Northwestern Bank, a proud member of the greater Chippewa Valley communities since 1904, is currently accepting applications for a full-time IT Service Desk Technician for our Main Bank, located in downtown Chippewa Falls.

This position will be regularly scheduled to work Monday through Friday, approximately 8 am to 5 pm.

The primary duties of this position include working with the IT Analyst, providing support to employees for their computer systems, hardware and software, installing programs as needed, generating reports, monitoring the network and data communications, and training employees. A complete job description can be found below.

The ideal applicant will love working with people, be able to maintain confidentiality, be able to work independently with little supervision, have a keen attention to detail and proven analytical and problem-solving abilities, be willing to work in a team environment, and will exemplify our Core Values of deliver an exceptional experience, shine through service, create positive impact, lead with integrity, and foster genuine relationships. Northwestern Bank is very supportive of the communities that we serve, offers a great work environment, and keeps a positive work-life balance for our employees.

In addition to a competitive wage, Northwestern Bank offers the following benefit plans:

• Generous 401K plan
• Health, Dental, Vision, Life, and Long-Term Disability Insurance
• Incentive Bonus program
• Paid Vacation, Holiday, and Sick time
• Paid Parental Leave and Child Sick days

Northwestern Bank

Mission Statement

Building Stronger Communities Where People Matter

Core Values

Deliver an exceptional experience.

Shine through service.

Lead with integrity

Create positive impact.

Foster genuine relationships.

About Northwestern Bank

Northwestern Bank is a locally owned, community bank proudly serving our communities for over 100 years. We are building stronger communities where people matter, and we do that by putting our core values in action.

Northwestern Bank is a reflection of each of the communities we serve and like our communities we are strong, committed, and genuine. We treat customers like family, giving sound advice, and honest financial direction.

About Our Employees

Northwestern Bank employees are remarkable in their commitment to our communities, customers, and to each other. They bring our values to life as they perform their day-to-day responsibilities, make decisions, and in how they treat others. Our employees regularly rise above expectations as they seek to help others, always being truthful, respectful, and trustworthy. They serve our communities through active volunteerism.

IT Service Desk Specialist

Position Summary:

The IT Service Desk Technician is responsible for providing support related to computer systems, hardware, and software. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require in-person, hands-on help at the desktop level. This includes installing user workstations and associated software, hardware, and peripherals.

Principal Duties and Responsibilities:

• Field help requests from employees via phone, email, ticketing system, or in person
• Installs software and hardware in Windows environment.
• Generate and review daily, weekly, monthly reports
• Monitors the network and data communications by utilizing various monitoring tools
• Develops knowledgebase articles and standard operating procedures (SOP)
• Trains employees on hardware, software, policies, and procedures
• Maintains inventory of all Bank-owned technology assets
• Actively participate in monthly (or as needed) IT security calls and compliance meetings
• Other duties as may be necessary to fulfill the responsibilities of this position.

Measures of Performance:

Quality, accuracy, reliability, friendliness, thoroughness and timeliness of services provided to customers and co-workers; ability to gain the trust and respect of bank employees; employee satisfaction with computer system operations; accessible and responsive to the needs and concerns of management and employees; soundness of business decisions made regarding information systems issues. Ability to: suggest and develop new policy and interpret established policies and procedures consistent with their intent and determine when exceptions may be appropriate. Effectiveness of communications and development of good working relationships with management, employees and customers; adheres to Bank’s code of conduct, avoids conflicts of interest, keeps Bank and personnel information confidential. Understands and adheres to Bank policies and procedures; professional work place appearance and conduct.

Qualifications:

• Associate’s degree in a computer-related field of study or equivalent work experience
• Possess a valid driver's license and able to travel to various Bank locations as necessary
• Ability to troubleshoot and communicate effectively
• Maintain confidential and sensitive data
• Exceptional customer service and strong documentation skills
• Absorb and retain information quickly and present ideas in user-friendly language
• Work independently, self-motivated, and directed
• Keen attention to detail and proven analytical and problem-solving abilities
• Experience with desktop and server operating systems, including Windows 10/11 and Windows Server 2019/2022

Working Conditions:

• Requires sitting or standing at a desk and frequent use of computer for extended periods of time.
• Lifting up to 50 pounds may be required on an occasional basis.
• May be required to bend, stoop, crawl or work on ladders to install equipment.
• Work hours are normally during regular business hours and will average at least 40 hours a week. Occasional unscheduled evening and weekend work.
• Travel between branch locations will be required, as needed.