IT Support Technician

Position Summary

Lawrence Bank is seeking a dependable and customer-focused IT Support Technician to provide technical support for end users across the organization. This role is responsible for troubleshooting hardware, software, and network issues while ensuring systems operate securely and reliably in a regulated banking environment. The ideal candidate has strong technical fundamentals, excellent communication skills, and a service-oriented mindset.

Key Responsibilities

• Provide Tier 1 and Tier 2 technical support for desktops, laptops, mobile devices, printers, and peripherals
• Troubleshoot and resolve issues related to Windows operating systems, Microsoft 365, and common banking applications
• Support user account management, including password resets, access provisioning, and permissions in Active Directory and Microsoft Entra ID (Azure AD)
• Assist with onboarding and offboarding employees, including workstation setup and access controls
• Diagnose basic network connectivity issues (LAN/WAN, VPN, Wi‑Fi) and escalate complex issues as needed
• Document incidents, service requests, and resolutions within the IT ticketing system
• Support cybersecurity best practices, including endpoint protection, patching, and multi-factor authentication
• Assist with hardware and software inventory management
• Collaborate with IT team members and third-party vendors on system maintenance and issue resolution
• Follow bank policies, procedures, and regulatory requirements related to information security and data privacy

Required Qualifications

• 2–3 years of hands-on experience in an IT support or help desk role
• Strong working knowledge of Windows 10/11 and Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Experience supporting Active Directory user and group management
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP)
• Familiarity with IT service management and ticketing systems
• Ability to troubleshoot issues independently and prioritize multiple requests
• Excellent verbal and written communication skills
• High attention to detail and commitment to confidentiality

Preferred Qualifications

• Experience working in a financial institution or regulated environment
• Familiarity with endpoint management tools (Intune, SCCM, or similar)
• Knowledge of cybersecurity fundamentals and compliance standards (FFIEC, SOC, or similar)
• Associate’s or Bachelor’s degree in Information Technology or related field
• Relevant certifications (CompTIA A+, Network+, Microsoft certifications)

Expectations

· This is a full-time, on-site role requiring five (5) days per week in the office

· Primary work location is Lawrence Bank headquarters at 3200 West End Ave, Nashville, TN 37203

· Occasional after-hours or on-call support may be required for system maintenance or critical issues

· Professional office environment with frequent interaction with bank employees and leadership

· Strong emphasis on security, reliability, and high-quality customer service in a regulated banking environment

Work Environment

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

· Frequently required to sit, stand, kneel, stoop, or squat

· Use hands or fingers to handle or feel objects, tools, or controls

· Reach with hands and arms

· Talk or hear

· Specific vision ability includes close vision, distance vision, color vision, depth perception and the ability to adjust focus

· Occasionally lift and/or move up to 25 pounds

· Ability to analyze situations logically to identify causes and draw solid conclusions

· Ability to anticipate the consequences of a situation

· Ability to modify one’s own behavior to meet expectations of others

· Ability to sustain one’s own emotions from interfering with responding effectively to internal and external customer’s needs

· Displays honesty and trustworthiness; has a sense of personal accountability; maintains a moral conviction to do the right thing

Position Type

This is a full-time position that requires schedule flexibility to work evenings and weekends as needed.

Travel

This position requires up to 20% travel to branch offices.

Job Type: Full-time

Work Location: In person