User Support Technician

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.

• User Support & Communication
  
  
  
  • 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.
  
  
  
  
• Software Installation & Troubleshooting
  
  
  
  • 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.
  
  
  
  
• Onboarding Support
  
  
  
  • 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.
  
  
  
  
• System & Security Administration
  
  
  
  • Administer security change procedures and manage user access rights.
  • Assist with compiling and running reports from Jack Henry systems.
  
  
  
  
• Documentation & Continuous Improvement
  
  
  
  • 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.
  
  
  
  
• Monitoring and Log Review
  
  
  
  • 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
  
  
  
  
• Additional Duties
  
  
  
  • Assist tellers with AS400, Silverlake, and Vertex issues.
  • Participate in departmental projects as needed.
  • Available for occasional Saturday shifts.
  
  
  
  

• 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.

• Previous call center, help desk or related experience.
• Banking or financial service industry experience a plus.
• Familiarity with asset tracking and incident management systems.

Location Details

This position is considered a hybrid role. Must be able to work onsite 3-4 days per week. With management approval, an incumbent may work a combination of remote and onsite work to perform the regular responsibilities of the role. Actual schedule requirements may vary based upon business needs. Onsite work is performed at our location in Reno, Nevada, however, may take calls from employees in other states to assist with Help Desk and User Provisioning matters.

Compensation & Benefits

Base pay: $25.85/hour - 33.65/ hour

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