IT Support Technician

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Job Location: Open to any of our branch locations (Sioux Falls, SD preferred)

The IT Support Technician serves as a technology resource responsible for supporting end users across affiliated 215 Holding Company banks in southern Minnesota, South Dakota, and Iowa. This role is primarily responsible for responding to, troubleshooting, and resolving IT-related issues submitted through the organization’s ticketing system, including hardware, software, network, and access-related concerns. This position is a key member of the Network Team and collaborates closely with team members on escalations, root cause analysis, and ongoing improvements.

The IT Support Technician must demonstrate strong technical troubleshooting skills, excellent customer service, and the ability to independently investigate issues and drive resolutions. In addition to support activities, this role contributes to IT projects involving infrastructure, systems, and technology enhancements.

• Serve as an IT support resource by responding to and resolving tickets, calls, and inquiries through the ticketing system
• Provide excellent customer service through clear communication, follow-up, and timely resolution of issues
• Troubleshoot and resolve hardware, software, system, and basic network issues by performing root cause analysis and implementing appropriate solutions
• Escalate complex or unresolved issues to senior team members while maintaining ownership and communication with the end user
• Collaborate with team members on troubleshooting, incident resolution, and continuous improvement efforts
• Install, configure, deploy, and support end-user hardware, operating systems, and enterprise applications
• Perform workstation setup, reimaging, upgrades, and replacements to support the PC lifecycle
• Contribute to IT projects involving network infrastructure, hardware rollouts, software deployments, and system improvements
• Create, enhance, and follow processes to drive efficiency in completing work
• Collaborate with internal teams, software vendors, and third-party providers for troubleshooting, upgrades, and feature enhancements
• Create and maintain documentation for system configurations, processes, and operational procedures
• Responsible for select Disaster Recovery procedures and tests
• Other duties as requested
• Strong troubleshooting and analytical thinking skills with ability to diagnose and resolve technical issues
• Excellent customer service and communication skills (both written and verbal)
• Ability to manage multiple tickets and priorities in a fast-paced environment
• Team-oriented mindset with willingness to collaborate and elevate when appropriate
• Proactive, self-motivated, and accountable for issue resolution
• Strong organizational and time management skills
• Commitment to quality, accuracy, and continuous improvement
• Strong personal standards of excellence, ethics and integrity

• Associate’s degree in Information Technology or related field, or equivalent work experience
• 2+ years of IT support experience in a help desk or technical support environment
• Experience working with ticketing systems and end-user support workflows
• Understanding of networking concepts (DNS, DHCP, WAN, LAN, connectivity troubleshooting)
• Experience supporting Windows operating systems, Microsoft Office, and common enterprise applications

This job operates in a professional office environment with moderate noise levels. This role routinely uses standard office equipment such as computers, phones, and photocopiers.

Travel up to 10% is required to support branch locations, perform onsite troubleshooting, and assist with hardware and infrastructure projects.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand or sit for long periods of time.

This is a full-time position at any of our branch locations (Sioux Falls, SD preferred). Full-time hours are approximately 34-40 hours/week.

Pay range: $20-$28 per hour. Final compensation may vary based on experience and qualifications. We offer a comprehensive benefits package including medical, dental, vision, life insurance, generous paid time off, a 401(k)-retirement plan with company matching.

First Farmers & Merchants Bank is an Equal Opportunity Employer.