Help Desk Administrator (Hybrid)

The Help Desk Administrator is responsible for serving as the liaison between employees and technology by helping with fielding requests for assistance with computer systems, software applications, or other technical issues., * Help provides technical support for computer hardware and software issues to internal clients including employees in other departments and external clients such as customers or vendors.

• Works with internal teams to identify and implement new technologies that could improve efficiency within the company.
• Help with training to employees on how to use computer programs effectively or efficiently.
• Answers phone calls from customers or other business contacts who have questions about products or services offered by the company.
• Coordinates with IT staff to repair or replace malfunctioning equipment.
• Interfaces with all departments in the event of a system failure, reports downtime occurrences and reasons and directs repairs as needed. Contacts users continually until issue is resolved.
• Help coordinates installation of hardware and software and implementation of procedure.
• Performs basic security functions as required.
• Ensures that all users are following correct electronic banking/information security
• procedures.
• Interacts with supervisors and managers to determine requirements for new or modified software and hardware.
• Effective communication skills, both written and verbal
• Strong analytical and logical problem-solving skills, Identifying and reporting system alerts or outages
• Create and maintain knowledge base articles with troubleshooting steps and common solutions.
• Log and prioritize support tickets within a ticketing system.
• Tracking and updating inventory of computer hardware.
• Develop and distribute user guides and provide documentation (or Update current documentation) on new processes.
• Ability to work independently or with a team.
• All other duties as assigned.

• Working knowledge of computer equipment, such as: mobile devices & Desktop/laptops, as well as printers, to identify problems or replacements.
• Experience managing and maintaining the following operating systems: Windows 10,11 iPhone iOS, and Android.
• Strong understanding of Microsoft Application suite
• Basic knowledge of network functions and services (TCP/IP DHCP, DNS, IP configuration devices (Printers)
• Experience with Microsoft Active Directory; ability to add and remove users and rights., * Associates degree preferred.
• Travel to Byline branch locations as needed. Valid driver’s license and insurance required.
• 2+ years technical experience.
• 1+ years of banking experience.
• Strong technical skills with experience in troubleshooting computer issues.
• Must be able to communicate with customers, coworkers, and vendors in a professional and effective manner. Ability to communicate technical information in a way that is easy for customers to understand.
• Ability to resolve technical issues for the employees by identifying the source of the problem and developing a solution. Ability to think critically and creatively to help find the best solution to a problem.
• Must be organized and able to keep track of issues and requests.
• Experience with call center applications (Five 9 and Teams)., Usual office environment with frequent sitting, walking, and standing, and occasional climbing, stooping, kneeling, crouching, crawling, and balancing. Frequent use of eye, hand, and finger coordination enabling the use of office equipment. Oral and auditory capacity enabling interpersonal communication as well as communication through automated devices.

At Byline Bank, we value work-life flexibility and support a hybrid work environment for this position. This role allows for a combination of remote and in-office work, with occasional visits to the office based on business needs. Specific in-office days may vary and will be discussed during the interview process. Compensation & Benefits: Byline Bank offers competitive industry rate salary bands with the goal of retaining and growing talented individuals. We regularly review and adjust our compensation structure as needed to ensure equity across teams and levels. The hourly rate for this position is between $25.00 to $30.77 In addition, Byline provides benefits including medical coverage, dental, vision, disability, 401k, paid time off and much more! Depending on the specific role, compensation may also include discretionary bonuses and other benefit programs. The actual compensation package may vary based on factors such as skill set, experience level, and candidate’s location.

• Best Companies Group and Illinois SHRM (Society for Human Resource Management) Best Workplaces in Illinois 2024, 2025, 2026

By joining our team, you will become part of an organization that values growth, collaboration, and innovation. We strive to create an environment where employees feel supported and are empowered to excel in their roles. If you’re looking for a career with a company that puts people first and makes a difference in the communities we serve, Byline Bank is the place for you.

About the Opportunity: At Byline Bank, we’re looking for hardworking, client-focused individuals to join our dynamic team. As part of our organization, you’ll have the opportunity to contribute to the success of our clients and make a real difference in the communities we serve. If you’re passionate about delivering quality service and thrive in a supportive, growth-oriented environment, let’s connect to discuss this Help Desk Administrator opportunity!