Help Desk Technician

Job Description

Job Description

Join Mercantile Bank as a Full Time Help Desk Technician and embark on an exciting career in the technology field! This is a unique opportunity for individuals eager to learn and grow, with a strong passion for delivering exceptional customer service. This position will be located in Troy, MI and will support our Mercantile and Eastern Michigan Bank locations on the east side of the state.

Primary responsibilities:

• Eagerly assist and train internal Mercantile Employees with hardware and software issues and upgrades.
• Deliver quick and creative solutions.
• Learn and grow your career in technology.

Why Mercantile Bank

Mercantile Bank was founded by entrepreneurs who believed building strong relationships and communities is accomplished through collaboration and innovation. It's more than being a financial institution, it's being a trusted ally and community partner. As Michigan's largest community bank, our roots are deeply embedded in the diverse communities we serve. Our commitment to our customers and community is at the core of all we do.

As an employee of Mercantile Bank, you will receive competitive compensation, bonus opportunities, and best-in-class benefit options. With a minimum of 3 weeks' vacation, sick time, 11 paid holidays, generous 401k match of 5%, company paid life insurance, tuition reimbursement, IVF and adoption assistance, zero-interest loans for fitness equipment and business attire, discounted bank services, employee stock purchase plan, 529 savings plans, health savings accounts, flexible spending accounts, legal protection, exceptional training and development opportunities, and encouragement to connect with community through volunteer opportunities.

A Look into Your Day

As a Help Desk Technician at Mercantile Bank, you will play a crucial role in supporting end-users with resolving technical issues related to their systems, phones, and PCs. You will serve as the primary point of contact for internal bank IT Help Desk support, promptly addressing incoming inquiries through various channels. Your commitment to providing superior customer service will ensure that users have the necessary tools to perform their jobs effectively. By triaging support calls, recording inquiries, and resolving tickets efficiently, you will contribute to a seamless IT support experience.

Additionally, you will have the opportunity to provide training to end-users, create documentation for common issues, and demonstrate exceptional problem-solving skills. If you thrive in a dynamic, customer-centric environment and enjoy troubleshooting technical challenges, this position is perfect for you.

What We're Looking For

To excel as a Help Desk Technician at Mercantile Bank, candidates should possess a range of technical skills and competencies. Required software knowledge includes an understanding of Windows operating systems, PC hardware components, and proficiency in software troubleshooting.

Successful candidates will demonstrate excellence in competencies such as effective time management, the ability to function well in a fast-paced environment, strong organization and attention to detail, and exceptional interpersonal and customer service skills. Additionally, flexibility to travel to Mercantile Bank locations and lift moderate weights is necessary for this role.

Requirements:

• At least 1 years of related experience
• Two-Year college degree or specialist certifications
• Must be able to work the required schedule of 8am - 5 pm Monday thru Friday and every sixth Saturday from 8:30am - 12pm. Comp time is provided when working a Saturday.
• Must be able to travel to Mercantile Bank and Eastern Michigan Bank locations on the east side of the state for troubleshooting, set up and IT support.

A little about the schedule

Our Help Desk team provides support from 7am – 6pm Monday through Friday and 8:30am – 12pm on Saturday. This position will primarily work from 8am – 5pm Monday thru Friday with the possibility of covering 7am – 4pm shifts, also. Each team member will rotate the Saturday coverage.