Desktop Engineer II

Old National Bank has been serving clients and communities since 1834. With over $70 billion in total assets, we are a regional powerhouse deeply rooted in the communities we serve. As a trusted partner, we thrive on helping our clients achieve their goals and dreams, and we are committed to social responsibility and investing in our communities through volunteering and charitable giving.

We continually seek highly motivated and talented individuals as our people are critical to our success. In return, we offer competitive compensation with our salary and incentive program, in addition to medical, dental, and vision insurance. 401K, continuing education opportunities and an employee assistance program are also included in our benefit suite. Old National also offers a variety of Impact Network Groups led by team members who are passionate about driving engagement, creating awareness of diverse backgrounds and experiences, and building inclusion across the organization. We offer a unique opportunity to join a growing, community and client-focused company that is firmly rooted in its core values.

Salary Range

The salary range for this position is $62,300 - $122,400 per year plus bonus. Final compensation will be determined by location, skills, experience, qualifications and the career level at which the position is filled.

We are currently seeking a Desktop Engineer II that will work with minimal oversight to provide each user professional high-quality technical support for all IT related questions around application support, technology questions, hardware, and related services. The incumbent will be highly skilled at detection of users' needs, troubleshooting their issue, and resolving it or ensuring that the correct process is followed for resolution, where needed. This role serves as the internal client advocate and coordination point for all customer issues and requests - even if these are beyond the scope - to solve and take ownership of their issue.

This is a hands-on role requiring the ability to problem-solve with exceptional judgment, expertise, and professionalism. The Desktop Engineer II will occasionally travel for the purpose of supporting clients in varying locations across the footprint.

Key Accountabilities

Key Accountability 1: Respond to and Resolve Technical Support Issues for assigned internal clients

Consistently deliver high-quality technical support and serve as the primary contact for executives, executives administrative support for all technical support issues and requests. including troubleshooting and resolving technical issues related to desktops, laptops, printers, mobile devices, and other related equipment.
• Accurately and efficiently diagnose and resolve problems related to the use of organization technology resources and applications including issues related to the use of desktops/laptops, printers, software, connectivity, VPN, mobile and other related equipment and/or peripheral devices.
• Leverage ServiceNow to track and manage all issues, requests, and inquiries.
• Collaborate and work with technology teams to resolve issues or requests from the executive team.
• Collaborate with other IT teams to resolve complex issues and escalate critical issues to senior management as needed.
• Will assist on remediation of the most difficult or advanced problems and will work on research and the development of solutions for newly identified issues and technologies as they arise.

Key Accountability 2: Post-Deployment and Ongoing Support

• Install, configure, and maintain hardware and software applications, including operating systems, productivity tools, and other business applications.
• Plan and execute support of high-level executive meetings, supporting telephone and video conferencing needs.
• Provide training and technical support to executive team members on the effective use of technology tools and applications.
• Anticipate customer needs and proactively develops and provide solutions accordingly and in alignment with IT and company procedures, policies, and requirements.
• Monitor and maintain security systems to ensure the integrity and confidentiality of all company data.
• Develop and maintain documentation for IT processes and procedures.

Key Competencies for Position

• Promotes Change - Actively seeks information to understand the rationale, implications, and impact for changes. Remains agile by quickly modifying daily behavior, leveraging resources, and trying new approaches to effectively embrace change. Willing to act quickly, learn and adjust as needed. Identifies and recommends changes to leadership to improve performance. Aligns activities to meet individual, team and organizational goals
• Compelling Communication - Effectively and transparently shares information and ideas with others. Tailors the delivery of communication in a way that engages the audience and that is easy to understand and retain. Unites others towards common goal. Asks for others' opinions and ideas and listens actively to gain their support when clarifying expectations, agreeing on a solution and checking for satisfaction.
• Makes Decisions & Solves Problems - Takes ownership of the problem while collaborating with others on a resolution with an appropriate level of urgency. Collaborates and seeks to understand the root causes of problems. Evaluates the implications of new information or events and recommends solutions using decisions that are sound based on what is known at the time. Takes action that is consistent with available facts, constraints and probable consequences.
• Delights Clients -. Passionately serves internal/external clients with excellence. Maintains a growth mindset staying current with developments and trends in areas of expertise influencing client satisfaction both internally and externally. Understands data, metrics and/or financial information, and how they tie to client satisfaction and business outcomes related to position, client and/or team. Nurtures client relationships by listening, prioritizing, and acting responsibly to meet client needs, mitigate risk and add shareholder value.
• Personifies ONB Culture - Consistently demonstrates Old National's culture and values in daily interactions. Models our values -how we show up in the workplace. Places the organization's goals before individual or team goals. Demonstrates the desire to be part of something beyond themselves by investing time, heart, and expertise to help clients and communities thrive.

Qualifications and Education Requirements

• 3-5+ years of experience in providing technical support to executive-level employees.
• Proven experience in troubleshooting and resolving complex technical issues.
• Strong technical skills, including proficiency in Microsoft Office, Windows operating systems, and mobile devices, including firm integration.
• Experience with security systems and protocols, including firewalls, anti-virus software, and intrusion detection systems.
• Ability to work under pressure and deliver high-quality results in a fast-paced environment.
• Strong analytical and problem-solving skills, with the ability to work independently and as part of a team.
• Excellent communication and interpersonal skills, with the ability to communicate complex technical information to non-technical stakeholders.

Old National is proud to be an equal opportunity employer focused on fostering an inclusive workplace and committed to hiring a workforce comprised of diverse backgrounds, cultures and thinking styles.

As such, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, status as a qualified individual with disability, sexual orientation, gender identity or any other characteristic protected by law.

We do not accept resumes from external staffing agencies or independent recruiters for any of our openings unless we have an agreement signed by the Director of Talent Acquisition, SVP, to fill a specific position.

Our culture is firmly rooted in our core values.

We are optimistic. We are collaborative. We are inclusive. We are agile. We are ethical.

We are Old National Bank. Join our team.