematical concepts and apply them to work situations
• Ability to manage and execute more than one task at a time
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Ability to independently perform duties, establish priorities and meet deadlines with limited supervision
• Ability to adhere to safety and compliance regulations and procedures
• Knowledge of financial institution regulations
• Ability to exercise sound judgement that is consistent with established policies, procedures and business practices
• General knowledge of bank procedures and how they apply to other areas of the bank

Attendance Requirements:

Employees are expected to report to work as scheduled, on time and prepared to start work. Employees are expected to remain at work for their entire work schedule. Late arrival, early departure or other absences from scheduled hours should be avoided.

Certificates, licenses, or registrations:

• None required

Working Conditions:

This job operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical requirements:

• Requires bending, stooping or standing as necessary
• Requires the ability to hear, speak and/or signal people
• Effectively communicate verbally, in writing, and in English
• Requires manual dexterity, typing, and the ability to key in transactions
• The employee may occasionally lift and/or move up to 25 pounds

Benefits:

The following benefit programs are available to all employees:

• 401(k) retirement plan (requires 60 days of employment, age 20)
• Paid Leave Time
• Free checking account including identity theft and cellphone protection, Roadside Assistance and more
• Free savings account & Safety Deposit Box
• Cashier's checks

In addition, the following benefits are available to all full-time employees after meeting eligibility requirements:

• Vacation time (requires 30 days of employment)
• Sick/Personal Time (requires 90 days of employment)
• Holidays
• Jury Duty leave
• Health Insurance (requires 60 days of employment)
• Dental Insurance (requires 60 days of employment)
• Vision Insurance (requires 60 days of employment)
• Life Insurance (requires 60 days of employment)
• Short-Term Disability Insurance (requires 60 days of employment)
• Long-Term Disability Insurance (requires 60 days of employment)
• Section 125 Cafeteria Plan including Flexible Spending Accounts (requires 60 days of employment)
• Tuition Reimbursement
• Military Leave

Some benefit programs require contributions from the employee and all begin on the first of the month after eligibility is met. Certain benefits provided by United Community Bank are governed by plan documents.

Please visit https://ucbbanks.com/careers for more information on UCB's complete benefit package.