Service Desk Technician

Job DescriptionJob Description

SUMMARY

The Service Desk Technician provides technical assistance to employees, ensuring smooth operation of the banking systems and technology infrastructure. The position plays a crucial role in maintaining the technology assets of the bank, troubleshooting issues and helping the team to deliver the best banking experience.

ESSENTIAL DUTIES

• Provide timely and efficient technical support to bank employees regarding hardware, software and network-related issues
• Monitor and manage ticket queues, respond to employee requests and assure timely follow-up on all service desk issues
• Conduct training to staff on various software applications, banking systems and cybersecurity
• Diagnose and resolve technical problems, ensuring minimal disruption to daily operations
• Assist in design, planning and implementation of new hardware and software systems
• Maintain inventory of hardware and software assets, ensuring accurate records and timely replacement or upgrades
• Monitor and enforce security protocols and ensure the bank’s data and systems are protected from potential threats
• Create and update documentation, procedures and knowledge base articles to create department resources and improve knowledge sharing
• Monitor and triage all critical reports and escalate issues as needed (e.g. software patching, server backups, antivirus and user controls/access)
• Conducts onboarding and exit duties for all staff members
• Provide excellent customer service to bank employees, responding to inquiries and issues with professionalism and courtesy.

SECONDARY DUTIES

The position of Service Desk Technician performs duties specific to the position and other functions as assigned.

SUPERVISORY RESPONSIBILITY

The position of Service Desk Technician is not responsible for the supervision of any employee(s).

ENVIRONMENT AND PHYSICAL ACTIVITY

The environment for this position is an open office that is mostly clean and comfortable. It may include some minor annoyances such as noise, odors, drafts, etc. The incumbent is in a non-confined office-type setting in which he or she is free to move about at will.

The incumbent in the course of performing this position spends time writing, typing, speaking, listening, lifting (up to 30 pounds), carrying, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, pulling, walking, standing, squatting, kneeling and reaching.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

MENTAL DEMANDS

The incumbent in this position must be able to accommodate to reading documents or instruments, detailed work, problem solving, customer contact, reasoning, math, , presentations, verbal and written communication, analytical reasoning, stress, multiple concurrent tasks and constant interruptions.

MINIMUM REQUIREMENTS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

• High school diploma or general education degree (GED) a minimum, preferred completed or in-progress of Associates Degree and two years prior IT Support/Network experience
• Excellent telephone and customer service skills
• Advanced computer skills in understanding networking and desktop installation/configuration support
• Ability to work directly with high level managers and executives
• Effective oral, written and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, write reports and correspondence, and speak clearly to customers and employees.
• Ability to deal with difficult problems involving multiple facets and variables in non-standardized situations.
• Effective organizational and time management skills.
• Ability to work with general supervision while performing duties.
• Current driver’s license and a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties and responsibilities.
• Ability to work before or after bank hours on special projects or provide emergency support as needed

Sauk Valley Bank is an Equal Opportunity Employer. SVB is committed to the provision of equal opportunity employment for all qualified persons in all job classifications in recruitment, selection and promotion without regard to , color, , , , , parental status, , , , military status, veteran status or any other protected status. Submission of this information is voluntary and is not considered in employment decisions. This information will be kept separate from the employment files and is considered confidential.

Sauk Valley Bank offers medical, short term , long term , life, vision, dental and 401K benefits to all full time positions. PTO will vary depending on the level of the position. This position is not eligible for incentive.

Management reserves the right to change this position description at any time according to business needs.

Salary Range: $20.00 to $28.00 per hour depending on experience

September 4, 2025