First American Bank is a family owned, full-service bank with 53 locations in Illinois, Florida, and Wisconsin, and $4 billion in assets. Our mission is simple:  to offer competitive banking products with the personal attention and service customers deserve. First American Bank can offer employees a level of visibility and stability that is difficult to find in many larger corporations. We are looking for people who want a career - not just a job!

First American Bank is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to race, sex, ethnicity, color, national origin, religion, age, disability, sexual orientation, gender identity, genetic information, veteran status, pregnancy or any other protected groups covered by Federal, state, or local laws.  If you'd like more information about your EEO rights as an applicant under the law, please click here for the EEO is the Law Poster and here for the EEO is the Law Poster Supplement.

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Level II Software Support Engineer
Job Code:18-1447-IS-EGV700
Location:Elk Grove Village, IL - 700 Busse Rd
Job Category:Information Technology
Employment Type:Full Time
Job Description
This position is responsible for handling second level support calls as well as maintaining Active Directory users and installing software and updates in a Citrix virtual server environment. In addition, this position performs troubleshooting, diagnostics, research, and maintains support documentation. 


Perform problem determination and resolution on software and hardware.

Troubleshoot network, Windows, and application software.

Organize, track, and maintain software license agreements. Insure Bank's usage is consistent and in compliance with vendors’ license agreements.

Responsible for Active Directory maintenance including adding, changing, or deleting users as well as resting passwords.

Change Active Directory user groups for default printers, location changes, department changes, etc.

Shadow users within Citrix to expedite problem determination and resolution.

Responsible for disabling/enabling logins on Citrix servers.

Install, configure, update, and support software applications used by Bank.

Assist users with maintenance and delivery of software features and functionality.

Evaluate and identify software to improve and enhance end user tasks and functions.

Participate in identification and updating of corporate software policies and procedures.

Develop and maintain software procedure manual entries.

Maintain and deploy laptop computers, personal computers, and thin client workstations.

Consult with users to determine software specifications as it relates to maintenance and delivery of new and existing software features and functionality.

Perform installation and upgrades of new and existing software for client server applications.

Perform Citrix Management Console functions.

Develop, document, test and maintain software scripts used for various hardware and software applications within the Citrix environment.

Troubleshoot application issues within Citrix in addition to server application issues.

Lead and manage projects within the Software Support area.

Participate in ongoing patch/remediation activities.  

Participate with our business units in vendor solution meetings to flush out application environmental dependencies such as disk, cpu, installation methodology, WAN, internet usage and/or network considerations for relevancy in our Citrix environment.


College degree in Computer Science preferred. MCSE certification a plus.
Minimum 5 years of experience with Windows, PC and Server problem determination & resolution, configurations, upgrades, and minor repairs on computers required. 

Banking or Financial Services experience is a plus. 
Strong written/verbal communication skills with the ability to relay technical information to both technical and non-technical personnel is required

Must be goal-oriented with critical thinking and problem solving/troubleshooting skills.

Must be able to represent First American Data Services (FADS) in a Mid-Level Business department meeting. 

Extensive PC/Server skills including currently supported MS Windows operating systems, MS Office, anti-virus software, and anti-spyware software. 

Strong familiarity with Active Directory and Group Policy administration.

A basic understanding of current Citrix environments.

Ability to install software applications and upgrades.

Strong documentation and critical thinking skills.

Occasional travel to various First American Bank locations.
This position has a sliding shift, Monday through Friday 8 a.m. to 5 p.m. or 12- p.m. to 9 p.m. other days as projects demand. On call and after hours support is required.

First American Bank is an Equal Opportunity Employer (Minorities/Females/Disabled/Veterans).

First American Bank will not sponsor applicants for work visas.