Help Desk Technician — 24/7 On-Call Support

Citizens Bank; Town of Mukwonago (WI); On-site; USD 42,000 - 60,000; Full time

Job summary

Citizens Bank in Mukwonago, WI is seeking a full-time Help Desk Analyst to join the Information Technology team. You will resolve hardware and software issues, answer help desk calls, triage tickets, and coordinate with vendors as needed.

The role emphasizes strong communication, confidentiality, continuous learning, and on-call availability; you will support end users and help maintain efficient IT operations.

Qualifications

• High school diploma or equivalent required.
• Associate degree in computer science or related field or equivalent experience.
• Ability to communicate technical information to nontechnical personnel.
• Ability to install, configure and maintain personal computers, printers and related hardware or software.
• Maintain the confidentiality of customer and bank information.
• Strong organization and prioritization skills.
• Excellent verbal and written communication skills.
• Customer-focused and willing to continue learning IT knowledge.

Responsibilities

• Provide support on computer hardware and software issues by researching and resolving problems.
• Answer calls to the IT service desk.
• Triage tickets and assign to technicians.
• Perform hardware diagnostics and replacements for laptops/desktops.
• Build/configure end point systems.
• Install and manage printers.
• Complete hardware upgrades; moves, adds, changes in a laptop/desktop environment.
• Educate end users on technology issues.
• Contribute to improvements in support processes.
• Prepare and update documentation and knowledge base.
• Be part of the Incident Management response team.
• On-call 1 weekend per month as part of 24/7 Support team.

Skills

Communication

Customer orientation

Teamwork

Organization

Loyalty

Accountability

Education

High school diploma or equivalent

Associate degree in computer science or related field or equivalent experience

Job description

Citizens Bank in Mukwonago, WI is seeking a full-time Help Desk Analyst to join the Information Technology team. You will resolve hardware and software issues, answer help desk calls, triage tickets, and coordinate with vendors as needed.

The role emphasizes strong communication, confidentiality, continuous learning, and on-call availability; you will support end users and help maintain efficient IT operations.