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Helpdesk Support Specialist

2 months ago


Osceola, Wisconsin, United States Midwest One Bank Full time

Position Overview:

At MidWestOne, we prioritize our employees as our greatest asset. As a community bank, we foster a culture rooted in integrity and exceptional customer service. Our team members are the cornerstone of our achievements. If you seek an organization that appreciates your contributions, nurtures your skills, and supports your personal and professional growth, we invite you to explore this opportunity.

Role Summary:
This entry-level helpdesk position is dedicated to providing first-tier support and managing IT incidents. The role involves troubleshooting and resolving issues related to Windows Operating Systems and applications, with the ability to escalate matters to the appropriate IT personnel when necessary.

Hybrid Work Eligibility:
After completing the training period, this position qualifies for hybrid or remote work arrangements.

Key Responsibilities:

  • Act as the initial point of contact for helpdesk incidents, effectively triaging, resolving, or escalating service requests.
  • Diagnose and address basic hardware and software issues using remote tools, adhering to established Service Level Agreements (SLAs).
  • Collaborate with senior IT staff to tackle more complex technical challenges.
  • Conduct maintenance on desktop computer systems, which may include:
    • Installation and configuration of PC hardware and software, including peripherals like printers and scanners.
    • Monitoring and applying necessary security updates and patches.
    • Making changes to Active Directory Security.
  • Maintain strong relationships with Information Services customers, proactively addressing their needs.
  • Participate in Service Delivery Team and Information Services Department meetings.
  • Assist in the upkeep of departmental procedure documentation.
  • Stay current with advancements in technology and information security risks.
  • Perform additional duties as assigned.

Benefits:

  • Competitive base salary with performance-based incentives.
  • Opportunities for career development and ongoing education.
  • Generous Paid Time Off, Paid Holidays, and Parental/Grandparent Leave.
  • Fully vested 401(k) Retirement Plan with company matching.
  • Comprehensive Medical, Dental, and Vision insurance.
  • Flexible spending and Health savings accounts with employer contributions.
  • Programs for Student Loan Debt Reduction and Tuition Assistance.
  • Employee Stock Ownership Plan.
  • Group life insurance provided by the employer, with options for additional coverage.
  • Long-term and short-term disability insurance offered by the employer.
  • Additional insurance options available, including Critical Illness and Accident insurance.
  • Wellness initiatives and programs.
  • Complimentary banking services and financial service discounts.
  • Special events such as Take Your Dog to Work Day.
  • Employee Rally Day to celebrate and recognize contributions.

Qualifications:

  • Associate's degree or equivalent combination of education and relevant work experience.
  • Technical school certification or a minimum of one year of related work experience is required; MCDST, COMPTIA A+, or similar certifications are preferred.
  • Strong understanding of information technology and information security principles.
  • Experience in the banking or financial sector is preferred.

At MidWestOne, we believe in uplifting others. Our RISE principles—Retention, Innovation, Support, and Empowerment—guide us in fostering a culture of diversity, inclusion, and belonging within our workplace and communities. We are committed to continuous learning to better understand and support individual differences, embrace strengths, and create opportunities for everyone to reach their full potential.