Technical Support Specialist II

IT Technical Support SpecialistMain Street Bank is searching for a new early-to-mid career level IT Technical Support Specialist to join our growing IT Team supporting our 21 branches, Loan Production Office and Corporate Headquarters, located in northeastern, and east-central Ohio and western West Virginia!THIS IS AN ON-SITE, IN PERSON (NON REMOTE ELIGIBLE) POSITION. We will not consider any applicants that will now or in the future require sponsorship. Relocation is not available.This is a full-time hourly, overtime eligible position that will be based out of our Wooster, OH Corporate office, with regional daytime travel required to branches, so reliable transportation is required; mileage and time are paid.MSB offers competitive hourly pay, excellent medical, dental, vision, life insurance, short and long term disability, 401k with company match, generous PTO and paid holidays, and a stable, growing company that promotes from within, and invests in training and professional development of our people.Position Summary:Focus: End-User Operations & Branch TechnologyThe IT Support Specialist II provides advanced technical support to end users while leading day-to-day support operations across all Main Street Bank locations. This role ensures consistent service delivery, rapid issue resolution, and reliable branch technology performance.Essential Duties and Responsibilities:Advanced End-User & Branch SupportProvide Tier II support for hardware, software, and network-related issuesServe as primary IT contact for branch technology support (teller systems, printers, scanners, connectivity)Support all locations (~21 branches), including onsite troubleshooting when requiredTicketing & Service OwnershipTake ownership of tickets from intake through resolutionEnsure proper prioritization and SLA adherence within the IT service desk platformIdentify trends in support tickets and proactively address root causesUser Administration & Device ManagementExecute onboarding/offboarding tasks in coordination with system administrators: Device provisioning and configurationAccount setup support (as directed by Cynthia)Manage endpoint lifecycle (deployment, refresh, retirement)Branch & Hardware StandardizationMaintain consistency in branch technology setupsSupport new branch deployments and upgrades (e.g., Canfield launch)Track and manage IT asset inventoryDocumentation & Process ImprovementMaintain and improve support documentation and knowledge baseRecommend improvements to reduce recurring issues and increase efficiencyRequired Qualifications:· 3–5+ years of IT support experience· Strong knowledge of:o Windows OS and endpoint managemento Microsoft 365 environmento Basic networking (Wi-Fi, VPN, connectivity troubleshooting)· Strong customer service and communication skillsPreferred Qualifications:· Experience in banking or multi-branch environments· Familiarity with:o ManageEngine ServiceDesk Pluso Microsoft 365o OktaLicensing or Certification Requirements:Relevant industry certifications preferred.