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Req ID:  4471
Location: 

Joliet, IL, US, 60432

IT Technical Support Specialist I

FT/PT:  Full-Time

First Midwest, with assets over $18 billion, is the premier relationship-based banking franchise in the dynamic Chicagoland banking market. As one of the Chicago metropolitan area's largest independent bank holding companies, First Midwest provides the full range of commercial, retail banking, and wealth management services through some 120+ offices located in communities in metropolitan Chicago, Northwest Indiana, Central and Western Illinois, and Eastern Iowa. 

POSITION SUMMARY:

Provide first level support during and after hours for the users on all current software and hardware. Responsible for repairs on computer systems, hardware, and computer peripherals. Provide first level phone support for IT users at our corporate office, branch banks and operation centers as well as field technical support as needed.

REQUIRED EDUCATION, EXPERIENCE AND SKILLS:
  • High school diploma or equivalent GED required
  • Additional college coursework preferred
  • 1-3 years working experience in Windows Operating Systems
  • Microsoft Office O365
  • 1-3 years troubleshooting desktop/laptop computer issues
  • 1-3 years exposure to hardware/software troubleshooting
  • A+ Certification preferred
  • Strong team player with excellent communication skills (verbal/written)
  • Outstanding phone etiquette and customer service skills
  • Ability to maintain professional demeanor under stress
  • Ability to work independently and as part of a cohesive team
  • Position may require the need to travel to other branch or meeting locations.
  • Ability to occasionally work flexible shifts and to adapt to changing work schedules
DUTIES/RESPONSIBILITIES:

Provide hands-on IT field work, hardware repair and maintenance during and after hours as necessary:

  • Maintains, analyzes, troubleshoots, and repairs computer systems, hardware, and computer peripherals
  • Maintains spare parts inventory for hardware repair
  • Timely response (per defined standards) to dispatches for system issues, repair and maintenance and IT requisitions
  • Completes required paperwork

Provide first level IT phone support during business hours, support and occasional email support to end users for:

  • PC, Laptops
  • LAN, File servers
  • Printer/peripherals
  • Telephones, Network connectivity, Circuits (data/voice)
  • Platform software (Teller Insight, IBS Insight, STAR, etc.)
  • Desktop operating systems (Windows/all versions)
  • Desktop software
  • First Midwest Intranet
  • Internet Explorer (all versions)
  • Electronic mail (internal and external with O365)

Maintain and log all calls made into the Service Desk and Vendor Line via LANDesk - This includes all follow-up and associated updates until the call is resolved and the end user is satisfied

  • Escalate calls to support vendors, and internal IS staff as necessary after all means available to the Service Desk have been exhausted
  • Responsible for logging and escalating any chronic problems to the Technical Support Service Desk Supervisor
  • Provide follow-up for the users when questions arise on status of problems and requests
  • Troubleshoot problems and documents efforts in the Problem Database for future problem resolution
  • Manage work and call flow to successfully reach departmental goals on abandon calls, wait time, processing time, etc.
  • Responsible for receiving and responding to calls concerning power outages, Host Network outages, File / Enterprise Server outages

First Midwest Bank continually looks for highly motivated and talented individuals. Our people are critical to the Bank's strategy and success. In return we offer competitive salaries, a bonus plan, outstanding benefits like 401K plus 6% company contribution, generous vacation plan, certification and continuing education support, and opportunities for career growth.

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
Please view Equal Employment Opportunity Posters provided by OFCCP here and Supplement here.