Founded in 1991 with the idea to be the alternative to the big banks, Wintrust has since grown into a financial services company with more than $45 billion in assets, headquartered in Rosemont, Illinois. Through our multiple companies and divisions, we provide traditional community banking and commercial banking services, wealth management solutions, commercial and life insurance premium financing, mortgage origination, and short-term accounts receivable financing and certain administrative services, such as data processing of payrolls, billing, and treasury management services. We provide community-oriented personal and business banking services to customers located in the greater Chicagoland area, northwest Indiana, and southern Wisconsin through more than 175 community bank locations.
Position Overview
The Support Analyst provides best in class desktop support, remotely, over the phone, 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 manage tickets in the support queue to ensure customers are kept up-to-date.
Areas of Responsibility:

• Provides hardware and software support - including Installation, configuration, and troubleshooting issues on desktop and laptop computer systems, peripheral equipment and mobile devices.
• Responds to the incident and service requests from the ACD (automated call distribution) queue to resolve daily incidents and service requests.
• Adheres to established service level agreements.
• Follows process documentation and checklists to ensure standardization of work. Thoroughly documents work performed in ticketing system.
• Completes project tasks as assigned.

Minimum Requirements

• 0-3 years Desktop Support or related work experience
• Strong communication skills
• Problem solving aptitude
• Basic experience working in an Active Directory environment
• Basic experience with handheld wireless devices.
• Basic understanding of Windows Operating Systems
• Comfortable working with internal escalation resources or contacting third parties for support

Preferred Skills & Attributes

• Associates degree or equivalent work experience.
• Excellent customer service and communication skills.
• Adept quick technical learner.
• Ability to work well under pressure and with very little supervision.
• Ability to work in an environment where deadlines are critical.
• Good knowledge of various Operating Systems (Window 10 & Mac OS).
• Experience with Ticketing systems - Service Now
• Experience with Remote Desktop Support tools

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, citizenship status, 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.