PC Help Desk Manager (Technology Officer I)

ANB Bank has financial strength embodied in $3 billion in assets and is a true community bank with an unwavering commitment to excellence. The bank helps each of its communities prosper through investment, sponsorship, philanthropy, and employee volunteerism. It is a passion ANB has for banking that makes the difference. 

ANB Bank hires individuals who provide excellent customer service and build meaningful relationships with our customers and within our communities. ANB is committed to rewarding our team members who strengthen our company and culture. ANB offers competitive compensation and a comprehensive benefits package for this position.

Hiring Pay Range: $68,000.00 - $80,000.00 per year  

• The hiring pay range for this position is commensurate with the level of relevant experience and education

Health & Wellness Benefits (Subject to Eligibility Requirements) 

• Minimum 4 Weeks of Paid Time Off (PTO)
• 11 Paid Holidays
• Medical, Dental, and Vision Insurance 
• Health Savings (HSA), Flexible Spending (FSA), and dependent care spending accounts 
• Company provided Life, AD&D, and Disability Insurance with supplementation options 
• 401(k) plan with discretionary company match and profit sharing 
• Discretionary annual bonus and employee referral incentives
• Employee Assistance Program (EAP) 
• Tuition Reimbursement Program 
• Spanish Communication Assistant Program Incentive
• Employee banking products 

Summary

• Manage Help Desk operation and personnel including on-site technicians at remote regions. Lead future development, enhancements and maintenance of call management/tracking systems and operating procedures. Manage PC building and staging as a part of the Help Desk department. Oversee IT asset disposal, IT inventory management, and Software license management. Direct a risk-based approach to timely remediating vulnerabilities in PCs, laptops, printers, software, and other equipment managed by the Help Desk. 

Essential Duties and Responsibilities

• Manage and supervise PC Help Desk staff.
• Maintain in-depth knowledge of PC hardware setup, installation and maintenance.
• Maintain in-depth knowledge of Microsoft Windows operating system and Office Suite.
• Maintain practical knowledge of DNS, DHCP, Active Directory, and print sharing.
• Maintain in-depth knowledge of Windows and 3^rd party patching solutions.
• Maintain in-depth knowledge of end user support for messaging technologies such as email and mobile device management.
• Maintain in-depth knowledge of tools utilized to manage and maintain end-user hardware.
• Maintain work schedule for all PC Help Desk team staff, conduct performance reviews and actively take action on coaching opportunities for all team members.
• Maintain working knowledge of corporate ticketing system and any other tracking systems in use.
• Ambition to learn and use new software programs and tools, attending associated courses as deemed necessary or as assigned, sharing and showing to PC Help Desk team where applicable.
• Maintain good organizational skills, communication skills, and troubleshooting ability, and coach those to the PC Help Desk team.
• Willingness to follow instructions explicitly and ensure that the PC Help Desk team does the same.
• Practice good reasoning ability and expressing a willingness to ask questions.
• Maintain alertness and ability to concentrate in and out of the office environment and for extended periods of time in some cases.
• Adherence to escalating problems to superiors in a timely manner, keeping them informed from open to close.
• Willingness to travel multiple days at a time and occasionally on a moment’s notice.
• Install, configure, and setup PC equipment in office environments and banking centers.
• Install, configure, and maintain software on computers (desktops, laptops, tablets, etc.).
• Utilize and administer monitoring systems for hardware and software PC health, responding to alert conditions in accordance with established priority levels.
• Maintain daily, weekly, and monthly schedules for active and upcoming projects for the PC Help Desk department, keeping direct manager aware of status as necessary.
• Identify and resolve service requests in a timely manner.
• Document all calls and problems using corporate ticketing and incident handling software.
• Attend all required meetings with adequate preparation, select delegate from team to fill in when absent.
• Maintain liaison with all IT division operations and services to keep abreast of policy and procedural changes; develop and review procedures for Help Desk operating/procedure manuals.
• Complete all required courses and exams in a timely manner.
• Be accountable for the actions of assigned staff and functionality of assigned department, including adhering to SLA’s.
• Maintains a current knowledge and consistent compliance with Bank Secrecy Act (BSA) requirements, as well as knowledge and consistent compliance with other banking regulations and Bank policies and procedures related to the position.
• Other duties may be assigned.

Education and/or Experience

• Minimum 4 years of experience with Microsoft Windows operating systems and Microsoft products (Office, Word, Outlook, Excel).
• High School graduate or equivalent, some college preferred; or equivalent combination of education and experience.
• Previous experience in banking industry preferred.
• Advanced knowledge in supporting end-users in a corporate environment.
• In-depth knowledge of PCs and peripherals running Microsoft Windows operating systems.
• Previous supervisory experience of Help Desk or technical staff.
• Familiarity with meeting service level agreements.
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Equal Opportunity Employer / Affirmative Action / Minorities / Female / Disability / Veteran

ANB Bank is committed to providing Equal Opportunity in Employment. The Bank is continually trying to improve recruitment, employment, development and promotional opportunities for its employees. Our selection decisions are based on job-related factors and not on the basis of age, race, sex, color, religion, national origin, disability, sexual orientation, veteran status, pregnancy, marital status, genetic information, gender identity, or any other status protected by federal, state, or local law. 

ANB Bank complies with the Equal Pay for Equal Work Act.  ANB Bank requests that Applicant not disclose its wage rate history to ANB Bank.  If ANB Bank for any reason comes into possession of Applicant’s wage rate history, ANB Bank will not rely on it in determining a wage rate. ANB Bank requests that applicant not provide information on age, date of birth or graduation date from any academic institution, including on resumes.

Anticipated Date of Application Window Closure: 05/29/2025 (or until filled)

Salary : $68,000 - $80,000