Support Analyst

Wintrust provides community and commercial banking, specialty finance and wealth management services through its 16 bank charters and nine non-bank businesses. Wintrust delivers the sophisticated solutions of a large bank while staying true to the relationship-focused, personalized service of our community banking roots. We serve clients in all 50 states with more than 200 branch banking locations in Illinois, southwestern Florida, northwestern Indiana, west Michigan and southern Wisconsin and commercial banking offices in Chicago, Denver, Milwaukee, Grand Rapids, Mich., and in key branch banking locations throughout Illinois. Our people are the heart of our business and we are proud to rank consistently as a top place to work. Wintrust is a $66 billion financial institution based in Rosemont, Illinois, and listed on the NASDAQ Global Select Market under the symbol “WTFC.”

Why join us?

• An award-winning culture! We are rated a Top Workplace by the Chicago Tribune (past 12 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
• Great team culture that nurtures career growth and promotes career advancement opportunities

Position Overview

The Support Analyst provides first-line IT support and troubleshooting to Wintrust employees across the enterprise. Providing best in class desktop support, remotely, over the phone, onsite or via email. Responsible for providing technical guidance to customers in response to service requests and accurately document technical issues to facilitate diagnostics and prompt solutions. Managing tickets in the support queue to ensure customers are kept up-to-date.

What You’ll Do

• Providing support to Wintrust employees via phone and assigned tickets; part of a phone que using ACD system.
• Handle and support 25+ incidents daily.
• Serve as first line support/troubleshooting for all internal Wintrust employees.
• Work assigned tickets in addition to phone que assignments.
• Escalate to supervisors/ L2/ L3 as needed; document all work accordingly.

Qualifications

• Strong logical thinking and troubleshooting ability. Cause and effect reasoning is essential.
• Comfortable and effective communication via phone.
• Empathetic, friendly, and a genuine interest in technology.
• Experience with Delinea for Privileged Access Management, a plus.
• Experience with Dameware or LogMeIn Rescue, a plus.
• Strong adherence to policies and procedures.
• Prior experience working in a regulated environment, preferred.

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 $50,000.00 - $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.

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 build a company that reflects the communities we serve, we believe that fostering a unique and inclusive workplace where everyone feels valued and empowered to succeed will support our ongoing success.  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, sex, age, national origin, disability, veteran status, genetic information, and other legally protected categories.