Technical Support II

River Bank is hiring a Technical Support II on-site in La Crosse, WI. In this role, you will support River Bank employees with intermediate technical and physical security troubleshooting, handle moderately complex incidents independently, and serve as an escalation point for issues that go beyond first-level resolution. You will also contribute to system maintenance, endpoint management, documentation, process improvement, and employee training.

What you’ll do

• Investigate and resolve moderately complex technical incidents and service requests.
• Act as an escalation resource for problems not resolved through first-level troubleshooting.
• Perform detailed troubleshooting across hardware, software, operating systems, printing, connectivity, authentication, and application issues.
• Review ticket information, event logs, system settings, and technical documentation to identify root causes.
• Spot recurring incident patterns and recommend corrective actions or process improvements.
• Configure, deploy, maintain, and troubleshoot desktops, laptops, mobile devices, printers, and approved peripherals.
• Support endpoint management tasks such as software deployment, patching, configuration enforcement, and device compliance.
• Support Microsoft 365 services, including Exchange Online, Teams, SharePoint Online, and OneDrive.
• Perform approved administration for Active Directory and Microsoft Entra ID for accounts, groups, and access.
• Support onboarding, transfers, leaves, and offboarding through provisioning and deprovisioning processes.
• Troubleshoot profile, authentication, synchronization, access, and application deployment issues.
• Troubleshoot wired, wireless, VPN, DNS, DHCP, and general network connectivity issues.
• Assist with monitoring networks, servers, cloud, telecommunications, backups, and branch infrastructure.
• Perform approved maintenance activities following change management procedures.
• Administer approved badge and physical-access requests, and troubleshoot access control, camera, and related systems.
• Identify and report suspicious activity, vulnerabilities, control weaknesses, policy violations, and potential security incidents.
• Support security investigations with evidence collection, endpoint remediation, and documentation of corrective actions.
• Support audit, compliance, risk assessment, and vendor management activities through technical documentation.
• Participate in system upgrades, equipment deployments, vendor implementations, and process improvements.
• Develop technical procedures, configuration records, troubleshooting guides, 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 complete other duties as assigned.

Minimum requirements

• Associate degree in Information Technology, Computer Science, Cybersecurity, Information Systems, or a related field (or an equivalent combination of education and experience in lieu of).
• 3 years of experience in technical support, endpoint support, service desk operations, or a related technology role.
• Experience supporting Microsoft 365, Active Directory, Microsoft Entra ID, and endpoint management solutions.
• Excellent customer service skills with the ability to provide professional, responsive, and courteous support.
• Excellent verbal and written communication and interpersonal skills to communicate with employees, vendors, and stakeholders.
• Ability to prioritize and manage multiple assignments while maintaining accuracy and meeting deadlines.
• Ability to work effectively under pressure and adapt to changing priorities in a fast-paced environment.
• Strong analytical, troubleshooting, and problem-solving skills to independently resolve moderately complex technical issues.
• On-call availability outside of regular business hours.

Schedule and work location

• La Crosse, WI (onsite)
• Monday to Friday between 7:30am and 5:30pm, with on-call as needed

Tools and technologies you’ll use

• Microsoft 365, Exchange Online, Teams, SharePoint Online, OneDrive
• Active Directory, Microsoft Entra ID
• TCP/IP, DNS, DHCP, VPN
• MFA
• IT service management (ITSM), ITIL

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Long-term disability
• Short-term disability
• 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

Additional desired knowledge

• Experience in banking, financial services, healthcare, government, or another regulated industry.
• Knowledge of Windows endpoint troubleshooting, Microsoft 365 applications, and Microsoft 365 administrative services.
• Working knowledge of Active Directory and Microsoft Entra ID, including user provisioning, group management, permissions, and access control.
• Experience with endpoint configuration, software deployment, patch management, device compliance, and endpoint lifecycle management.
• Understanding of TCP/IP, DNS, DHCP, VPN, and connectivity troubleshooting.
• Knowledge of authentication technologies, multifactor authentication (MFA), endpoint protection, and incident reporting procedures.
• Understanding of IT service management (ITSM) principles such as incident management, request fulfillment, change management, and documentation practices (ITIL).
• Familiarity with physical access control systems, video surveillance systems, and related security technologies.
• Relevant technical certifications such as CompTIA A+, Microsoft Fundamentals, Microsoft 365, and ITIL.

If you have questions about the role, contact [email protected].