Technical Support Specialist

Technical Support & Troubleshooting

• Provide first- and second-level support to employees for hardware, software, and network-related issues.
• Troubleshoot and resolve technical problems via phone, email, or in-person, ensuring minimal disruption to business operations.
• Document incidents, solutions, and user interactions in the IT helpdesk system.

System Maintenance & Upgrades

• Assist in the deployment, maintenance, and upgrading of desktops, laptops, and peripheral equipment.
• Support the installation, configuration, and troubleshooting of business-critical applications and operating systems.
• Work with IT team members to implement routine system updates and security patches.

User Training & Communication

• Provide training and guidance to employees on IT systems, tools, and best practices.
• Develop user documentation and FAQs to help staff resolve common technical issues.
• Communicate IT updates, new tools, and security protocols to ensure staff remain informed and compliant.

Collaboration & Continuous Improvement

• Collaborate with IT colleagues to identify recurring technical issues and recommend process improvements.
• Participate in IT projects and initiatives, providing input on user impact and system usability.
• Assist in testing and evaluating new technologies before deployment.
• Be willing to work in multiple locations and to share your time between markets.

Security & Compliance

• Follow and enforce IT security policies and procedures to protect sensitive data.
• Report any security incidents or vulnerabilities promptly to the appropriate IT personnel.
• Ensure that all support activities comply with internal policies and regulatory requirements.

Do you have experience in macOS administration?, Do you have a Associate’s degree?, Minimum of 2 years of technical support or helpdesk experience in a corporate environment, preferably within the financial services industry.

Preferred Skills and Qualifications:

• Strong troubleshooting and problem-solving skills with a customer-focused attitude.

• Proficiency in supporting Windows and/or macOS operating systems, standard business applications, and basic networking concepts.

• Excellent verbal and written communication skills.

• Ability to work independently and collaboratively in a fast-paced environment.

• Familiarity with IT service management software and ticketing systems.

• Strong organizational skills and attention to detail.

Education Requirements:

Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field preferred.

Licensing or Certification Requirements:

Relevant industry certifications preferred.

Work Environment / Physical Demands:

Being able to sit or stand for long periods of time and being able to effectively communicate with others. Position may require the ability to walk, lift up to 50 lbs., stretch, bend, kneel, reach, and climb stairs and ladders at times. Reasonable accommodations can be made if needed.

Pulled from the full job description

• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance
• Disability insurance, 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.