Help Desk Administrator

Byline Bank is seeking a Help Desk Administrator to act as the day-to-day link between employees, customers and vendors, and the technology that supports their work. In this hybrid role in Schaumburg, IL, you will handle support requests across computer systems and applications, manage ticket workflows, and help coordinate fixes with IT while keeping users informed until issues are resolved.

This position supports internal teams and external contacts through troubleshooting, training, documentation, and basic security procedures. You will also help maintain equipment readiness and ensure users follow electronic banking and information security requirements.

Key Responsibilities

• Provide technical support for computer hardware and software for internal clients, including employees across departments, as well as external clients such as customers and vendors.
• Collaborate with internal teams to identify and implement new technologies that can improve efficiency.
• Assist with employee training to help users apply computer programs effectively.
• Answer phone calls from customers or other business contacts regarding products and services.
• Coordinate with IT staff to repair or replace malfunctioning equipment.
• When systems fail, interface with all departments, report downtime occurrences and reasons, direct repairs as needed, and follow up with users until the issue is resolved.
• Coordinate installation of hardware and software and implementation of procedure.
• Perform basic security functions as required and ensure users follow correct electronic banking and information security procedures.
• Work with supervisors and managers to determine requirements for new or modified software and hardware.
• Create and maintain knowledge base articles with troubleshooting steps and common solutions.
• Log and prioritize support tickets in a ticketing system.
• Track and update inventory of computer hardware.
• Develop and distribute user guides and update documentation on new processes.
• Work independently or with a team, and perform all other duties as assigned.

Requirements

• Working knowledge of computer equipment, including mobile devices and desktop or laptops, plus printers, to identify problems or replacement needs.
• Experience managing and maintaining Windows 10, Windows 11, iPhone iOS, and Android.
• Strong understanding of the Microsoft Application suite.
• Basic knowledge of network functions and services, including TCP/IP, DHCP, DNS, and IP configuration devices such as printers.
• Experience with Microsoft Active Directory, including adding and removing users and rights.
• Associates degree preferred.
• Travel to Byline branch locations as needed.
• Valid driver’s license and insurance required.
• 2+ years technical experience.
• 1+ years banking experience.
• Strong technical skills with experience troubleshooting computer issues.
• Ability to communicate professionally with customers, coworkers, and vendors.
• Ability to explain technical information in a way that is easy for customers to understand.
• Organized approach to tracking issues and requests.
• Experience with call center applications, including Five 9 and Teams.

Technologies

• Windows 10, Windows 11
• iPhone iOS
• Android
• Microsoft Application suite
• Microsoft Active Directory
• TCP/IP, DHCP, DNS
• Microsoft Teams
• Five 9

Benefits

• Medical coverage
• Dental
• Vision
• Disability
• 401k
• Paid time off
• Competitive industry rate salary bands
• Hourly rate between $25.00 to $30.77
• Depending on the specific role, compensation may include discretionary bonuses and other benefit programs

Work Location and Schedule

• Location: Schaumburg, IL (hybrid)
• Hybrid work environment combining remote and in-office work, with occasional visits based on business needs.
• Specific in-office days may vary and will be discussed during the interview process.

Physical Demands and Work Environment

• Usual office environment with frequent sitting, walking, and standing, plus occasional climbing, stooping, kneeling, crouching, crawling, and balancing.
• Frequent use of eye, hand, and finger coordination for office equipment.
• Oral and auditory capacity for interpersonal communication and communication through automated devices.

Additional Information

• Byline Bank is an Equal Opportunity Employment / Affirmative Action employer committed to an inclusive workplace.
• Byline Bank is committed to providing employees with a work environment free of discrimination and harassment.
• Reasonable accommodations are available for candidates with disabilities in the recruiting process (contact 773-475-2900, Option #2).
• If applying within the US, this role is not eligible for visa sponsorship now or in the future.
• Byline Bank requests that third-party recruiters, staffing agencies, and recruitment firms refrain from submitting resumes or candidate profiles without a prior agreement in place; unsolicited submissions may be treated as property of Byline Bank, and no fees will be paid for placements resulting from such submissions.

Compensation: USD 25 - 30 per hour.

Experience: Minimum 2 years required.