at First Busey Corporation in Decatur, Illinois, United States
Job Description
Position SummaryThe 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.
EOE of Minorities/Females/Vets/Disability
