<p>First Merchants Bank is seeking a Help Desk Specialist to join our team! This position will provide helpdesk support for customer issues.</p> <p>As part of this role you will:</p> <ul> <li>Perform initial triage of incoming and end-user computer issues and problems, requires quick problem and issue identification. </li><li>Document all problem tickets per pre-defined and standardized process. </li><li>Provide accurate and professional resolution on all supported issues; assign "trouble" tickets while working in a fast-paced environment. </li><li>Update customer on status of open tickets. </li><li>Accept responsibility/ownership for all assigned problem tickets from creation to resolution or to the point of escalation. </li><li>Utilize knowledge base to attempt to issue resolution; escalate difficult, unknown or undocumented issues to next level or higher. </li><li>Research and analyze options for problem resolution using the troubleshooting database, peers and the Internet. </li><li>Complete periodic attestation, control and performances procedures as deemed necessary. </li><li>Mentor Level 1 staff. </li><li>Provide Telecommunications and Data Infrastructure support as needed with aid and over site from Network Services Department. </li><li>Provide server support as needed with aid and oversight from Network Services Department. </li><li>Plan and provide maintenance on all existing current computer installations on a periodic basis. </li><li>Install new computer equipment required by the Corporation. </li><li>Interact with employees at all levels and with computer vendors in performing duties. </li><li>Install updated software applications to existing computers throughout the Corporation as required. </li></ul> <p>To be successful in this position, we require the following:</p> <ul> <li>High school diploma or equivalent (GED). </li><li>Over one (1) year of helpdesk, technical support or related experience. </li></ul> <p>The following would be a plus:</p> <ul> <li>Over three (3) years in computer and software support experience </li><li>A+ certification </li><li>Net+ or MCP certification </li><li>Strong troubleshooting skills in data network/client-server environments. </li></ul> <p>First Merchants offers the following:</p> <ul> <li>Base Pay PLUS Bonuses </li><li>Medical, Dental and Vision Insurance </li><li>401k </li><li>Health Savings and Flexible Spending Accounts </li><li>Vacation/Sick Time </li><li>Paid Holidays </li><li>Paid Parental Leave </li><li>Tuition Reimbursement </li><li>Additional Benefits </li></ul> <p>A little about us:</p> <p>First Merchants is guided by a genuine philosophy of being a meaningful place to work and having a prosperous impact across all walks of life throughout the communities we serve, including consumers, businesses and other organizations. Our Vision, Mission and Team statement reflect and reinforce that authentic service philosophy.</p> <p>Our Vision is:</p> <p>To enhance the financial wellness of the diverse communities we serve.</p> <p>Our Mission is:</p> <p>To be the most responsive, knowledgeable, and high-performing financial organization for our clients, teammates, and shareholders.</p> <p>Our Team:</p> <p>"We are a collection of dynamic colleagues with diverse experiences and perspectives who share a passion for positively impacting lives. We are genuinely committed to attracting and engaging teammates of diverse backgrounds. We believe in the power of inclusion and belonging."</p> <p>Apply today to begin your career with us!</p>