Help Desk Technician

About the role

Join Mercantile Bank as a Full Time Help Desk Technician and embark on an exciting career in the technology field. This position, located in Troy, MI, supports our Mercantile and Eastern Michigan Bank locations on the east side of the state.

Responsibilities

• Eagerly assist and train internal Mercantile employees with hardware and software issues and upgrades.
• Deliver quick and creative solutions to technical problems.
• Serve as the primary point of contact for internal bank IT Help Desk support, addressing incoming inquiries through various channels.
• Triage support calls, record inquiries, and resolve tickets efficiently.
• Provide training to end-users and create documentation for common issues.
• Demonstrate exceptional problem-solving skills in a dynamic, customer-centric environment.

Why Mercantile Bank

Mercantile Bank was founded by entrepreneurs who believed building strong relationships and communities is accomplished through collaboration and innovation. As Michigan's largest community bank, our roots are deeply embedded in the diverse communities we serve. Our commitment to customers and community is at the core of all we do.

Benefits

• Competitive compensation and bonus opportunities.
• Minimum of 3 weeks' vacation, sick time, and 11 paid holidays.
• Generous 401k match of 5%.
• Company-paid life insurance.
• Tuition reimbursement, IVF and adoption assistance.
• Zero-interest loans for fitness equipment and business attire.
• Discounted bank services.
• Employee stock purchase plan and 529 savings plans.
• Health savings accounts and flexible spending accounts.
• Legal protection.
• Exceptional training and development opportunities.
• Encouragement to connect with the community through volunteer opportunities.

Requirements

• At least 1 year of related experience.
• Two-year college degree or specialist certifications.
• Proficiency in Windows operating systems, PC hardware components, and software troubleshooting.
• Strong time management and ability to function well in a fast-paced environment.
• Excellent organization, attention to detail, and interpersonal skills.
• Exceptional customer service skills.
• Flexibility to travel to Mercantile Bank and Eastern Michigan Bank locations for troubleshooting, setup, and IT support.
• Ability to lift moderate weights.

Schedule

• Primary schedule: 8am – 5pm Monday through Friday, with the possibility of covering 7am – 4pm shifts.
• Every sixth Saturday from 8:30am – 12pm (comp time provided).

Our Help Desk team provides support from 7am – 6pm Monday through Friday and 8:30am – 12pm on Saturday. Each team member will rotate the Saturday coverage.