Duties/Responsibilities

• Respond to inbound technical calls and helpdesk 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.
• Proactively determine ways to improve support/service and reduce the number of inbound calls.
• 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

• Requires Associate’s degree or 2 or more years of related experience.
• Knowledge of Windows 10 required.
• Experience with Microsoft Windows Servers and Active Directory preferred
• Requires knowledge of Microsoft Office 365.

Qualifications
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

Busey believes that diversity and inclusion among our teammates is critical to our success as a company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

Equal Opportunity Employment is a priority for Busey and all qualified applicants will receive consideration regardless of race, color, religion, national origin, genetic information, sex (including pregnancy), age, sexual orientation, gender (including gender identity and expression), marital status, military status, veterans status, citizenship status, disability, order of protection or any other characteristic protected by applicable law or other non-merit based factors.