Service Center Engineer - Military veterans preferred

Starting Pay: $25-$28/hour

At Midland States Bank, base salary is one component of our Total Rewards program. Exact compensation is determined by factors such as (but not limited to) education, skills, internal equity, and experience. This position offers additional compensation in the form of short-term incentives (i.e. bonus and/or commission) and may include long-term incentives (i.e. stock awards). Benefits for this role include comprehensive healthcare, well-being benefits, paid family leave as well as generous paid time off. Total Rewards also include banking perks, an Employee Stock Purchase Plan, 401K plan with company match and may include the opportunity to participate in our Non-Qualified Deferred Compensation plan. Incentives and benefits are subject to eligibility requirements.

Position Summary

As a Service Center Engineer, you will play a crucial role in ensuring the smooth operation of our IT services by providing technical support to end-users. The responsibilities include diagnosing and resolving hardware and software issues, responding to service requests, and collaborating with other IT teams to address complex problems. This role is responsible for installing, configuring, and maintaining computer systems while adhering to IT policies and security standards. A key aspect of this role is documenting troubleshooting steps and resolutions for future reference, contributing to the overall efficiency and effectiveness of our IT support services. This position is an individual contributor role.

Primary Accountabilities
 

• Provides timely and effective technical support to end-users, addressing hardware and software issues.
• Diagnoses and troubleshoots problems related to computer systems, applications, and network connectivity.  
• Responds to service requests promptly, ensuring a high level of customer satisfaction.
• Documents and tracks service requests, maintaining accurate records of all interactions.  
• Collaborates with other IT teams to escalate and resolve complex technical issues.  
• Communicates effectively with team members to share knowledge and improve overall support capabilities.  
• Installs, configures, and maintains desktops, laptops, and peripherals.  
• Ensures adherence to IT policies, procedures, and security standards during installations.  
• Documents troubleshooting steps and resolutions for future reference.  
• Contributes to the knowledge base to facilitate efficient issue resolution and knowledge sharing.  
• Ensures compliance with IT policies, procedures, and security standards.  
• Stays informed about industry best practices and updates to maintain a secure IT environment. 
• Maintains a customer-focused approach, understanding and addressing end-users' needs and concerns. 
• Strives for high-quality service delivery and positive customer experiences. 
• Demonstrates strong problem-solving skills in identifying and resolving technical issues. 
• Proactively identifies recurring problems and contribute to preventive measures. 
• Communicates effectively with end-users, colleagues, and management. 
• Provides clear and concise documentation of technical issues and resolutions. 
• Stays updated on emerging technologies and industry trends. 
• Engages in professional development to enhance technical skills and knowledge. 
• Participates in on-call support as part of a rotation schedule. 
• Responds to critical incidents outside regular working hours when required.  
• The role requires occasional travel for training and team meetings, and willingness to travel periodically, to locations within market as needed. 
• May require work in a Midland office to ensure collaboration and support of internal and external customers.  
• Maintain compliance with all applicable regulations including, but not limited to, the Bank Secrecy Act (BSA).  
• Other duties as assigned. 

Position Qualifications

Education/Experience:

• Associate degree in an IT related field; Bachelor’s degree and/or relevant technical certification(s) strongly preferred.
• 1-2 years’ experience in technical support or customer service roles.
• Strong knowledge of operating systems, hardware, and common software applications.
• Excellent problem-solving skills.
• Customer-focused with a commitment to delivering quality service.
• Familiarity with ITIL processes is a plus.
• Ability to work independently and as part of a team.
• Certifications such as ITILv4 Foundations, CompTIA A+, Microsoft Certified Professional (MCP), or equivalent are desirable.
• Strong oral, written, and interpersonal communication skills.
• Strong organization and time management skills.
• Strong attention to detail.
• Ability to work independently and as part of a team.

Competencies: 

• Business insight
• Cultivates innovation
• Drives results
• Makes sound decisions
• Being a brand champion
• Collaborates
• Communicates effectively
• Customer focus
• Being Authentic
• Emotional Intelligence
• Self development
• Being flexible and adaptable

At Midland States Bank, we believe that when we can bring our whole selves to work each day, we become happier, more comfortable, more confident and more excited to do great things for our customers, each other and our company. We’re proud to be an Equal Opportunity and Affirmative Action employer. At Midland, we recruit, employ, train, compensate and promote without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. If you are looking for a place to grow, we encourage you to apply at Midland States Bank, because you belong here.

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to Midland States Bank Human Resources at HR@midlandsb.com.

THIS JOB DESCRIPTION DOES NOT CONSTITUTE A CONTRACT FOR EMPLOYMENT