Help Desk Administrator (Hybrid)

Byline Bank; Schaumburg (IL); Hybrid; USD 34,000 - 43,000; Full time

Benefits offered by this job

Medical coverage

401k

Paid time off

Discretionary bonuses

Job summary

Byline Bank is seeking a Help Desk Administrator to act as the liaison between employees and technology, handling requests for assistance with computer systems, software applications, and other technical issues.

The role involves providing IT support for internal clients, training staff, maintaining knowledge base articles, logging and prioritizing tickets, and coordinating with IT for system failures, while ensuring security protocols across electronic banking activities.

Qualifications

• Associate degree preferred.
• 2+ years technical experience.
• 1+ years banking experience.
• Professional communication skills in written and spoken English.
• Strong troubleshooting and problem-solving abilities.
• Experience with Five9 and Teams.

Responsibilities

• Provide technical support for hardware and software to internal clients.
• Collaborate with IT to identify and implement new technologies.
• Train employees on how to use computer programs effectively.
• Answer calls from customers or business contacts about products or services.
• Coordinate with IT staff to repair or replace malfunctioning equipment.
• Coordinate installation of hardware and software and ensure secure procedures.

Skills

Computer hardware

Windows 10/11

Microsoft Office

Active Directory

IT support

Education

Associate degree

Tools

Five9

Microsoft Teams

TCP/IP

Printer setup

Job description

About Byline Bank

Headquartered in Chicago, Byline Bank, a subsidiary of Byline Bancorp, Inc. (NYSE:BY), is a full-service commercial bank serving small- and medium-sized businesses, financial sponsors and consumers. Byline Bank has approximately $9.9 billion in assets and operates over 40 branch locations throughout the Chicago and Milwaukee metropolitan areas.

Byline Bank offers a broad range of commercial and community banking products and services, including small-ticket equipment leasing and U.S. Small Business Administration loans. Byline Bank is a member of FDIC and an Equal Housing Lender.

Some of our recent recognitions include:

• U.S. News & World Report’s Best Companies to Work for in the Midwest 2024-2025, 2025-2026 and Best Companies to Work for in Finance and Insurance & Overall 2025-2026.
• Newsweek’s America’s Greatest Midsize Workplaces for Women 2026
• Best Companies Group’s Best Remote and Hybrid Workplaces in America 2026
• Chicago Sun Times Chicago’s Best Workplaces 2024, 2025
• 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.

Objective Of Position

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.

Duties And Responsibilities

• 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.

Note: Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Knowledge & Skill Requirements

• 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.

Qualifications

• 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).

Physical Demands/Work Environment

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.

Additional Information

Byline Bank is an Equal Opportunity Employment / Affinity

All employment decisions at Byline Bank are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, protected veteran status, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Byline Bank will not tolerate discrimination or harassment based on any of these characteristics.

Byline Bank is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please contact us directly at 773-475-2900, Option #2.

If applying within the US, this role is not eligible for visa sponsorship now or in the future.

Note To Recruitment Agencies And Third-Party Recruiters

Byline Bank kindly requests that third-party recruiters, staffing agencies, and recruitment firms refrain from submitting resumes or candidate profiles without a prior agreement in place. Any unsolicited submissions will be considered property of Byline Bank, and no fees will be paid for placements resulting from such submissions. We appreciate your understanding and cooperation.