Support Analyst (Information Technology)
Wintrust is a financial holding company with approximately $62 billion in assets whose common stock is traded on the NASDAQ Global Select Market. Guided by its “Different Approach, Better Results” philosophy, Wintrust offers the sophisticated resources of a large bank while providing a community banking experience to each customer. Wintrust operates more than 200 retail banking locations through 16 community bank subsidiaries in the greater Chicago, southern Wisconsin, west Michigan, northwest Indiana, and southwest Florida market areas. In addition, Wintrust operates various non-bank business units, providing residential mortgage origination, wealth management, commercial and life insurance premium financing, short-term accounts receivable financing/outsourced administrative services to the temporary staffing services industry, and qualified intermediary services for tax-deferred exchanges. Our unique business model is a competitive strength and value driver, powered by our talented colleagues who put our customers first and achieve better results for our clients.
Why join us?
An award-winning culture! We are rated a Top Workplace by the Chicago Tribune (past 11 years) and Employee Recommended award by the Globe & Mail (past 6 years)
Competitive pay and discretionary or incentive bonus eligible
Comprehensive benefit package including medical, dental, vision, life, a 401k plan with a generous company match and tuition reimbursement to name a few
Promote from within culture
Why join this team?
This position has the opportunity to interface with and have a positive impact on multiple areas of Wintrust's business
We hold ourselves accountable to high standards, share wins, operate ethically, and have fun
Position Overview
The Support Analyst provides support, remotely, over the phone, or onsite or via email. They provide technical guidance to customers in response to service requests, and accurately document technical issues to facilitate diagnostics and prompt solution. They also manage tickets in the support queue to ensure customers are kept up-to-date and tickets are escalated appropriately.
What You'll Do
Responds to service request queue items and resolves daily service and support requests. Adheres to established service level agreements. Thoroughly documents work performed in ticketing system.
Installs, configures, troubleshoots, and repairs desktop and laptop computer systems, peripheral equipment, and mobile devices.
Follows process documentation and checklists to ensure standardization of work. Proactively recommends documentation changes if necessary.
Completes project tasks as assigned. Meets project dates. Schedules installations/upgrades and provides system maintenance in accordance with IT procedures. Works on site specific department projects and/or sub-projects.
Qualifications
Excellent customer service and communication skills.
Adept quick technical learner who has the ability to work well under pressure and with very little supervision.
Ability to work in an environment where deadlines are critical.
Basic understanding of Microsoft and Apple PC Operating Systems
Experience with Ticketing systems – Service Now, Heat and with Microsoft Remote Desktop and DameWare MRC.
Benefits
Medical Insurance • Dental • Vision • Life insurance • Accidental death and dismemberment • Short-term and long-term Disability Insurance • Parental Leave • Employee Assistance Program (EAP) • Traditional and Roth 401(k) with company match • Flexible Spending Account (FSA) • Employee Stock Purchase Plan at 5% discount • Critical Illness Insurance • Accident Insurance • Transportation and Commuting Benefits • Banking Benefits • Pet Insurance
Compensation
The estimated salary range for this role is $42,000.00 - $55,000.00, along with eligibility to earn an annual bonus. Actual salaries may vary based on several factors, such as a candidate's qualifications, skills and experience.
#LI-Hybrid
#LI-Remote
From our first day in business, Wintrust has been proud to serve a variety of unique communities and people from all walks of life. To be Chicago's Bank® and Wisconsin's Bank®, we need to reflect that diversity both in all the communities we serve, the people we employ, the organizations we work with, and our banking and lending practices. Wintrust Financial Corporation, including community banking and financial services subsidiaries, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity and expressions, genetic information, marital status, age, disability, or status as a covered veteran or any other characteristic protected by law.
