IT Help Desk Technician

Overview: The Help Desk Technician’s primary responsibility is to provide technical support for all facets of daily bank operations. This includes configuring, supporting, and troubleshooting technology/computer applications, software, and hardware (including phones and printers), systems security, new hire system access set and set up. The Help Desk Technician provides support to the VP/IT & IS and the Bank’s management team with core integration support including maintenance scheduling, disaster recovery testing and reporting, and audit support. As Help Desk Technician, you will play a crucial role in supporting and educating users on collaboration environments such as Office 365, Outlook, Teams, SharePoint, and OneDrive. You will demonstrate the efficiency and effectiveness of these tools within the organization, across organizations, and with customers, including support for all meeting room technology. The Help Desk Technician will function as a mentor to peers, maintain a high level of customer service, and assist with security and network connectivity issues.

Key Responsibilities:

Issue Resolution: Troubleshoot, diagnose, and resolve end-user and network issues. Research, analyze, and recommend the implementation of software or hardware changes to rectify any deficiencies or to enhance network performance, working closely with the Bank’s key vendors to ensure balanced network effectiveness and efficiency.

Technical Assistance and Tracking: Offer solutions for technical issues and guiding users through problem solving steps. Continue to build out the Bank’s FixIt tool to provide self-support solutions. Document and track IT support needs ensuring system effectiveness is maximized and lagging tickets are addressed and reported to management, as necessary.

Hardware/Software Installation and Configuration: Install, configure, and maintain new hardware and software including core application integrations.

Collaboration Support: Educate and advocate the use of collaboration environments (O365, Outlook, Teams, SharePoint, OneDrive). Demonstrate the efficiency and effectiveness of collaboration within the organization, across organizations, and with customers, including support of all meeting room technology.

Mentorship: Function as a mentor to peers through the sharing of technical IT knowledge and guidance.

Customer Service: Maintain a first-class level of customer service, ensuring that all customers are treated efficiently and in an appropriate manner.

Security: Understand and assist with the tools and processes required to identify, test, deploy, and support security patches and antivirus definition files to all PCs and servers.

Network Connectivity: Provide support for network connectivity or related network issues for the user community.

General Duties: Perform related duties and fulfill responsibilities as required. Primary contact for building and grounds maintenance and physical security vendor relationships

Required Education / Experience / Skills:

• A Bachelor’s degree in Information Technology or related field and/or two (2) plus years of equivalent work experience in Banking/Financial Services or similarly regulated industry
• Experience supporting a hybrid, remote and in-office workforce.
• Experience supporting Office 365 and identity management components.
• Excellent technical knowledge of laptop computers and Service Desk hardware, including but not limited to Windows 11 laptops and some experience with Active Directory.
• Strong ability to quickly learn new system technology.
• Strong organization and multi-tasking skills.
• Strong analytical skills: ability to think big and scale quickly.
• Excellent interpersonal, communication, and influencing skills to establish trust, credibility, and rapport at all levels of the organization; seen as humble, direct, and authentic.

Desired Qualifications:

• Knowledge of commercial enterprise-level tools and products to provide network services.
• Prior experience working in Helpdesk and/or server management roles.
• Background working closely with IT admins and engineers in a corporate environment.
• Familiarity with Windows-based server technologies.

Informing: Provides the information people need to know to do their jobs and to feel good about being a member of the team, unit, and/or organization; provides individuals information so that they can make accurate decisions; is timely with information.

Peer Relationships: Can quickly find common ground and solve problems for the good of all; can represent his/her own interests and yet be fair to other groups; can solve problems with peers with a minimum of noise; is seen as a team player and is cooperative; easily gains trust and support of peers; encourages collaboration; can be candid with peers.

Required Skills:

• Advanced knowledge of laptop computers and Service Desk hardware.
• Experience with Windows 11 laptops and Active Directory.
• Familiarity with Office 365 and identity management components.
• Knowledge of commercial enterprise-level tools and products for network services.
• Experience in Helpdesk and/or server management roles.
• Understanding of security patches and antivirus definition files deployment.
• Excellent customer service and communication skills.
• Ability to maintain a first-class level of customer service.
• Strong people skills to establish trust, credibility, and rapport at all levels.
• Strong analytical skills to troubleshoot, diagnose, and resolve end-user and network issues.
• Ability to research, analyze, and recommend software or hardware changes.
• Strong organization and multi-tasking skills.
• Ability to quickly learn new system technology.
• Ability to educate and advocate the use of collaboration environments (O365, Outlook, Teams, SharePoint, OneDrive).
• Experience supporting meeting room technology.
• Ability to function as a mentor to peers through sharing technical IT knowledge and guidance.

Job Type: Full-time

Expected hours: 40 – 45 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Commute:

• Fond du Lac, WI 54935 (Required)

Ability to Relocate:

• Fond du Lac, WI 54935: Relocate before starting work (Required)

Work Location: In person