> Markdown version of [/jobs/ext/2555623-it-user-support-specialist-level-1-support](https://www.wearedevelopers.com/jobs/ext/2555623-it-user-support-specialist-level-1-support). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT User Support Specialist (Level 1 Support) - **Company:** Merchants Bank - **Location:** Winona, MN, United States - **Salary:** $47,590.0 - $57,096.0 - **Contract:** Permanent contract - **Skills:** System Configuration, Remote Service Software, Software Troubleshooting, Information Technology, User Accounts - **Published:** August 24, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=df8c1d9e063b6e40 ## About the Role Must have a minimum of 1 year of experience in a customer service role. An Associate's degree in Information Technology or related field preferred. Must have excellent communication and interpersonal skills, strong troubleshooting and problem-solving skills, and be able to work independently and as part of a team., * Education: High school diploma or equivalent. An associate's degree in Information Technology or a related field is preferred. * Experience: Minimum of 1 year of experience in a customer service role. * Skills: Strong troubleshooting and problem-solving skills, excellent communication and interpersonal skills, and the ability to work independently and as part of a team. Preferred Qualifications: * Experience with help desk ticketing systems and remote support tools. * Experience in a phone support role * Certifications such as CompTIA A+ or similar. ## Description Merchants Bank, Winona, is seeking an IT User Support Specialist (Tier 1 Support) to join our team. Hours will vary between 7:30-5pm Monday-Friday with rotating coverage on Saturdays 8-12pm. This position will be the first point of contact for internal users experiencing technical issues and provide troubleshooting and support for issues related to user accounts, hardware and software. Will troubleshoot and resolve basic issues and escalate to higher support as needed. Will maintain a high level of customer service ensure support tickets are logged and updated., The IT User Support Specialist serves as the first point of contact for internal users experiencing technical issues. This role provides front-line support via phone, Teams chat, and email for basic issues related to user accounts, hardware, and software. The specialist will use the organization's helpdesk system and operate within the computing and banking environments to ensure timely and effective resolution of support requests. This role is essential in ensuring a smooth and efficient resolution of user problems and maintaining high levels of customer satisfaction., * First-Level User Support: Provide initial user support for technical issues, including user account, hardware and software. Troubleshoot and resolve basic issues or escalate to higher-level support as needed. * Ticket Management: Create, update, and manage support tickets using the helpdesk system. Ensure accurate documentation of issues and resolutions. * Problem Identification: Identify recurring or complex issues and escalate to Tier 2 or Tier 3 support as appropriate. * Hardware Setup: Configuration and installation of new workstations and peripheral hardware * Knowledge Base: Assist in developing and maintaining internal documentation, FAQs, and troubleshooting guides. * Customer Service: Maintain a high level of customer service by being responsive, empathetic, and professional in all interactions with end-users. * Team Collaboration: Employee will be expected to contribute to a positive working environment through words and actions. * Employee will be expected to greet internal and external customers in a friendly and outgoing manner. * Employee will be expected to take responsibility to ensure that internal and external customers receive outstanding service. * Regular and dependable attendance is an essential function of the job * Employee may be asked to perform other duties as required by business needs * Employee will be expected to complete compliance and product knowledge assignments in a timely manner ## Related Videos - [Enabling intelligent logistics automation: home-grown Industrial IoT platform at Austrian Post](https://www.wearedevelopers.com/videos/2018-enabling-intelligent-logistics-automation-home-grown-industrial-iot-platform-at-austrian-post) - [Enterprise Linux as Container Images](https://www.wearedevelopers.com/videos/1610-enterprise-linux-as-container-images) - [Full-stack role-based authorization in 45 minutes](https://www.wearedevelopers.com/videos/312-full-stack-role-based-authorization-in-45-minutes) - [Beyond Chat: AI Workflows That Actually Investigate Alerts (So You Don't Have To Know Everything)](https://www.wearedevelopers.com/videos/100308-beyond-chat-ai-workflows-that-actually-investigate-alerts-so-you-don-t-have-to-know-everything) - [Swapping Low Latency Data Storage Under High Load](https://www.wearedevelopers.com/videos/746-swapping-low-latency-data-storage-under-high-load) - [It's not easy being green](https://www.wearedevelopers.com/videos/558-it-s-not-easy-being-green) ## Related Articles - [IT Salaries in Austria](https://www.wearedevelopers.com/magazine/286-it-salaries-in-austria) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [How to Find Tech Jobs in Vienna](https://www.wearedevelopers.com/magazine/292-how-to-find-tech-jobs-in-vienna) - [10 Highest Paying Jobs in Austria](https://www.wearedevelopers.com/magazine/268-10-highest-paying-jobs-in-austria) - [How to land a developer job in Amsterdam](https://www.wearedevelopers.com/magazine/36-how-to-land-a-developer-job-in-amsterdam)