Support Analyst Level 1 - Tech Ops & Finance - Wheeling, WV

This position is 100% remote within the Bank's footprint. Employee will work full time remote outside of a WesBanco location (may occasionally attend in person meetings, although primary functions of the role are performed remotely)

High school diploma required; Associate degree in a technology discipline preferred.

IT support experience in a corporate environment preferred.

CompTIA A+ or equivalent entry-level certification preferred.

ITIL v3 or v4 certification preferred.

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).