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Technical Specialist - IT Help Desk

Employer
Alerus Financial
Location
Shorewood, Minnesota
Salary
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Industry
Technology
Role
Administrative
Job Type
Long-Term
Hours
Full Time
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Job Details

POSITION SUMMARY:

The Information Technology department provides technology tools and support to all employees of Alerus Financial. As part of the IT team, the Technical Specialist will work to resolve issues of end-users, identify needs, and build a rapport with the employee base. This position will provide end-user support via phone, face-to-face, and electronically, with a focus on making each interaction a positive customer experience.

ESSENTIAL RESPONSIBILITIES:

JOB FUNCTION NUMBER 1: Provide IT support - 40%
  • Provide end-user telephone and online support for Alerus employees. This includes being part of a rotation to provide continued IT help desk technical support during Alerus Financial customer support hours, seven days a week.
  • Responsible for logging calls, identifying issues, researching, resolving and following up on incidents utilizing a problem ticket and service request tracking system. If unable to resolve, after exhausting all available resources, will escalate for resolution while maintaining ownership of the incident. Ownership includes responsibility for documenting, tracking, monitoring, communicating with the customer, and ensuring timely request resolution.
  • Adherence to Assistance Center processes and Service Level Agreements.
  • Prioritize customer requests, follow-up and track through to resolution.
  • Assist customers with basic need analysis and preparation of requests.
  • Identify possible training opportunities based on call history.
  • Develop help sheets and frequently asked questions lists for end-users.
  • Prepare and/or place technology tools into production.
  • Participate in testing technology tools.

JOB FUNCTION NUMBER 2: Carry out technical ownership of financial applications or technology specialty as assigned. - 40%
  • Gain an understanding as the subject matter expert level of all aspects of your assigned discipline.
  • Provide IT guidance for researching and implementing new and/or existing software applications.
  • Assure Technical Assistance center is trained and has adequate documentation to provide end user support on specific application or product.

JOB FUNCTION NUMBER 3: Administrative Duties - 20%
  • Assist with development and maintenance of documentation, including policies and routines.
  • Assure all responsibilities related to customer data protection are accomplished as designed and in a timely manner.
  • Facilitate and/or execute user access to systems for hires, transfers and terminations.
  • Provide support on IT projects as assigned.
  • Execute all tasks as assigned related to inventory of assets, components and software.
  • Provide proper instruction and introduction to new staff of technology tools.
  • Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.



POSITION REQUIREMENTS:

QUALIFICATIONS:
  • Degree in Information Technology and 3+ years of experience, or the equivalent combination of education and experience in a technical assistance/help desk environment required.
  • Technical knowledge of servers, networks, mobile devices, applications required.
  • Support and or usage of an Active Directory, Citrix and Windows/SQL Operating Systems required.
  • Intermediate usage level of with Web based systems, and Microsoft Office products including Word, Excel, and PowerPoint required.
  • Business and/or Application analysis experience preferred.
  • Experience in supporting or using an ERP type system preferred.
  • A+ Certification preferred.
  • Strong understanding of current commonly-used concepts, technologies, practices, and procedures. Ability to apply the knowledge to Alerus Financial needs.
  • Excellent written and verbal communication skills required.
  • Highly organized, detail-oriented and able to take initiative when needed.
  • Ability to travel to any Alerus Financial location to provide training and/or technical support.

PERSONAL CHARACTERISTICS:
  • Analytical ability to determine appropriate actions.
  • Excellent interpersonal skills, team oriented, and a collaborative work style.
  • Adaptable, flexible, organized and able to multi-task, work independently, and meet deadlines.
  • Comfortable interacting with various levels of management within the organization.
  • Strong passion for customer satisfaction, creative and consistently maintain a positive attitude.

PHYSICAL DEMANDS:
  • While performing the duties of this job, the employee is regularly required to talk or hear.
  • The employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.
  • The employee must occasionally lift and/or move up to 50 pounds.
  • Specific vision abilities required by this job include close vision to use a personal computer.

Alerus is an Equal Opportunity Employer of women, minorities, protected veterans, and individuals with disabilities. We consider all applications without regard to race, color, religion, sex, sexual orientation, gender identification, ethnicity, or national origin.

Company

Alerus is a company that will challenge you to be at your best and where your efforts have real, tangible effects. Our culture is one of collaboration, innovation, forward-thinking, and giving back. And, as a growing company with a presence in markets from New Hampshire to Arizona, we offer a broad range of opportunities for you to travel the career path that matches your abilities, interests, and goals.

What is the current company culture like?

While our footprint spans North Dakota, Minnesota, Arizona, New Hampshire, and Michigan, we still operate like a small company. In other words, every single person on our team matters. Our employees create our culture.

What skills, education, and experiences does your ideal candidate(s) have? Each position has their own specific requirements and qualifications. In addition to those, Alerus seeks people who live out our fundamental beliefs every day: do the right thing, cherish people, empower with knowledge, respect everyone, serve with passion, and embrace change.

How would you describe the company leadership/team management? Alerus has a diverse executive and leadership team. Each leader comes with a wealth of experience and knowledge within their field to help their teams succeed. Alerus leaders, including our C*Suite executives, maintain regular communication with employees on company updates and goals.

Where do you see the company/organization in the upcoming years? Alerus has bank and office locations in North Dakota, Minnesota, Michigan, New Hampshire and Arizona. While we continue to serve our clients in these states we also look to grow our national footprint to best serve clients wherever they may live.

What do you feel candidates need to know about the company before applying? Alerus is more than just a bank and offers many products for our clients including personal & business banking, mortgages, wealth management and retirement savings. We continue to grow and expand but still maintain and operate with a small business feel. We would not have continued success without our employees and all the hard work they do to serve our clients with passion.

See the current Alerus job openings below!

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