Technician II, Information Technology, South Bend, IN

1st Source Bank•South Bend, IN

About The Position

The Technician II provides technical support to employees within the organization for information technology–related issues. This position delivers first‑line phone and remote support, handles escalated incidents, and provides user training on computer hardware, software, applications, and peripheral devices. The Technician II resolves basic to intermediate technical issues using approved tools and resources, including the knowledge base, and collaborates with other IT team members to ensure timely resolution. The role adheres to and enforces all organizational security, network, and technology policies.

Requirements

Two (2) to four (4) years of experience as an IT Technician, Help Desk Support professional, or in a related role
Intermediate computer skills with general knowledge of desktop hardware and operating systems
Intermediate knowledge of Microsoft 365 (Outlook, Teams, Word, Excel, Power Point)
Independently resolves routine issues and applies judgment to escalations
Customer service–focused approach with patience and professionalism
Intermediate troubleshooting skills with the ability to follow documented procedures
Willingness to learn new technologies, tools, and support processes
Ability to work effectively as part of a team
High School Diploma/GED required.
Certifications required: HDI, A+, MCP, Network +. Or achieve within first year

Nice To Haves

Familiarity with ticketing systems or IT support processes preferred
Associate’s degree in related studies preferred.

Responsibilities

Provide first‑level support via phone, remote tools, and service tickets
Troubleshoot and resolve basic to intermediate hardware, software, application, and connectivity issues
Provide guidance and training to end users on standard tools, applications, and technology processes
Accurately document incidents, requests, troubleshooting steps, and resolutions in the ticketing system
Leverage knowledge articles and actively contribute to knowledgebase updates and improvements
Install, configure, maintain, and repair computers and related equipment
Evaluate issues that require escalation and coordinate resolution following defined escalation procedures
Follow and enforce IT security policies, access controls, and acceptable use standards
Meet service level expectations and participate in continuous service and process improvement initiatives
Required to participate in scheduled on‑call and after‑hours support rotations