Help Desk Support, Sr. jobs in Appleton, WI

We know what you're thinking. "What kind of name is IncredibleBank?"

Well, we're glad you asked.

With a name like IncredibleBank, we have a lot to live up to. Our name is a promise we make every day to our customers and to our team members (and hey, that could be you!). A promise that we strive to be incredible in everything we do. A promise that will help our customers, fellow team members, and our communities to do the incredible.

At IncredibleBank, we're all about ICE. What's ICE? ICE stands for Incredible Customer ExperienceTM (that's right - an experience so good and so important we trademarked it). ICE illustrates the core values that drive everything we do - how we conduct business, how we treat each other, and how we continuously strive to build on our model of customer-focused banking. Our core values have been in place for more than 50 years and continue to influence every aspect of our operation today.

So - how can you help us live up to our name?

About the Role

We are eager to discuss the prospect of you joining our team as our next incredible team member!

This position reports to the Technology Services Manager at our IncredibleBank Support Center location in Wausau, WI and allows you to partner with other team members and key stakeholders to provide Incredible Customer Experiences of your own! Duties and responsibilities may include:

• Ensure efficient handling of customer inquiries, technical issues, and service requests; serve as the primary point of contact for customer inquiries, technical issues, and service requests, providing timely and effective resolutions and documentation.
• Use ticketing system to prioritize and track customer inquiries, technical issues, and service requests based on urgency and impact on business operations.
• Develop and implement best practices and procedures to streamline support processes and improve team efficiency.
• Collaborate with other departments to address complex technical issues and provide seamless customer support.
• Stay up to date on industry trends, technologies, and best practices to continually enhance the help desk operation.
• Foster a positive and collaborative work environment that promotes teamwork, accountability, and continuous learning.
• Maintain documentation and knowledge base articles to support team members and facilitate self-service resolution for customers.
• Ensure compliance with service level agreements (SLAs) and strive to meet or exceed performance targets for customer satisfaction and resolution times.
• Build and manage software patches and upgrade packages; ensures desktops remain updated with current releases.
• Stage, configure, and deploy new hardware including but not limited to desktop computers, laptops, mouse, keyboards, printers, scanners (check and full-page) and headsets.
• Install, upgrade, and configure network printing, directory structures, rights, security, software and files services.
• Perform network troubleshooting to isolate and diagnose common network problems; make repairs and corrections where required.
• Create and maintain network user accounts, user environments, directories, and security for employee Active Directory information.
• Provides end user training on various software applications to promote efficient utilization.
• Create and update application documentation to ensure the proper creation, delegation, and deletion of users.

This is a regular full-time hourly non-exempt position, averaging approximately 40 hours/week. Schedule may vary between the hours of 8:00 am to 5:30 pm CST Monday through Friday.

Intermittent travel may be requested to support the bank's branch network locations and end users.

This position will work on-site at our IncredibleBank branch location in Wausau, WI on 17th Avenue.

About You

You do what is right over what is easy. You don’t settle for good enough. You’re driven to learn and grow. You recognize your impact on the customer experience, regardless of your role.

Those attributes are just a few things our incredible employees have in common.

And, if you are looking for an opportunity to join an innovative team, we’d be so excited to learn a little more about you and your interest in joining the team! Our recommended and preferred qualifications are:

• Associate's degree or equivalent from a two-year college or technial school in an IT related field.
• 3 plus years of IT related experience and/or training; or equivalent combination of education and experience.
• Have knowledge of Microsoft O365 and corresponding Microsoft O365 apps; Internet browsers and software; OS software for both PC and server; database software, patching and build software; mobile applications and management.
• Experience with support ticket management systems (Kace, Jira, Zendesk, etc..)
• General understanding of bank applications preferred (Jack Henry Xperience, Docusign, Hyland Onbase, Info Access, Info Capture, Encompass, LaserPro)

About Our Benefits and Compensation

Our promise of ICE extends to our employees as well. Our employees are our greatest asset, and we strive to show our appreciation by offering top-tier benefits and, dare we say, more than competitive compensation that we’re willing to discuss up front.

And we are constantly evaluating and improving our benefits. In fact, eligible employees receive over 30 days off per calendar year! That includes 18 days of PTO to begin, PLUS an Anniversary Holiday, Birthday Holiday, Wellness Holiday, and 12 observed Bank Holidays.

Check out our total rewards package at: https://incrediblebank.mybenefitsapp.com/

About the Company

IncredibleBank first started in 1967 as River Valley Bank with a single location in Rothschild, WI. And we may have strong roots in community banking, but IncredibleBank wasn’t awarded as one of America’s Most Innovative Banks by the Independent Community Bankers of America for our popcorn Fridays. Though we do love free popcorn...

We strive to stay on the leading edge of banking technology with the goal providing the best, simplest way for our customers across the country to do their banking. But if our customers need us, they can pick up the phone and talk to a real person. And that’s what makes us America’s first national online community bank. And who doesn’t love the idea of a national community?

Today, IncredibleBank is a $1.9 billion-asset institution that has grown to 16 brick-and-mortar locations with customers in all 50 states. But we know that as an employer, it’s less about size than it is about culture. That’s why we’re especially proud to have been certified as a Great Place to Work.

Learn more about our Great Place to Work engagement results here: https://www.greatplacetowork.com/certified-company/7022621