SUMMARY:
As an entry-level member of the IT Service Desk, the Support Analyst Level 1 provides first-contact technical support for end users. This role focuses on triage, basic troubleshooting, request fulfillment, and accurate documentation, escalating issues per defined procedures.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Serves as the first point of contact via phone, email, chat, and ticketing system for IT incidents and requests.
Performs initial triage, basic troubleshooting, and password/account resets using documented procedures.
Resolves common workstation issues (e.g., printing, network connectivity, software installation errors).
Documents all interactions, symptoms, steps taken, and resolution in the service desk ticketing system.
Follows defined escalation paths to Level 2/3 and third-party vendors when needed.
Updates and maintain knowledge base articles.
Assists and train peers and end users on application functions.
Participate in on-call rotations as scheduled; occasional weekends will be required.
Delivers professional, customer-focused service with clear communication and regular follow-up.
Maintains up-to-date knowledge of banking regulations and internal policies.
Completes all assigned compliance and security training within deadlines.
Follows all data privacy, security, and acceptable use policies in accordance with federal banking standards.
OTHER REQUIREMENTS:
Banking is a highly regulated industry and you will be expected to acquire and maintain a proficiency in the bank’s policies and procedures, and adhere to all laws, rules and regulations that are applicable to your conduct and the work you will be performing. You will also be expected to complete all assigned compliance training in a timely manner.
Basic knowledge of Windows Operating Systems.
Basic understanding of Citrix environment and remote access technologies.
Basic understanding of Active Directory (user lookups, group membership).
Basic knowledge of Microsoft 365 applications (Outlook, Teams, OneDrive, Word/Excel/PowerPoint).
Basic knowledge of computer hardware and peripherals.
Basic knowledge of enterprise printing and common printer troubleshooting.
Basic knowledge of SLA adherence.
Basic use of ITSM tools.
Basic Knowledge of asset management.
Basic cybersecurity awareness (phishing, MFA issues).
Awareness of network fundamentals (TCP/IP, DHCP, DNS) sufficient for first-level triage.
Familiarity with mobile devices (iOS/Android) for email and security enrollment.
Strong customer service, communication, and documentation skills.
Ability to learn quickly and follow standard operating procedures.
Understanding and adherence to performance metrics (e.g., ticket quality, response times).
ADDITIONAL INFORMATION:
The wage range for the Support Analyst Level 1 position is $23 - $25/hour. The position includes 17 days of PTO (Paid Time Off), 5 days of STD (Short Term Disability), 11 annual paid holidays and 1 float holiday.
WesBanco has an excellent benefits package to include medical, dental, and vision, Health Care Flexible Spending, Dependent Care Flexible Spending, Transportation Fringe Benefit Plan, Group Life, Long Term Disability, Optional Life, access to voluntary benefit products such as Cancer, Term & Universal Life, Accident, Short-Term Disability and Critical Illness policies, and other ancillary benefit products. WesBanco also offers 401(k) with employee match.
Top Skills
What We Do
Founded in 1870, WesBanco, Inc. (www.wesbanco.com) is a diversified and balanced financial services company that delivers large bank capabilities with a community bank feel. Our distinct long-term growth strategies are built upon unique sustainable advantages permitting us to span eight states with meaningful market share. Built upon our ‘Better Banking Pledge’, our customer-centric service culture is focused on growing long-term relationships by pledging to serve all personal and business customer needs efficiently and effectively. In addition to a full range of online and mobile banking options and a full-suite of commercial products and services, WesBanco provides trust, wealth management, securities brokerage, and private banking services through our century-old Trust and Investment Services department. WesBanco's banking subsidiary, WesBanco Bank, Inc., operates branches and offices in eight states Additionally, WesBanco operates an insurance agency, WesBanco Insurance Services, Inc., and a full service broker/dealer, WesBanco Securities, Inc.
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