User Support Technician
About The Position
This position is responsible for providing responsive and professional technical support to employees across the organization. Core duties include assisting users via phone, email, and remote tools with Level 1 and Level 2 PC issues, supporting banking systems such as AS400, Silverlake, Vertex and ensuring timely resolution of technical problems. The User Support Technician will also handle software installations, troubleshoot application and hardware issues, and work directly with newly hired employees to configure and set up their laptops, remote access, and related systems for a smooth onboarding experience.
Requirements
- High school diploma and 2 or more years of experience in IT support, help desk, banking technology, or call center environment; or equivalent combination of education and experience.
- Strong technical proficiency and troubleshooting skills.
- Knowledge of PC hardware, Microsoft Windows OS, and MS Office Suite.
- Ability to communicate clearly and professionally via phone and email.
- Excellent customer service skills with a focus on responsiveness and proactive support.
- Strong organizational abilities and attention to detail.
Nice To Haves
- Previous call center, help desk or related experience.
- Banking or financial service industry experience a plus.
- Familiarity with asset tracking and incident management systems.
Responsibilities
- Respond promptly to employee inquiries via phone, email, and remote support tools, ensuring clear and professional communication.
- Provide Level 1 and Level 2 technical support for PC hardware, software, and banking systems.
- Route Level 3 issues to the appropriate team and follow up to ensure resolution.
- Track, document, and update all support requests accurately in the ticketing system.
- Install, configure, and update software applications as required.
- Diagnose and resolve issues related to operating systems, applications, and peripheral devices.
- Perform root cause analysis for recurring problems and recommend solutions.
- Work directly with newly hired employees to configure laptops, install required applications, and ensure proper access to systems.
- Provide orientation on basic IT tools and self-help resources.
- Administer security change procedures and manage user access rights.
- Assist with compiling and running reports from Jack Henry systems.
- Create and maintain helpdesk documentation, FAQs, and self-help guides.
- Document changes and procedures clearly for future reference.
- Identify opportunities to improve support processes and enhance user experience.
- Daily review and completion of daily checklists to ensure maximum uptime and performance of the Banks environment
- Response to alerts and escalation of support tickets
- Assist tellers with AS400, Silverlake, and Vertex issues.
- Participate in departmental projects as needed.
- Available for occasional Saturday shifts.
Benefits
- Old Second is committed to fair and equitable pay practices.
- Pay is dependent upon the pay range and the incumbent’s knowledge, skills and experience.
- Benefits: How We Support You - Old Second
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
