IT Technical Support

Schedule: Monday - Friday between 7:30am - 5:30pm; on-call as needed.

**This is an onsite and traveling position.**

Position Summary:

The Technical Support position provides technical and physical security support to River Bank employees. This position serves as an initial point of contact for support requests and is responsible for documenting issues, completing routine troubleshooting, resolving common service requests, and escalating more complex problems. Working under the direction of the IT Department Head, this position collaborates with the Information Technology (IT) team and third-party vendors to support the stability, availability, and security of the Bank’s technology environment.

Duties and Responsibilities:

Service Desk and Employee Support

• Receive and document IT and physical security support requests submitted through the ticketing system, email, telephone, or in person.
• Review and categorize requests according to established priority, impact, and urgency guidelines.
• Provide troubleshooting for common hardware, software, printing, connectivity, and account-related issues.
• Resolve routine requests such as password resets, account lockouts, printer issues, software errors, peripheral replacements, and basic connectivity problems.
• Communicate clearly with employees regarding status, troubleshooting activities, resolution, and next steps.
• Follow up with employees to confirm resolution.
• Escalate unresolved or complex issues to senior team members, the IT Department Head, or an approved vendor.
• Maintain accurate documentation of requests, troubleshooting steps, resolutions, and follow-up activities.
• Identify recurring issues and notify the appropriate IT team member.

Hardware, Software, and Access Support

• Assist with installation, configuration, replacement, and troubleshooting of computers, monitors, docking stations, printers, phones, and approved equipment.
• Install and update approved software according to established procedures.
• Assist with workstation deployments, replacements, relocations, and refresh activities.
• Maintain accurate asset records when equipment is installed, moved, assigned, returned, or retired.
• Assist with routine user account administration, password resets, approved access requests, and account changes.
• Support onboarding, transfers, and offboarding through assigned technology and access tasks.
• Confirm requests have appropriate authorization and escalate elevated access or exception requests.

Physical Security, Operations, and Projects

• Document requests include badges, access control, cameras, alarms, and related equipment.
• Complete routine badge and physical-access requests according to approved procedures.
• Escalate physical security issues to the appropriate stakeholder or vendor.
• Assist with routine system monitoring, maintenance, updates, and testing under senior staff direction.
• Report system alerts, security concerns, unusual activity, and service interruptions promptly.
• Support Microsoft 365 applications, Windows workstations, printers, basic networking, and approved Bank applications.
• Assist with inventories, equipment audits, project testing, documentation, and deployments.
• Create and update basic technical instructions and knowledge base articles.
• Respond to operational and/or critical system issues outside of regular business hours as needed.
• Travel to any River Bank location as needed.
• Attend required training and perform other duties as assigned.

• Associate degree in Information Technology, Computer Science, or a related field, and will consider equivalent combination of education and experience in lieu of.
• Customer service experience and interpersonal skills.
• Strong verbal and written communication skills.
• Ability to manage time and prioritize workload.
• Problem-solving skills.
• On-call availability outside of regular business hours. 

Desired Knowledge, Skills, and Abilities:

• Experience in a similar position or banking environment.
• Microsoft Windows operating systems and Microsoft 365 applications.
• Computer hardware, printers, peripherals, and basic software troubleshooting.
• Active Directory, user accounts, passwords, permissions, and access management concepts.
• Basic wired, wireless, and VPN connectivity concepts.
• Cybersecurity fundamentals, safe computing practices, data privacy, and confidentiality.
• IT ticketing systems and service desk procedures.
• Ability to work under pressure.

Questions on the role? Email us at [email protected].

River Bank offers a robust benefits package including insurances such as health, dental, vision, life, long-term and short-term disability, and more. In addition to insurance benefits, new team members accrue Paid Time Off (PTO) at a rate equivalent to 18 days annually for full-time employees. River Bank also offers paid holidays, paid volunteer hours, and 401(k) with an employer match.

River Bank provides a diverse and inclusive work environment. We are an equal opportunity employer dedicated to hiring individuals with disabilities and protected veterans. EOE M/F/D/V