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 Banks 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

River Bank offers a robust benefits package including insurances such as health dental vision life long-term and short-term disability and 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