IT Help Desk Technician

UCB Bank; Auburn (IL); On-site; USD 23,000 - 29,000; Full time

Job summary

United Community Bank in Auburn, Illinois seeks an IT Technician to join the Helpdesk team. You will deliver end-user computing support, assist System Administrators, and handle ticket intake, documentation, and resolution at the desk level.

Responsibilities include imaging/building workstations, patching, AD maintenance, and on-site/phone/online support. Requires an associate degree or related training and strong attention to detail.

Qualifications

• Associate's degree or vocational training in Computer Science/MIS or equivalent experience.
• Strong attention to detail and organizational skills.
• Ability to communicate effectively with customers and coworkers.

Responsibilities

• Evaluate urgency of issues and determine resolution or escalation.
• Install hardware and peripherals (monitors, keyboards, printers, scanners).
• Load operating systems and office applications.
• Provide telephone, in-person and online end-user support.
• Imaging and building workstations and laptops.
• Patch user machines and servers.
• Assist in Active Directory user changes and maintenance.

Skills

End user support

Active Directory

Imaging workstations

Patch management

Printer maintenance

Mobile devices

Troubleshooting

Education

Associate's degree or vocational training in Computer Science/MIS

Job description

• Salary : $17 USD per hour - $21 USD per hour

Job Description

United Community Bank is seeking an IT Technician to join our Helpdesk team. This individual will work from our Auburn, Illinois location and will be responsible for end user computing support. They will also provide additional support to our System Administrators. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of approved diagnostics and help tools, as well as require the individual to give hands on help at the desk level.

Essential Duties and Responsibilities:

• Evaluate urgency of issues, select, and take appropriate steps toward resolution or escalation
• Install hardware and peripheral components such as monitors, keyboards, printers and scanners
• Load appropriate software packages such as operating systems, networking components and office applications
• Provide telephone, in-person and online support to end-users
• Keep all assigned non-ticket tasks up to date along with resolution dates for each task
• Responsible for imaging and building workstations and laptops
• Responsible for patching user machines and servers
• Responsible for Active Directory user changes, maintenance, and general housekeeping
• Assist in providing support for audio/visual equipment in conference and training rooms
• Working knowledge of mobile device technologies and OS
• Responsible for printer maintenance and troubleshooting including print server and print queues
• Responsible for the development and maintenance of all end user Desktop FAQs and "How To" articles
• Escalate network/technical issues to IT Helpdesk Manager, and provide sufficient information to maintain continuity to assist with troubleshooting and problem resolution
• Provide proactive communication and notification to users of pending or upcoming problems, outages, or other service issues
• Other related duties as assigned

Experience and Skills

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Computer Requirements:

• Proficiency in Microsoft Office (Word, Excel, Access, and Power Point)

Education/Experience Requirements:

• Associate's degree or Vocational training in Computer Science/MIS or equivalent experience preferred

Additional Requirements:

• Strong attention to detail and accuracy
• Strong time management and organizational skills
• Ability to practice discretion and handle confidential information in a professional manner
• Ability to handle sensitive and confidential situations and comprehend the level of confidentiality that comes along with the position and protecting employee's, customer and Bank information
• Problem Solving/Analysis skills
• Ability to communicate effectively with customers and coworkers
• Ability to read, write and comprehend simple instructions, short correspondence and memos
• Ability to perform basic mathematical calculations and to work with mathematical concepts and apply them to work situations
• Ability to manage and execute more than one task at a time
• Ability to define problems, collect data, establish facts, and draw vaild conclusions
• Ability to independently perform duties, establish priorities and meet deadlines with limited supervision
• Ability to adhere to safety and compliance regulations and procedures
• Knowledge of financial institution regulations
• Ability to excercise sound judgement that is consistent with established policies, procedures and business practices
• General knowledge of bank procedures and how they apply to other areas of the bank

Employees are expected to report to work as scheduled, on time and prepared to start work. Employees are expected to remain at work for their entire work schedule. Late arrival, early departure or other absences from scheduled hours should be avoided.

Certificates, licenses, or registrations:

• None required

Working Conditions:

This job operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical requirements:

• Requires bending, stooping or standing as necessary
• Requires the ability to hear, speak and/or signal people
• Effectively communicate verbally, in writing, and in English
• Requires manual dexterity, typing, and the ability to key in transactions
• The employee may occasionally lift and/or move up to 25 pounds

IMPORTANT: APPLICANTS PLEASE READ
Qualified applicants are considered for employment, and employees are treated during employment without regard to race, color, religion, national origin, citizenship, age, sex, marital status, ancestry, physical or mental disability, veteran status or sexual orientation. Solely to help us comply with federal and state Equal Opportunity record keeping, reporting, and other legal requirements, we request that you complete this data information questionnaire.
PLEASE NOTE:
Refusal to complete this information will not subject any applicant or employee to adverse treatment. The information that you provide will be recorded and maintained in a confidential file, separate from all other records. This information will not be used in consideration for your employment.

Disabilities include, but are not limited to:

• Alcohol or other substance use disorder (not currently using drugs illegally)
• Blind or low vision
• Cancer (past or present)
• Cardiovascular or heart disease
• Celiac disease
• Cerebral palsy
• Deaf or hard of hearing
• Diabetes
• Disfigurement, for example, disfigurement caused by burns, wounds, accidents or congenital disorders
• Epilepsy or other seizure disorder
• Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
• Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
• Missing limbs or partially missing limbs
• Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, legbrace(s) and/or other supports
• Nervous system condition, for example, migraine headaches, Parkinson's disease, multiplesclerosis (MS)
• Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
• Partial or complete paralysis (any cause)
• Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
• Yes, I Have a Disability, Or Have A History/Record Of Having A Disability
• No, I Don't Have a Disability, Or A History/Record Of Having A Disability
• I do not wish to answer

Voluntary Self-Identification of Disability

Form CC-305 OMB Control Number 1250-0005

Page 1 of 1 Expires 04/30/2026

Why are you being asked to complete this form?

We may be a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

Disabilities include, but are not limited to:

• Alcohol or other substance use disorder (not currently using drugs illegally)
• Blind or low vision
• Cancer (past or present)
• Cardiovascular or heart disease
• Celiac disease
• Cerebral palsy
• Deaf or hard of hearing
• Diabetes
• Disfigurement, for example, disfigurement caused by burns, wounds, accidents or congenital disorders
• Epilepsy or other seizure disorder
• Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
• Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
• Missing limbs or partially missing limbs
• Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, legbrace(s) and/or other supports
• Nervous system condition, for example, migraine headaches, Parkinson's disease, multiplesclerosis (MS)
• Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
• Partial or complete paralysis (any cause)
• Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
• Yes, I Have a Disability, Or Have A History/Record Of Having A Disability
• No, I Don't Have a Disability, Or A History/Record Of Having A Disability
• I don't wish to answer

Veteran

This employer may be a Government contractor subject to the Vietnam Era Veterans' Readjustment Assistance Act of 1974, as amended by the Jobs for Veterans Act of 2002, 38 U.S.C. 4212 (VEVRAA), which requires Government contractors to take affirmative action to employ and advance in employment:

• Disabled veterans;
• Recently separated veterans;
• Active duty wartime or campaign badge veterans;
• Armed Forces service medal veterans.

These classifications are defined as follows:

• A "disabled veteran" is one of the following:
  • A veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs;
  • A person who was discharged or released from active duty because of a service-connected disability.
• A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
• An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
• An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Protected veterans may have additional rights under USERRA - the Uniformed Services Employment and Reemployment Rights Act. In particular, if you were absent from employment in order to perform service in the uniformed service, you may be entitled to be reemployed by your employer in the position you would have obtained with reasonable certainty if not for the absence due to service.

If you believe you belong to any of the categories of protected Veterans listed above, please indicate by checking the appropriate box below.

• I identify as one or more of the classifications of protected Veteran listed above

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