Help Desk Technician

Objectives of this Role

• Serve as a key member of the Information Systems Team to support, secure, and continuously enhance the enterprise network, ensuring data integrity, recoverability, and improved operational efficiency through modern tools and emerging technologies, including AI‑assisted monitoring and automation.
• Support end‑user application software, hardware, and endpoint systems while documenting configurations, troubleshooting steps, and contingency procedures — incorporating AI‑powered diagnostic insights where applicable.
• Provide phone, email, remote, and on‑site technical support to end users, leveraging AI‑enabled helpdesk tools, ticket triage, and knowledge‑base suggestions to accelerate issue resolution. Ensure all inventory and asset documentation remains up to date.
• Collaborate daily with other technicians, demonstrating professionalism, punctuality, teamwork, and a willingness to support management on special initiatives — including those involving AI adoption, user training, and process transformation
• Position requires a highly organized and self-motivated individual.

Essential Functions

• Respond to helpdesk requests via phone, email, or Microsoft Teams, to assign and schedule repairs efficiently.
• Minimize system downtime and deliver exceptional customer service to internal and external clients by proactively identifying recurring issues and applying predictive analytics to prevent future disruptions
• Assist employees with hardware and software issues using AI‑supported troubleshooting assistants to streamline problem identification
• Apply systems analysis techniques, consulting with users to determine hardware, software, and system functional specifications.
• Support Microsoft Windows 11, Office 365 applications, and associated cloud tools, including emerging AI‑powered Microsoft Copilot features.
• Track all work orders, follow up with end users, and ensure timely resolution of open issues.
• Perform password resets and account unlocks for Microsoft, Laser Pro, and Jack Henry systems, following secure access protocols and optionally leveraging AI‑based identity risk scoring where available.
• Deliver a service‑oriented experience with professionalism and empathy, using AI tools when appropriate to help guide responses and solutions.
• Design, develop, document, analyze, and support modifications to computer systems and workflows, including exploring opportunities to incorporate machine learning, automation scripts, and AI‑based monitoring to enhance efficiency.
• Weekend support twice a month for half a day on Sat

Other Duties

• This job description is not exhaustive and may evolve. Duties, responsibilities, and activities may change at any time with or without notice, including participation in AI adoption initiatives, testing emerging tools, and assisting in digital‑transformation projects.

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Skills and Qualifications

• Strong ability to work with end users and team members in a collaborative, service‑focused environment.
• High school diploma or equivalent required; additional technical certifications are strongly preferred.
• Excellent communication, customer service, and time‑management skills.
• Strong commitment to accuracy, efficiency, and continuous improvement — including openness to leveraging AI‑powered support tools
• Microsoft Certified Product Specialist (MCP), A+, or equivalent certifications in Windows or Office 365 are strongly preferred.
• Minimum of 3 years’ experience in a Microsoft‑based environment preferred; familiarity with AI‑enabled productivity tools is a plus
• Willingness to be available 24/7 for emergency support.
• Ability to travel between branches without advance notice.
• Reliable personal transportation.
• Home access to high‑speed internet is required.

Physical Demands

• Regularly required to communicate clearly and effectively, including by phone or video.

• Must be able to safely move, transport, or install equipment between locations as needed.
  
  

AAP/EEO Statement

• Midwest BankCentre is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities.