Helpdesk Technician II

Tri City National Bank•West Allis, WI

7d•$70,000•Onsite

About The Position

Invest In You! Tri City National Bank is not just a bank; it's your community banking partner, deeply committed to prioritizing customers, building strong relationships, and fostering a sense of belonging. Our team-oriented environment offers exceptional opportunities for personal and professional growth, celebrating success, and providing excellent benefits along the way. We believe in unparalleled customer service and the right banking solutions to help fulfill financial dreams and contribute to community growth. Tri City National Bank is seeking a skilled and service-oriented Helpdesk Technician II to join our IT team. This is a mid-level technical support role responsible for delivering high-quality service to internal users across all locations. The ideal candidate will bring strong technical breadth, professional maturity, and a proactive mindset to support and improve our IT environment. This mid-level position is expected to demonstrate autonomy, initiative, and the ability to mentor junior staff. It serves as a critical bridge between Tier I support and more advanced infrastructure or application teams. Compensation: $70,000+ annually depending on experience. This position is located in-office at our Operations Center, located in West Allis, Wisconsin.

Requirements

Minimum 2 years of experience in a corporate IT helpdesk or technical support environment
Associate degree in Information Technology or related field, or current enrollment in a relevant program
Strong customer service, empathy, and communication skills (written and verbal)
Demonstrated time management and prioritization skills
Experience supporting:
Windows 10/11 desktop environments
Active Directory (user and group management)
Microsoft 365 productivity applications
Web browsers (Edge, Chrome)
Office printers, MFDs, and conference room equipment
IT ticketing systems
Participation in on-call rotation (mobile phone stipend provided)
Valid driver’s license and reliable transportation (travel to branch locations required; mileage reimbursed)

Nice To Haves

Experience in a regulated industry (e.g., banking, healthcare, insurance)
Familiarity with:
Microsoft Intune, Exchange Admin Center, SharePoint
Citrix, 10Zig OS, Hyland OnBase
Finastra LaserPro, RingCentral, or other banking applications
Experience with Microsoft SCCM or similar deployment tools
General understanding of TCP/IP networking and printer configuration
Experience writing technical documentation and user-facing guides

Responsibilities

Tier II Support & Ticket Management
Respond to and triage incoming helpdesk requests via phone, email, Teams, or in person. Provide first-call resolution when possible or escalate appropriately. Maintain ownership of tickets through resolution.
Hardware Lifecycle Management
Image, provision, swap, and retire desktop equipment. Ensure proper configuration of user profiles and role-based access for new hires, terminations, and role changes.
Technical Administration & Growth
Expand administrative competencies as directed by management. Support enterprise applications, printing/scanning, unified communications, and O365 tools. Demonstrate growth through reduced escalations, documentation contributions, and process improvement suggestions.
Mentorship & Project Support
Mentor Helpdesk Technician I staff and participate in project deployments or special assignments. Represent IT professionally in cross-functional initiatives.
Documentation & Knowledge Sharing
Create and maintain internal knowledge base articles, user guides, and training materials.