Senior Help Desk Specialist

Foresight Bank • Winnebago, IL

22d • Onsite

About The Position

The Senior Helpdesk Technician provides advanced technical support to end users across the Foresight Bank enterprise, ensuring reliable workstation performance, secure access to systems, and smooth operation of core business applications. This role serves as an escalation point for complex issues, contributes to the stability of enterprise technology environments, and supports the administration of key productivity and production systems.

Requirements

• Bachelor’s degree in IT/IS or related field and commensurate work experience in a regulated financial‑services environment required, certifications (CompTIA, MCP, MSCE), preferred.
• Ability to physically lift devices weighing up to 45 pounds.
• Must have a valid driver’s license.
• Strong proficiency with Windows operating systems, enterprise software, and workstation management tools.
• Demonstrated experience with identity and access management, including Active Directory and MFA technologies.
• Advanced understanding of network fundamentals (TCP/IP, DNS, DHCP, VPN).
• Ability to diagnose and resolve complex hardware, software, and connectivity issues.
• Experience supporting enterprise productivity suites such as Microsoft 365.
• Familiarity with ticketing systems, ITIL concepts, and helpdesk best practices.
• Strong communication skills and the ability to support users with varying technical backgrounds.
• Excellent documentation habits and attention to detail.
• Ability to work independently, prioritize effectively, and serve as a technical escalation point.

Responsibilities

• Provide advanced troubleshooting for workstation operating systems, desktop software, hardware components, and peripheral devices.
• Resolve complex desktop issues using established procedures and advanced diagnostic methods.
• Assist end users with advanced support for Microsoft Office applications (Word, Excel, PowerPoint, etc.), including one‑on‑one or group training when needed.
• Acknowledge, record, and manage all helpdesk requests received via email, web submission, or phone, ensuring accurate entry into the helpdesk database.
• Participate in weekend coverage to support basic user needs for banks within the Foresight enterprise.
• Fulfill assigned on‑call responsibilities for banks operating on Saturdays.
• Assist with the setup and administration of Active Directory user and computer accounts, profiles, and permissions.
• Support the setup and administration of mail accounts across the enterprise.
• Assist with the setup and administration of user and printer configurations within our core environment.
• In collaboration with the Infrastructure Team, Provide advanced support for identity management and authentication issues.
• Troubleshoot and support network connectivity, including wired/wireless access and VPN issues.
• Configure, deploy, and troubleshoot printers and multifunction devices across the enterprise.
• Assist with maintenance operations for all laser printers within the Foresight enterprise.
• Support preventative maintenance, surveys, and logging of assigned equipment.
• Provide both basic and advanced support for the organization’s productivity suite and core production applications.
• Install, update, and administer enterprise software in accordance with departmental standards.
• Review and archive system, application, and backup logs following prescribed procedures.
• Participate in disaster recovery testing, documentation management, and related procedures
• Assist with tasks in the ticketing system, including change management, template creation, and administrative updates.
• Maintain and update the IT department’s software and application documentation library.
• Support helpdesk workflow improvements and contribute to best‑practice development.
• Act as an escalation point for Helpdesk I and II technicians, providing guidance on advanced tickets and projects.
• Coordinate tasks and projects with the Product Support and Network Operations teams.
• Meet or exceed departmental expectations for time utilization, service levels, and policy adherence.
• Complete assigned project tasks in alignment with departmental priorities.
• Assist with compliance management for requisitioning, delivery, and disposal of information assets across the Foresight enterprise.
• Maintain compliance with and adhere to all state and federal regulations and bank policies and procedures, including, but not limited to Bank Secrecy Act, FACT ACT, Community Reinvestment Act, and EEO/AA/Fair Employment Practices.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level