Technical Support II

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

• Investigate and resolve moderately complex technical incidents and service requests.
• Serve as an escalation resource for issues not resolved through first-level troubleshooting.
• Perform detailed troubleshooting of hardware, software, operating system, printing, connectivity, authentication, and application issues.
• Analyze ticket information, event logs, system settings, and technical documentation to identify causes.
• Identify recurring incidents and recommend corrective actions or process improvements.

Systems, Endpoint, and Infrastructure Support

• 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 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.

Security, Physical Security, Projects, and Knowledge

• 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 of regular business hours as needed.
• Travel to any River Bank location as needed.
• Perform other duties as assigned.

• Associate degree in Information Technology, Computer Science, Cybersecurity, Information Systems, or a related field, and will consider equivalent combination of education and experience in lieu of.
• Three (3) 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, endpoint management solutions.
• Excellent customer service skills with the ability to provide professional, responsive, and courteous support.
• Excellent verbal and written communication and interpersonal skills with 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 with the ability to independently resolve moderately complex technical issues.
• On-call availability outside of regular business hours.

Desired Knowledge, Skills and Abilities:

• 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.

River Bank offers a robust benefits package including insurances such as health, dental, vision, life, long-term and short-term disability, and more. In addition to insurance benefits, new team members accrue Paid Time Off (PTO) at a rate equivalent to 18 days annually for full-time employees. River Bank also offers paid holidays, paid volunteer hours, and 401(k) with an employer match.