IT Help Desk Support I

IT Help Desk Support I provides first line technical assistance to bank staff, handling troubleshooting, account provisioning, security tasks, and end-user device management.

Responsibilities

• Serve as the initial point of contact for West Gate Bank employees seeking technical assistance via phone, support tickets, or email.
• Perform remote and on-site troubleshooting to diagnose and resolve hardware and software issues.
• Create step-by-step training materials with screen captures for client and internal documentation.
• Help monitor and maintain system security and implement security procedures as appropriate.
• Provide technical guidance to staff and investigate problems arising from unusual causes or data errors.
• Escalate application problems and inform bank personnel of updates and procedure changes.
• Monitor the bank's application programs for proper use, potential efficiencies, and improved customer service.
• Perform user account provisioning, deactivation, and modifications in Active Directory and identity systems.
• Support password resets, MFA enrollment, and role-based access controls.
• Identify and report suspicious activity, phishing attempts, or potential security incidents.
• Deploy, configure, and maintain end-user devices using endpoint management tools such as Intune and NinjaOne.
• Assist with patching, updates, and asset inventory tracking.
• Other duties may be assigned.

Requirements

• Information Technology Services: 2 years (required)

Technologies

• Intune
• NinjaOne
• Active Directory
• Microsoft Server operating systems
• Microsoft Office 365
• SharePoint
• Teams
• PowerShell
• Jack Henry Silverlake
• Cisco
• Zoom Phone

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Hours of Work

• Full time. Typical hours are 8:00 a.m. to 5:00 p.m. Monday through Friday with occasional exceptions.
• Approximately once per month, the schedule transitions to a four-day, 10-hour workweek (7:00 a.m. to 5:30 p.m., Monday through Thursday).
• During that rotation, the employee will be on call for the preceding weekend.

Primary Job Purpose

The role requires thorough knowledge of the bank’s data network and core system applications, with the ability to create and maintain an IT environment that complies with regulatory and security standards.

Job Specifications

• Work Direction: Reports to the Senior Systems Engineer.
• Accountability: Access to personally identifiable information and highly confidential financial data; requires utmost discretion and confidentiality.
• Work Relationship: Daily contact with technology vendors and bank employees via phone, in person, electronic, and written communication; communicate clearly and pleasantly.
• Supervision: No supervisory responsibilities.

Affirmative Action

Equal Opportunity Employer Veterans/Disabled

Qualifications

• Education: Associate’s degree in computer science orBA in Information Technology or a similar relevant field preferred.
• Experience: Minimum 2 years’ experience in Information Technology services preferred.
• Experience: Microsoft Server operating systems administration experience.
• Experience: Microsoft Office 365, SharePoint, and Teams systems administration experience.
• Experience: PowerShell scripting is preferred but not required.
• Experience: Jack Henry Silverlake experience preferred but not required.
• Experience: Cisco network, switching, and routing experience preferred but not required.
• Experience: Zoom Phone and Call Center experience preferred but not required.
• Experience: Hands-on experience diagnosing and resolving basic technical issues.
• Experience: Excellent communication and interpersonal skills.

Location and Work Setting

Onsite position based in Lincoln, Nebraska (ZIP 68516).