IT Help Desk Technician

Join United Community Bank as an IT Help Desk Technician in Auburn, IL. This onsite role provides end‑user computing support and collaborates with system administrators. You will image and build workstations, apply patches, maintain Active Directory, assist with AV setups, and deliver direct user support. The position offers an hourly wage of $17 to $21 and requires education in Computer Science or MIS via an Associate’s degree or vocational training, or equivalent experience (preferred).

Responsibilities

• Assess issue urgency, determine the appropriate resolution path, and escalate when needed
• Install hardware and peripherals such as monitors, keyboards, printers, and scanners
• Load operating systems, networking components, and office applications
• Provide telephone, in‑person, and online support to end users
• Keep non‑ticket tasks updated with resolution dates
• Image and build workstations and laptops
• Patch user machines and servers
• Manage Active Directory changes, maintenance, and housekeeping
• Assist with audio/visual support in conference and training rooms
• Maintain working knowledge of mobile device technologies and operating systems
• Maintain and troubleshoot printers, including print servers and queues
• Develop and maintain end‑user desktop FAQs and How‑To articles
• Escalate network or technical issues to the IT Helpdesk Manager and provide necessary information for troubleshooting
• Provide proactive communication about pending or upcoming problems, outages, or service issues
• Other related duties as assigned

Requirements

• Strong proficiency with the Microsoft Office suite (Word, Excel, Access, PowerPoint)
• Experience with ITI/Director is a plus
• Associate’s degree or vocational training in Computer Science/MIS, or equivalent experience (preferred)
• Experience with PowerShell, SQL, JavaScript, XML or similar scripting/logic is a plus
• Previous customer service experience preferred
• Excellent attention to detail and accuracy
• Strong time management and organizational skills
• Discretion with confidential information and professional handling of sensitive situations
• Ability to communicate effectively with customers and coworkers
• Reading, writing, and comprehension of simple instructions and memos
• Ability to perform basic mathematical calculations and apply them to work
• Capability to manage multiple tasks simultaneously
• Analytical problem‑solving skills with the ability to define problems and draw valid conclusions
• Ability to work independently, set priorities, and meet deadlines with limited supervision
• Commitment to safety and regulatory compliance
• Knowledge of financial institution regulations
• Sound judgement aligned with established policies, procedures, and practices
• General understanding of bank procedures and how they apply across the organization

Technologies

• Microsoft Office
• PowerShell
• SQL
• JavaScript
• XML
• Active Directory
• ITI/Director

Benefits

• 401(k) retirement plan (eligible after 30 days of employment, age 20)
• Paid Leave Time
• Free checking account including identity theft protection, cellphone protection, Roadside Assistance and more
• Free savings account and Safety Deposit Box
• Cashier's checks
• Vacation time (eligible after 30 days of employment)
• Sick/Personal Time (eligible after 90 days of employment)
• Holidays
• Jury Duty leave
• Health Insurance (eligible after 30 days of employment)
• Dental Insurance (eligible after 30 days of employment)
• Vision Insurance (eligible after 30 days of employment)
• Life Insurance (eligible after 30 days of employment)
• Short‑Term Disability Insurance (eligible after 30 days of employment)
• Long‑Term Disability Insurance (eligible after 30 days of employment)
• Section 125 Cafeteria Plan including Flexible Spending Accounts (eligible after 30 days of employment)
• Tuition Reimbursement
• Military Leave

Attendance Requirements

Employees are expected to report to work as scheduled, on time, and prepared to start. They should remain for the entire scheduled work period, avoiding late arrivals, early departures, and unscheduled absences.

Certificates, Licenses, or Registrations

None required

Working Conditions

This position operates in a clerical office setting and regularly uses standard office equipment such as computers, phones, copiers, filing cabinets, and fax machines.

Physical Requirements

• Requires bending, stooping, or standing as necessary
• Ability to hear, speak, and signal others
• Effective verbal and written communication in English
• Manual dexterity for typing and transactions
• Occasional lifting and moving up to 25 pounds