Help Desk Administrator (Hybrid)

Byline Bank•Schaumburg, IL

2d•$25 - $31•Hybrid

About The Position

The Help Desk Administrator serves as a liaison between employees and technology, responding to requests for assistance with computer systems, software applications, and other technical issues. The position provides technical support to internal and external clients, coordinates equipment repairs and technology installations, helps employees use computer programs effectively, and works with internal teams to identify technologies that may improve efficiency. The role also supports basic security functions, helps maintain electronic banking and information security procedures, and communicates with users throughout issue resolution. The position documents, logs, prioritizes, and tracks support requests; maintains troubleshooting knowledge-base articles and user guides; tracks computer hardware inventory; identifies and reports system alerts or outages; and coordinates with IT staff and other departments during system failures. It is a hybrid role combining remote and in-office work, with occasional office visits based on business needs and travel to Byline branch locations as needed.

Requirements

At least 2 years of technical experience.
At least 1 year of banking experience.
Working knowledge of computer equipment, including mobile devices, desktops, laptops, and printers, for identifying problems or replacements.
Experience managing and maintaining Windows 10 and 11, iPhone iOS, and Android operating systems.
Strong understanding of the Microsoft Application suite.
Basic knowledge of network functions and services, including TCP/IP, DHCP, DNS, and IP configuration for devices such as printers.
Experience with Microsoft Active Directory, including adding and removing users and rights.
Strong technical skills and experience troubleshooting computer issues.
Ability to communicate professionally and effectively with customers, coworkers, and vendors, and explain technical information in an understandable way.
Ability to identify the source of technical problems, develop solutions, and think critically and creatively.
Organizational skills and ability to keep track of issues and requests.
Valid driver's license and insurance; travel to Byline branch locations as needed.
Ability to work independently or as part of a team.

Nice To Haves

Associate degree preferred.
Experience with call center applications, specifically Five 9 and Teams.

Responsibilities

Provide technical support for computer hardware and software issues to internal clients, including employees, and external clients, such as customers or vendors.
Work with internal teams to identify and implement technologies that could improve company efficiency.
Help train employees to use computer programs effectively and efficiently.
Answer calls from customers and other business contacts with questions about company products or services.
Coordinate with IT staff to repair or replace malfunctioning equipment.
Interface with departments during system failures, report downtime and its causes, direct repairs as needed, and keep users updated until issues are resolved.
Help coordinate hardware and software installation and implementation of procedures.
Perform basic security functions as required and ensure users follow electronic banking and information security procedures.
Work with supervisors and managers to determine requirements for new or modified software and hardware.
Identify and report system alerts or outages, using effective written and verbal communication and analytical problem-solving skills.
Create and maintain knowledge-base articles containing troubleshooting steps and common solutions.
Log and prioritize support tickets in a ticketing system.
Track and update computer hardware inventory.
Develop and distribute user guides and create or update documentation for new processes.
Perform other duties as assigned.