Senior IT Operations Technician

Premier Bank is seeking an experienced and service-oriented Senior IT Operations Technician to provide technical support for employees and help maintain the reliable operation of the Bank’s technology environment.

This position provides Tier 1 and Tier 2 support for computers, Microsoft 365 applications, printers, scanners, phones, mobile devices, and other network-connected equipment. The Senior IT Operations Technician also performs first-level troubleshooting of wired and wireless connectivity, user access, endpoint security, and related infrastructure issues.

The successful candidate will combine strong technical troubleshooting skills with excellent customer service, clear communication, thorough documentation, and an understanding of the security and compliance expectations of a regulated financial institution.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Help Desk and End-User Support

· Serve as a primary point of contact for employee technology issues and service requests.

· Provide Tier 1 and Tier 2 technical support for workstations, laptops, mobile devices, Microsoft 365 applications, and business software.

· Diagnose and resolve hardware, software, access, connectivity, and peripheral-equipment issues.

· Respond to service requests promptly and communicate status updates to affected employees.

· Prioritize incidents based on business impact, urgency, security risk, and service-level expectations.

· Escalate complex infrastructure, application, cybersecurity, or vendor-related issues to the appropriate internal resource or third-party provider.

· Provide technical guidance to employees in a professional, patient, and understandable manner.

Workstation and Endpoint Support

· Install, configure, deploy, maintain, and troubleshoot Windows workstations and laptops.

· Assist with workstation imaging, software installation, operating-system updates, security patches, and device replacement.

· Support endpoint-management and security tools, including antivirus, encryption, multifactor authentication, and mobile-device management.

· Troubleshoot user profiles, device performance, application failures, peripheral connectivity, and login issues.

· Assist with the implementation and maintenance of standardized workstation configurations.

· Help ensure Bank devices comply with established security baselines and configuration standards.

· Coordinate warranty repairs and vendor support for covered equipment.

Microsoft 365 and User Administration

· Support Microsoft Outlook, Teams, OneDrive, SharePoint, Word, Excel, PowerPoint, and other Microsoft 365 services.

· Assist with password resets, account lockouts, multifactor authentication, security enrollment, and user-access issues.

· Perform authorized user-administration activities in Active Directory and Microsoft Entra ID.

· Assist with mailbox, distribution-list, shared-folder, file-access, and application-permission requests.

· Support file synchronization, collaboration, and document-access issues involving OneDrive, SharePoint, and Teams.

· Follow approved access-management procedures and verify authorization before granting or modifying access.

Printer, Scanner, and Peripheral Support

· Install, configure, maintain, and troubleshoot network and locally connected printers, scanners, check scanners, and multifunction devices.

· Diagnose printing, scanning, driver, queue, connectivity, and device-configuration issues.

· Coordinate repairs, maintenance, and supply-related concerns with equipment vendors when necessary.

· Support monitors, docking stations, keyboards, mice, webcams, headsets, and other employee peripherals.

· Maintain accurate documentation of installed equipment, configurations, and vendor-support information.

Phone and Communication System

· Install, configure, and troubleshoot desk phones, headsets, voicemail, and related communication equipment.

· Assist with employee extensions, voicemail access, call-routing changes, and basic phone-system configuration.

· Diagnose first-level VoIP and phone-connectivity issues.

· Escalate carrier, circuit, call-routing, and advanced phone-system problems to the appropriate vendor or telecommunications provider.

· Support conference-room technology, video conferencing, displays, cameras, microphones, and related equipment.

Network and Connectivity Support

· Perform first-level troubleshooting of wired and wireless network connectivity.

· Diagnose common issues involving Ethernet connections, Wi-Fi, TCP/IP settings, DHCP, DNS, VPN access, network cabling, and basic switch-port connectivity.

· Use approved diagnostic tools and commands to identify the likely source of network interruptions.

· Assist with network-equipment installation, cable organization, equipment labeling, and technology-room maintenance.

· Document network symptoms, troubleshooting steps, affected devices, and business impact before escalating an issue.

· Escalate firewall, routing, switching, VLAN, wireless-controller, circuit, and other advanced network issues to senior IT personnel or authorized vendors.

· Avoid making unapproved infrastructure or security changes outside the position’s assigned authority.

Employee Onboarding and Offboarding

· Prepare computers, phones, peripherals, accounts, and authorized application access for new employees.

· Verify that required equipment and access are available before an employee’s start date.

· Provide new employees with basic technology orientation and security guidance.

· Complete authorized access changes when employees transfer to new positions.

· Disable access and recover Bank equipment promptly when employees leave the organization.

· Document onboarding, transfer, and termination activities in accordance with established procedures.

Security and Incident Support

· Follow the Bank’s information-security, acceptable-use, access-control, change-management, and incident-response procedures.

· Recognize and promptly escalate suspected phishing, malware, unauthorized access, data exposure, fraud, or other cybersecurity concerns.

· Assist with endpoint isolation, evidence preservation, password resets, device recovery, and other authorized incident-response activities.

· Support security-awareness initiatives and reinforce safe technology practices with employees.

· Maintain confidentiality when handling employee, customer, account, security, or system information.

· Participate in business continuity and disaster recovery exercises as assigned.

· Assist with technical recovery activities following service disruptions or cybersecurity events.

Documentation and Assess Management

· Record service requests, troubleshooting steps, resolutions, equipment changes, and follow-up activities in the Bank’s help desk or ticketing system.

· Create and maintain technical instructions, support procedures, equipment inventories, user guides, and knowledge-base articles.

· Maintain accurate records for computers, monitors, printers, phones, mobile devices, software, and other technology assets.

· Assist with equipment receiving, tagging, assignment, secure storage, reassignment, and disposal.

· Identify recurring issues and recommend improvements to procedures, configurations, training, or technology.

· Support internal audits, examinations, access reviews, asset inventories, and vendor reviews by providing accurate documentation.

Minimum Qualifications

· Three to five years of progressively responsible experience in IT help desk, desktop support, technical support, or IT operations.

· Demonstrated experience supporting Windows 11 workstations and Microsoft 365 applications.

· Working knowledge of Active Directory, Microsoft Entra ID, user accounts, group membership, permissions, and multifactor authentication.

· Experience installing and troubleshooting computers, printers, scanners, desk phones, mobile devices, and related peripheral equipment.

· Practical understanding of TCP/IP, DNS, DHCP, Ethernet, Wi-Fi, VPNs, network cabling, and basic switch connectivity.

· Experience using a help desk, service-management, or ticketing system.

· Strong troubleshooting, analytical, organizational, and documentation skills.

· Strong written and verbal communication skills.

· Ability to explain technical issues clearly to nontechnical employees.

· Ability to work independently, manage competing priorities, and follow issues through resolution.

· Ability to handle confidential information with appropriate discretion.

Preferred Qualifications

· Previous IT support experience in banking, financial services, healthcare, insurance, or another regulated industry.

· Experience supporting Microsoft Intune or a comparable endpoint-management platform.

· Familiarity with VoIP phone systems, conference-room technology, mobile-device management, and network monitoring.

· Experience with endpoint detection and response, email security, encryption, vulnerability management, or security-awareness platforms.

· Familiarity with ITIL service-management practices and formal incident, problem, and change-management processes.

· Experience supporting multiple office or branch locations.

· Associate or bachelor’s degree in information technology, cybersecurity, computer science, networking, or a related field.

Certifications

 Candidates should possess, or be actively working toward, at least two certifications relevant to the position. Preferred certifications include:

· CompTIA A+

· CompTIA Network+