Help Desk Technician II

The Level 2 IT Help Desk Technician provides advanced technical support to bank employees and assists with the maintenance, troubleshooting, and optimization of end-user systems. This position serves as the escalation point for Level 1 technicians and works closely with network and systems administrators to resolve more complex issues. A strong understanding of banking software, security protocols, and regulatory requirements is essential.

PRIMARY DUTIES:

Technical Support & Issue Resolution

• Respond to and resolve escalated service desk tickets related to hardware, software, network connectivity, and business applications.
• Diagnose and troubleshoot issues involving workstations, printers, mobile devices, VoIP phones, and other peripherals.
• Provide advanced support for core banking systems, remote access tools, and multi-factor authentication.
• Perform root-cause analysis for recurring problems and implement long-term solutions.

System Administration & Maintenance

• Manage user accounts, security groups, and permissions in Active Directory and other enterprise systems.
• Assist in patch management, software deployment, and system updates across the bank’s network.
• Support and maintain VPN and remote connectivity solutions.
• Ensure workstation security compliance, including antivirus, encryption, and access control.

Security & Compliance

• Enforce security standards and IT policies in alignment with banking regulations such as Gramm-Leach-Bliley Act (GLBA) and other applicable frameworks.
• Monitor and respond to security alerts or suspicious activity on end-user devices.
• Participate in disaster recovery drills and assist in business continuity planning.

Collaboration & Escalation

• Serve as the escalation point for Level 1 technicians; provide coaching and guidance when needed.
• Collaborate with network engineers, systems administrators, and vendors to resolve advanced issues.
• Document solutions and contribute to the IT knowledge base.

Documentation & Reporting

• Maintain accurate records of work performed in the ticketing system.
• Create or update standard operating procedures and troubleshooting guides.
• Provide feedback to IT leadership on recurring issues or process improvements.

Other Responsibilities

• Perform other duties as assigned to support IT operations and organizational objectives.
• Attend meetings as needed or required.
• Promote and represent the Company in a positive manner while at work and outside of work.
• Comply with all policies and regulations.
• Complete all training required by management.

Do you have experience in IT department experience?, Do you have a Associate’s degree?, Longview Capital Corporation is looking for dependable, energetic, and motivated individuals to join our team. Longview Capital Corporation is a community-focused Holding Company that provides financial services through subsidiary institutions dedicated to providing personalized banking solutions to individuals and businesses across central Illinois. Longview Capital Corporation’s goal is to employ people who are interested in Rural America., * Associate degree in IT or related field, or equivalent technical experience.

• 2+ years of IT support experience (preferably in a financial institution).
• Strong knowledge of Windows desktop OS, Office productivity software, and common banking applications.
• Experience with Active Directory, group policies, VPN, and remote access tools.
• Familiarity with security protocols, endpoint protection, and patch management.
• CompTIA A+, Network+, or Security+ certification preferred.
• Experience with core banking platforms and teller systems preferred.
• Knowledge of regulatory compliance in financial institutions preferred., * Problem-Solving & Analytical Skills
• Collaboration & Communication
• Adaptability & Prioritization
• Technical Initiative
• Attention to Detail & Commitment to Security & Confidentiality

Pulled from the full job description

• Health insurance
• 401(k) matching
• Vision insurance
• Dental insurance
• Paid holidays, Schedule: Monday - Friday, daytime shifts plus rotating Saturday mornings and on-call hours

Benefits: 401(k) match, Paid Holidays, Vacation, Sick/Personal days, medical, dental, vision insurance, $100 logo apparel gift card, and more.