Technical Support Specialist II

IT Technical Support Specialist

Main 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 Technology

The 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 Support

• Provide Tier II support for hardware, software, and network-related issues
• Serve as primary IT contact for branch technology support (teller systems, printers, scanners, connectivity)
• Support all locations (~21 branches), including onsite troubleshooting when required

Ticketing & Service Ownership

• Take ownership of tickets from intake through resolution
• Ensure proper prioritization and SLA adherence within the IT service desk platform
• Identify trends in support tickets and proactively address root causes

User Administration & Device Management

• Execute onboarding/offboarding tasks in coordination with system administrators:
  • Device provisioning and configuration
  • Account setup support (as directed by Cynthia)
• Manage endpoint lifecycle (deployment, refresh, retirement)

Branch & Hardware Standardization

• Maintain consistency in branch technology setups
• Support new branch deployments and upgrades (e.g., Canfield launch)
• Track and manage IT asset inventory

Documentation & Process Improvement

• Maintain and improve support documentation and knowledge base
• Recommend improvements to reduce recurring issues and increase efficiency

Required Qualifications:

· 3–5+ years of IT support experience

· Strong knowledge of:

o Windows OS and endpoint management

o Microsoft 365 environment

o Basic networking (Wi-Fi, VPN, connectivity troubleshooting)

· Strong customer service and communication skills

Preferred Qualifications:

· Experience in banking or multi-branch environments

· Familiarity with:

o ManageEngine ServiceDesk Plus

o Microsoft 365

o Okta

Licensing or Certification Requirements:

Relevant industry certifications preferred.