Desktop Administrator and Team Lead (Tier 3 Support)

Merchants Bank supervisory opening for a Desktop Administrator and Team Lead (Tier 3 Support). The preferred work location is Winona, MN but may work out of any of our office locations in MN and WI.

This position will be responsible for configuring, maintaining, and supporting our company's computer desktop environment, ensuring that desktop devices, software, and hardware are secure, functional, and compliant with company policies. Additionally, this role will involve leading a team of IT support specialists, providing guidance, and ensuring the efficient operation of the help desk. This role will also provide user support in assisting and backing up the Tier 1 and 2 support specialists. Will have extensive contact with department managers, end-users, and third-party application developers.

Requires 5 years experience in desktop support with at least 2 years in a team lead role. An Information Technology degree or related field preferred. Must have strong problem solving skills, excellent written and verbal communication skills, and ability to work independently and as part of a team.

Merchants Bank offers competitive wages and benefits for our full-time employees including health, dental, life, disability and vision insurance; flexible spending accounts, 401(k) and ESOP retirement plans; bonus plan; paid time off; tuition reimbursement; and a variety of voluntary supplemental insurance options.

Please click on Apply Now or apply in person at any Merchants Bank location. Questions can be emailed to hr@merchantsbank.com Merchants Bank is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.

Key Responsibilities:

• Third-Level User Support: Provide user support for technical issues, including hardware, software, and network problems. Troubleshoot and resolve basic issues or escalate to higher-level support as needed.
• Desktop Support: Provide advanced support for desktop systems, including troubleshooting hardware and software issues, and ensuring optimal performance.
• System Configuration: Configure and deploy desktop systems, including operating system installation, software setup, and network configuration.
• Security Compliance: Oversight of security compliance. This involves ensuring that desktop devices, software, and hardware are secure and compliant with company policies
• User Training: Provide training and support to end-users on the use of desktop systems and software applications.
• Software Management: Install, update, and manage software applications, ensuring compatibility with the operating system.
• Hardware Maintenance: Perform regular maintenance and upgrades on desktop hardware, including memory, storage, and peripherals.
• Documentation: Maintain accurate records of desktop configurations, software licenses, and support requests.
• Team Leadership: Lead and mentor a team of IT support specialists, providing guidance, training, and performance evaluations. Ensure the team meets its objectives and provides high-quality support to end-users.
• Collaboration: Work closely with other IT team members to ensure seamless integration of desktop systems with network and server infrastructure. Collaborate on projects and provide input on desktop-related decisions.
• IT Service Management: Assess the end point management features and procedures of the IT Service Management platform.
• Employee will be expected to contribute to a positive working environment through words and actions.
• Employee will be expected to greet internal and external customers in a friendly and outgoing manner.
• Employee will be expected to take responsibility to ensure that internal and external customers receive outstanding service.
• Regular and dependable attendance is an essential function of the job
• Employee may be asked to perform other duties as required by business needs
• Employee will be expected to complete compliance and product knowledge assignments in a timely manner

Qualifications:

• Education: 2 year Information Technology associated degree preferred, or a related field.
• Experience: Minimum of 5 years of experience in desktop support, with at least 2 years in a team lead role.
• Skills: Strong troubleshooting and problem-solving skills, excellent communication and interpersonal skills, and the ability to work independently and as part of a team.

Preferred Qualifications:

• Experience with remote desktop support tools and ticketing systems.
• Familiarity with ITIL processes and best practices.
• Certifications such as CompTIA A , Microsoft Certified: Modern Desktop Administrator Associate, or similar.

Working Conditions:

• Little or no discomfort caused by environmental factors.
• Some exposure to mental/visual fatigue resulting from research of complex systems issues.
• Some travel required.
• Hours may be unpredictable due to installations, configuration, research, and updates that must be performed outside of normal banking hours.

Relationships:

• Responsible to the Technology Infrastructure Manager for fulfillment of functions, responsibilities, and authority, and for their proper interpretation.
• Will have extensive contact with department managers, end-users, and third-party application developers.