IT Technical Support

The IT Technical Support role at River Bank is an onsite position focused on technical support and physical security support. You will serve as an initial point of contact for support requests, provide routine troubleshooting, document activity, and coordinate with the IT team and third-party vendors as needed.

Role Overview

You will intake IT and physical security support requests, triage them based on priority, impact, and urgency guidelines, and work through common issues related to hardware, software, printing, connectivity, and user accounts. When issues cannot be resolved at the routine level, you will escalate to senior team members, the IT Department Head, or an approved vendor. You will also maintain accurate documentation and follow up with employees to confirm resolution.

Key Responsibilities

• Receive and document IT and physical security support requests submitted through the ticketing system, email, telephone, or in person.
• Review and categorize requests using established priority, impact, and urgency guidelines.
• Provide troubleshooting for common hardware, software, printing, connectivity, and account-related issues.
• Resolve routine requests including password resets, account lockouts, printer issues, software errors, peripheral replacements, and basic connectivity problems.
• Communicate clearly with employees regarding status, troubleshooting actions, 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 records of requests, troubleshooting steps, resolutions, and follow-up activities.
• Identify recurring issues and notify the appropriate IT team member.
• 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.
• Support workstation deployments, replacements, relocations, and refresh activities.
• Maintain accurate asset records when equipment is installed, moved, assigned, returned, or retired.
• Support routine user account administration, including password resets, approved access requests, and account changes.
• Assist with onboarding, transfers, and offboarding through assigned technology and access tasks.
• Confirm requests have appropriate authorization and escalate elevated access or exception requests.
• Document and support physical security-related requests that may include badges, access control, cameras, and alarms.
• Complete routine badge and physical access requests according to approved procedures, and 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, and attend required training and perform other duties as assigned.

Required Qualifications

• Associate degree in Information Technology, Computer Science, or a related field; equivalent combination of education and experience will be considered 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.

Technologies

• Microsoft 365
• Windows workstations
• Active Directory
• VPN

Schedule

• Monday to Friday, between 7:30am and 5:00pm
• On-call as needed

Benefits

• Insurances including health, dental, vision, life, long-term and short-term disability, and more
• Paid Time Off (PTO) at a rate equivalent to 18 days annually for full-time employees
• Paid holidays
• Paid volunteer hours
• 401(k) with an employer match

Location

La Crosse, WI (onsite)