Senior Help Desk Specialist

Job Description

Job Description

To see benefits offered by Foresight Bank, please visit our careers page: Career Opportunities | Foresight Bank.

Organization Overview:

Foresight Bank is the largest, locally owned community bank in Northern Illinois, with fifteen offices in the counties of Winnebago, Stephenson and Kankakee. Foresight Bank is owned by Foresight Financial Group, Inc., an Illinois corporation founded in 1986, a financial holding company established under the Federal Reserve.

Position Summary:

The Senior Helpdesk Technician provides advanced technical support to end users across the Foresight Bank enterprise, ensuring reliable workstation performance, secure access to systems, and smooth operation of core business applications. This role serves as an escalation point for complex issues, contributes to the stability of enterprise technology environments, and supports the administration of key productivity and production systems.

Primary Responsibilities:

End-User Support and Workstation Operations

1. Provide advanced troubleshooting for workstation operating systems, desktop software, hardware components, and peripheral devices.
2. Resolve complex desktop issues using established procedures and advanced diagnostic methods.
3. Assist end users with advanced support for Microsoft Office applications (Word, Excel, PowerPoint, etc.), including one‑on‑one or group training when needed.
4. Acknowledge, record, and manage all helpdesk requests received via email, web submission, or phone, ensuring accurate entry into the helpdesk database.
5. Participate in weekend coverage to support basic user needs for banks within the Foresight enterprise.
6. Fulfill assigned on‑call responsibilities for banks operating on Saturdays.

Identity, Access, and Account Administration

1. Assist with the setup and administration of Active Directory user and computer accounts, profiles, and permissions.
2. Support the setup and administration of mail accounts across the enterprise.
3. Assist with the setup and administration of user and printer configurations within our core environment.
4. In collaboration with the Infrastructure Team, Provide advanced support for identity management and authentication issues.

Network, Printer, and Peripheral Suppor t

1. Troubleshoot and support network connectivity, including wired/wireless access and VPN issues.
2. Configure, deploy, and troubleshoot printers and multifunction devices across the enterprise.
3. Assist with maintenance operations for all laser printers within the Foresight enterprise.
4. Support preventative maintenance, surveys, and logging of assigned equipment.

Application, System, and Production Support

1. Provide both basic and advanced support for the organization’s productivity suite and core production applications.
2. Install, update, and administer enterprise software in accordance with departmental standards.
3. Review and archive system, application, and backup logs following prescribed procedures.
4. Participate in disaster recovery testing, documentation management, and related procedures

Helpdesk Administration & Process Improvement

1. Assist with tasks in the ticketing system, including change management, template creation, and administrative updates.
2. Maintain and update the IT department’s software and application documentation library.
3. Support helpdesk workflow improvements and contribute to best‑practice development.
4. Act as an escalation point for Helpdesk I and II technicians, providing guidance on advanced tickets and projects.
5. Coordinate tasks and projects with the Product Support and Network Operations teams.
6. Meet or exceed departmental expectations for time utilization, service levels, and policy adherence.
7. Complete assigned project tasks in alignment with departmental priorities.
8. Assist with compliance management for requisitioning, delivery, and disposal of information assets across the Foresight enterprise.
9. Maintain compliance with and adhere to all state and federal regulations and bank policies and procedures, including, but not limited to Bank Secrecy Act, FACT ACT, Community Reinvestment Act, and EEO/AA/Fair Employment Practices.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Competencies:

To perform the job successfully, an individual should demonstrate the following competencies. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Analytical Thinking/ Problem Solving: Strong analytical skills including the ability to address situations by using a logical, systematic, sequential approach. Works systematically and logically to identify root cause and resolve problems. Identifies information needed to effectively solve problems.

Time Management: Ability to work on multiple projects simultaneously, managing time and resources to ensure work is completed efficiently and within established timeframes.

Communicator: Superior written and oral communication skills. Intuitively assess and anticipate communication needs.

Security/Safety: Safeguards digital resources and adheres to all Standards, Procedures and Policies relevant to Cyber Security, Information Security (i.e. GLBA/Clean Desk) and physical security. Encourages and supports others to be physically and digitally safe while at work.

Organizational: Focus, plan, and prioritize work in a systematic way to complete tasks and projects.

Interpersonal: Interact with others positively and build relationships with internal and external customers.

Technical: Advanced knowledge of x86 based workstations and personal computers; In depth knowledge of MS Windows Operating Systems (Windows 11); Superior knowledge of MS Office suite applications; Basic network knowledge of TCP/IP connectivity; Basic Microsoft Active Directory knowledge; Introductory virtualization knowledge (VMware, HyperV).

Position Performance Standards:

Complete all task requested in assigned work orders per managements expectation for meeting service level standards

Successfully complete all assigned trainings in training plan by established deadline(s).

Performance Weightings:

40% Competencies

60% Position Performance Standards and Personal Goals

Required Skills and Qualifications:

Bachelor’s degree in IT/IS or related field and commensurate work experience in a regulated financial‑services environment required, certifications (CompTIA, MCP, MSCE), preferred. Ability to physically lift devices weighing up to 45 pounds. Must have a valid driver’s license.

• Strong proficiency with Windows operating systems, enterprise software, and workstation management tools.
• Demonstrated experience with identity and access management, including Active Directory and MFA technologies.
• Advanced understanding of network fundamentals (TCP/IP, DNS, DHCP, VPN).
• Ability to diagnose and resolve complex hardware, software, and connectivity issues.
• Experience supporting enterprise productivity suites such as Microsoft 365.
• Familiarity with ticketing systems, ITIL concepts, and helpdesk best practices.
• Strong communication skills and the ability to support users with varying technical backgrounds.
• Excellent documentation habits and attention to detail.
• Ability to work independently, prioritize effectively, and serve as a technical escalation point.

Physical Demands and Work Environment:

This job operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, copy machines, filing cabinets and fax machines. The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position requires manual dexterity. While performing the duties of this Job, the Team Member is regularly required to sit or stand for extended periods of time.