Information Technology Help Desk Technician

New Horizon Bank; Richmond (VA); On-site; USD 42,000 - 57,000; Full time

Job summary

New Horizon Bank is seeking an IT Help Desk Administrator to provide first-line technical support for employees and maintain a secure, reliable technology environment.

You will troubleshoot hardware and software issues, manage user accounts, and assist with IT projects while ensuring compliance with information security policies and regulatory requirements.

Qualifications

• Requires an Associate’s degree in Information Technology, Computer Science, or related field, or equivalent work experience.
• 1–3 years of help desk or technical support experience preferred.

Responsibilities

• Serve as the primary point of contact for employee technology support requests.
• Install, configure, maintain, and troubleshoot desktop and laptop computers, mobile devices, printers, phones, and peripheral equipment.
• Create, modify, and disable user accounts and system access per Bank procedures.
• Support Microsoft 365 applications, Windows OS, email, remote access, and collaboration tools.
• Troubleshoot network connectivity, hardware, software, and application issues.
• Document, prioritize, and resolve help desk tickets in a timely manner.
• Assist with workstation deployments, inventory, software updates, and hardware replacements.
• Support cybersecurity initiatives by assisting with endpoint protection, MFA, security awareness, and user access controls.
• Maintain accurate IT documentation, procedures, and asset inventories.
• Assist with technology upgrades, disaster recovery testing, and other IT projects.
• Escalate complex issues to IT Manager or vendors as appropriate.

Skills

Troubleshooting

Customer service

Communication

Organizational skills

Multitasking

Banking experience (preferred)

Education

Associate’s degree in IT/CS or related field

Equivalent work experience

Tools

Microsoft Windows

Microsoft 365

Active Directory

Networking fundamentals

Endpoint management

Job description

At New Horizon, we’re building a bank that runs on grit, speed, and execution. We move fast, challenge assumptions, and obsess over doing things better – for our clients and for each other. This isn’t a place for red tape; it’s a place for builders. From product design to client experience to operations, we’re constantly pushing for sharper thinking and smarter solutions. Our team is made up of passionate individuals who share a relentless drive to enhance our services and deliver exceptional experiences. If you’re energized by momentum, motivated by results, and excited to shape the future of banking, you’ll feel right at home here.

General Job Summary

The IT Help Desk Technician provides first-line technical support for Bank employees and assists in maintaining a secure, reliable, and efficient technology environment. This position is responsible for troubleshooting hardware and software issues, supporting users, administering user accounts and devices, and assisting with technology projects while ensuring compliance with the Bank’s information security policies and regulatory requirements.

Essential Duties And Responsibilities

• Serve as the primary point of contact for employee technology support requests.
• Install, configure, maintain, and troubleshoot desktop and laptop computers, mobile devices, printers, phones, and peripheral equipment.
• Create, modify, and disable user accounts and system access in accordance with Bank procedures.
• Support Microsoft 365 applications, Windows operating systems, email, remote access, and collaboration tools.
• Troubleshoot network connectivity, hardware, software, and application issues.
• Document, prioritize, and resolve help desk tickets in a timely manner.
• Assist with workstation deployments, equipment inventory, software updates, and hardware replacements.
• Support cybersecurity initiatives by assisting with endpoint protection, multi-factor authentication, security awareness, and user access controls.
• Maintain accurate IT documentation, procedures, and asset inventories.
• Assist with technology upgrades, disaster recovery testing, and other IT projects.
• Escalate complex technical issues to the IT Manager or third-party vendors as appropriate.

Requirements

Working knowledge of Microsoft Windows, Microsoft 365, Active Directory, networking fundamentals, and endpoint management.

Job Title: IT Help Desk Administrator

Classification: Full Time

Reports To: IT Manager

FLSA Status: Exempt

Department: IT

Review Date: June 30, 2026

• Strong troubleshooting, problem-solving, and customer service skills.
• Excellent communication and organizational abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Banking or financial services experience is preferred but not required.

Education And Experience

• Associate’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• One to three years of help desk or technical support experience preferred.