Support Analyst Level 1 - Tech Ops & Finance at WesBanco in Remote

Summary: WesBanco is a financial institution seeking a Support Analyst Level 1 to join their IT Service Desk team. This role provides first-contact technical support for end users, focusing on triage, basic troubleshooting, and request fulfillment while ensuring accurate documentation of issues and resolutions. Responsibilities: - 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 Required Qualifications: - 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 - 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) Required Skills: Windows Operating Systems, Microsoft 365, Active Directory Important Skills: Citrix environment, ITSM tools, network fundamentals Nice-to-Have Skills: customer service, cybersecurity awareness, learn quickly Benefits: 17 days of PTO (Paid Time Off), 5 days of STD (Short Term Disability), 11 annual paid holidays, 1 float holiday, 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, Other ancillary benefit products, 401(k) with employee match