Technical Support II

River Bank • La Crosse, WI

1d • Onsite

About The Position

The Technical Support II provides intermediate technical and physical security support to River Bank employees. The role independently investigates and resolves moderately complex incidents involving endpoints, applications, user accounts, access, networking, Microsoft 365 services, and physical security systems. It serves as an escalation resource for level I teammates and assists with system administration and maintenance, projects, documentation, process improvement, and employee training.

This is an onsite and traveling position. The schedule is Monday through Friday between 7:30 a.m. and 5:30 p.m., with on-call availability as needed. Travel to River Bank locations and responses to operational or critical system issues outside regular business hours may be required.

Requirements

• Associate degree in Information Technology, Computer Science, Cybersecurity, Information Systems, or a related field; an equivalent combination of education and experience may be considered.
• Three 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 and the ability to provide professional, responsive, and courteous support.
• Excellent verbal and written communication and interpersonal skills, including the ability to communicate effectively 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, including the ability to independently resolve moderately complex technical issues.
• Availability for on-call work outside regular business hours.

Nice To Haves

• 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, Microsoft Entra ID, 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, including 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.

Responsibilities

• Investigate and resolve moderately complex technical incidents and service requests, escalating issues beyond first-level troubleshooting as appropriate.
• Troubleshoot hardware, software, operating system, printing, connectivity, authentication, and application issues; analyze tickets, event logs, system settings, and technical documentation to identify causes.
• Identify recurring incidents and recommend corrective actions or process improvements.
• Configure, deploy, maintain, and troubleshoot desktops, laptops, mobile devices, printers, and approved peripherals.
• Assist with endpoint management, software deployment, patching, configuration enforcement, and device compliance.
• Support Microsoft 365 services, including Exchange Online, Teams, SharePoint Online, and OneDrive.
• Perform approved Active Directory and Microsoft Entra ID account, group, and access administration.
• Support employee 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 according to 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.
• Assist with security investigations, evidence collection, endpoint remediation, and corrective action documentation.
• 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 regular business hours as needed.
• Travel to any River Bank location as needed.
• Perform other duties as assigned.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Long-term and short-term disability insurance
• Paid time off accruing at a rate equivalent to 18 days annually for full-time employees
• Paid holidays
• Paid volunteer hours
• 401(k) with employer match
• Diverse and inclusive work environment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree