IT Support Technician (In Person)

The Bank of New Glarus•New Glarus, WI

22h•Onsite

About The Position

The IT Support Technician plays a key role in delivering frontline technical support to employees, ensuring reliable access to technology systems, and maintaining a secure, efficient IT environment. This role involves troubleshooting hardware, software, networking, and account-related issues while providing exceptional customer service. The technician will also assist with device provisioning, endpoint management, and documentation efforts. Occasional work outside of normal business hours, including evenings and weekends, may be required to support maintenance windows or urgent issues.

Requirements

Strong verbal and written communication skills; able to explain technical concepts to non-technical users.
Proficiency with Microsoft Windows, Microsoft 365, and common business applications.
Basic mathematical and analytical abilities, including working with ratios, percentages, and statistical information.
Ability to troubleshoot practical problems and adapt to situations with limited standardization.
Strong analytical mindset and effective problem-solving abilities.
Proficient keyboarding skills and working knowledge of computers, peripherals, and software tools.
High ethical standards with proven ability to handle confidential information.
Customer-centric approach with a commitment to service excellence.
Ability to work both independently and collaboratively in a team environment.
Associate degree or equivalent work experience.
Proficiency in Windows operating system.

Nice To Haves

Prior experience in customer support or a technical role is beneficial.

Responsibilities

Help Desk & User Support
Respond promptly to support requests via phone, email, chat, or ticketing system.
Provide Tier 1 support for hardware, software, and network issues.
Deliver clear, friendly, and timely assistance to end users.
Technical Troubleshooting
Assist with user authentication issues, including login failures, MFA challenges, and password resets.
Diagnose and resolve common application and system errors.
Troubleshoot wired/wireless connectivity and VPN access issues.
Hardware Support
Provide support for workstations, laptops, printers, scanners, and peripherals.
Assist with imaging, provisioning, deployment, and lifecycle upgrades.
Support hardware repair efforts, escalating complex issues as needed.
Software & System Support
Install, configure, and update approved software and applications.
Support Microsoft 365, cloud services, and line of business applications.
Provide user guidance on basic functionality and best practices.
Security & Compliance
Follow IT security policies and support secure computing practices.
Assist with patching, endpoint protection, and device compliance checks.
Help monitor for suspicious activity or potential vulnerabilities.
Documentation & Knowledge Management
Maintain accurate, detailed records of service tickets, troubleshooting steps, and resolutions.
Contribute to internal knowledge bases and training guides.
Document recurring issues to support continuous improvement.
Collaboration & Project Support
Work closely with other IT team members to escalate and resolve complex issues.
Participate in IT initiatives, upgrades, and projects as assigned.
Support systems testing, deployment tasks, and technology rollouts.
Customer Service & Professional Conduct
Treat all inquiries, concerns, and complaints with respect and professionalism.
Support the Bank’s commitment to accessibility and high quality service.
Maintain a positive work atmosphere through collaboration and effective communication.
Ethics & Compliance
Uphold high ethical standards and maintain confidentiality regarding customer and organizational information.
Support the Bank’s compliance efforts, including awareness of the Community Reinvestment Act (CRA).