Network Administrator and Desktop Support Technician

The Citizens Bank is seeking a service-oriented Network Administrator / Desktop Support Technician to join our Information Technology team. This role is ideal for a technology professional who enjoys helping users, solving problems, and building a strong foundation in network and systems administration while delivering outstanding customer service. This position is open to applicants in NW Arkansas and will be an onsite position at one of our branches in Rogers or Fayetteville.

This position focuses on end-user support, desktop and device support, and day-to-day network and systems assistance, while providing opportunities to grow into more advanced infrastructure and security responsibilities over time. The role supports the Bank's mission of providing excellent service to employees, customers, and the communities we serve, while operating within all Bank policies and applicable state and federal regulations.

ESSENTIAL DUTIES & RESPONSIBILITIES

Customer Service & End-User Support (Primary Focus)

• Provide friendly, professional, first and second level technical support to Bank employees
• Troubleshoot and resolve issues related to workstations, laptops, printers, peripherals, mobile devices, and applications
• Support users with Microsoft Windows, Microsoft 365, Email, Teams, and other business systems.
• Respond to service requests and incidents with urgency, professionalism, and follow-through
• Clearly explain technical solutions to non-technical users
• Document issues, resolutions, and procedures in the ticketing system and knowledge base

Network & Systems Support

• Assist with day-to-day support of the Bank's network and server environments
• Help install, configure, and maintain network equipment such as switches, firewalls, access points, and VPN connections
• Support LAN and WAN connectivity, including basic network troubleshooting
• Assist with Active Directory user administration, password resets, group memberships, and access provisioning
• Support workstation imaging, onboarding, offboarding, and hardware refresh activities

Security & Compliance Support

• Follow established information security policies and procedures
• Assist with endpoint security, patching, antivirus, and device compliance
• Escalate potential security incidents promptly to senior IT staff
• Support IT audits and examinations by providing documentation and assistance

Operations & Growth Opportunities

• Assist senior IT staff with system maintenance, upgrades, and improvements
• Help test software updates and new technologies prior to deployment
• Participate in backup and recovery testing and documentation
• Learn Bank systems, infrastructure, and regulatory requirements with a clear path for skill development, experience with Jack Henry SilverLake Software is a plus.

Communication & Customer Service (CRITICAL REQUIREMENT)

• Excellent verbal and written communication skills
• Ability to listen patiently and understand user needs
• Communicate professionally with employees at all levels of the organization
• Provide timely updates on issue status and resolution
• Demonstrate a strong customer-service mindset and collaborative approach

QUALIFICATIONS

• Experience providing desktop, end-user, or help desk support
• Basic understanding of networking concepts and Windows operating systems
• Familiarity with Microsoft 365, Entra, and Active Directory user support tasks
• Ability to troubleshoot common hardware, software, and connectivity issues
• Strong organizational skills and attention to detail
• Willingness to learn and grow into more advanced networking and systems responsibilities
• Strong work ethic, teamwork mindset, and commitment to customer service

WHY JOIN THE CITIZENS BANK?

The Citizens Bank is a community-focused bank committed to integrity, service, and long-term relationship, with our customers and our employees. We offer a supportive team environment, hands-on learning opportunities, and a clear growth path for individuals who want to build a long-term career in banking technology.

The Citizens Bank is an Equal Opportunity Employer.