Helpdesk Technician II

Overview

Invest In You! Tri City National Bank is not just a bank; it's your community banking partner, deeply committed to prioritizing customers, building strong relationships, and fostering a sense of belonging. Our team-oriented environment offers exceptional opportunities for personal and professional growth, celebrating success, and providing excellent benefits along the way. We believe in unparalleled customer service and the right banking solutions to help fulfill financial dreams and contribute to community growth.

 

Tri City National Bank is seeking a skilled and service-oriented Helpdesk Technician II to join our IT team. This is a mid-level technical support role responsible for delivering high-quality service to internal users across all locations. The ideal candidate will bring strong technical breadth, professional maturity, and a proactive mindset to support and improve our IT environment.  This mid-level position is expected to demonstrate autonomy, initiative, and the ability to mentor junior staff. It serves as a critical bridge between Tier I support and more advanced infrastructure or application teams. 

 

Compensation: $70,000+ annually depending on experience. 

 

This position is located in-office at our Operations Center, located in West Allis, Wisconsin. 

Responsibilities

Tier II Support & Ticket Management 

• Respond to and triage incoming helpdesk requests via phone, email, Teams, or in person. Provide first-call resolution when possible or escalate appropriately. Maintain ownership of tickets through resolution. 

Hardware Lifecycle Management 

• Image, provision, swap, and retire desktop equipment. Ensure proper configuration of user profiles and role-based access for new hires, terminations, and role changes. 

Technical Administration & Growth 

• Expand administrative competencies as directed by management. Support enterprise applications, printing/scanning, unified communications, and O365 tools. Demonstrate growth through reduced escalations, documentation contributions, and process improvement suggestions. 

Mentorship & Project Support 

• Mentor Helpdesk Technician I staff and participate in project deployments or special assignments. Represent IT professionally in cross-functional initiatives. 

Documentation & Knowledge Sharing 

• Create and maintain internal knowledge base articles, user guides, and training materials. 

Qualifications

• Minimum 2 years of experience in a corporate IT helpdesk or technical support environment 
• Associate degree in Information Technology or related field, or current enrollment in a relevant program 
• Strong customer service, empathy, and communication skills (written and verbal) 
• Demonstrated time management and prioritization skills 
• Experience supporting:
  • Windows 10/11 desktop environments
  • Active Directory (user and group management)
  • Microsoft 365 productivity applications
  • Web browsers (Edge, Chrome)
  • Office printers, MFDs, and conference room equipment
  • IT ticketing systems
• Participation in on-call rotation (mobile phone stipend provided)
• Valid driver’s license and reliable transportation (travel to branch locations required; mileage reimbursed) 

Preferred Qualifications:

• Experience in a regulated industry (e.g., banking, healthcare, insurance) 
• Familiarity with:
  • Microsoft Intune, Exchange Admin Center, SharePoint
  • Citrix, 10Zig OS, Hyland OnBase
  • Finastra LaserPro, RingCentral, or other banking applications
• Experience with Microsoft SCCM or similar deployment tools 
• General understanding of TCP/IP networking and printer configuration 
• Experience writing technical documentation and user-facing guides 

 

Why Join Us: 

• Community Impact: Be part of a local bank deeply rooted in community values, contributing to the growth and prosperity of our neighborhoods.
• Innovation: Embrace a dynamic and evolving work environment that encourages fresh perspectives and continuous learning.
• Career Growth: Unlock future opportunities for personal and professional development as you navigate through our Pathways for Success.
• Celebration of Success: Join a team that values and celebrates individual and collective achievements.
• Work Life Balance: No early mornings or late nights, enjoy a predictable sche