What are the responsibilities and job description for the IT Service Desk Specialist | Champaign position at Busey?
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
Education & Experience
Knowledge of:
Ability to:
Education and Training:
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.
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
Education and Training:
- Requires Associate's degree or 1 or more years of related experience.
- Knowledge of Windows 10, Windows 11, 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.
