Senior Help Desk Specialist Job Springfield area,Illinois USA,IT/Tech

Organization Overview

Foresight Bank is the largest, locally owned community bank in Northern Illinois, with fifteen offices in the counties of Winnebago, Stephenson and Kankakee. Foresight Bank is owned by Foresight Financial Group, Inc., an Illinois corporation founded in 1986, a financial holding company established under the Federal Reserve.

Position Summary

The Senior Helpdesk Technician provides advanced technical support to end users across the Foresight Bank enterprise, ensuring reliable workstation performance, secure access to systems, and smooth operation of core business applications. This role serves as an escalation point for complex issues, contributes to the stability of enterprise technology environments, and supports the administration of key productivity and production systems.

Primary Responsibilities End-User Support and Workstation Operations

Provide advanced troubleshooting for workstation operating systems, desktop software, hardware components, and peripheral devices.

Resolve complex desktop issues using established procedures and advanced diagnostic methods.

Assist end users with advanced support for Microsoft Office applications (Word, Excel, PowerPoint, etc.), including one‑on‑one or group training when needed.

Acknowledge, record, and manage all helpdesk requests received via email, web submission, or phone, ensuring accurate entry into the helpdesk database.

Participate in weekend coverage to support basic user needs for banks within the Foresight enterprise.

Fulfill assigned on‑call responsibilities for banks operating on Saturdays.

Identity, Access, and Account Administration

Assist with the setup and administration of Active Directory user and computer accounts, profiles, and permissions.

Support the setup and administration of mail accounts across the enterprise.

Assist with the setup and administration of user and printer configurations within our core environment.

In collaboration with the Infrastructure Team, provide advanced support for identity management and authentication issues.

Network, Printer, and Peripheral Support

Troubleshoot and support network connectivity, including wired/wireless access and VPN issues.

Configure, deploy, and troubleshoot printers and multifunction devices across the enterprise.

Assist with maintenance operations for all laser printers within the Foresight enterprise.

Support preventative maintenance, surveys, and logging of assigned equipment.

Application, System, and Production Support

Provide both basic and advanced support for the organization’s productivity suite and core production applications.

Install, update, and administer enterprise software in accordance with departmental standards.

Review and archive system, application, and backup logs following prescribed procedures.

Participate in disaster recovery testing, documentation management, and related procedures.

Helpdesk Administration & Process Improvement

Assist with tasks in the ticketing system, including change management, template creation, and administrative updates.

Maintain and update the IT department’s software and application documentation library.

Support helpdesk workflow improvements and contribute to best‑practice development.

Act as an escalation point for Helpdesk I and II technicians, providing guidance on advanced tickets and projects.

Coordinate tasks and projects with the Product Support and Network Operations teams.

Meet or exceed departmental expectations for time utilization, service levels, and policy adherence.

Complete assigned project tasks in alignment with departmental priorities.

Assist with compliance management for requisitioning, delivery, and disposal of information assets across the Foresight enterprise.

Maintain compliance with and adhere to all state and federal regulations and bank policies and procedures, including, but not limited to Bank Secrecy Act, FACT ACT, Community Reinvestment Act, and EEO/AA/Fair Employment Practices.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change…