Service Desk Technician

Service Desk Technician Longview, TX Job Details Full-time 1 day ago Qualifications Microsoft Word Employee onboarding Customer relationship building Phone communication Basic math Equipment installation Equipment troubleshooting Client relationship development Software installation High school diploma or GED Change management Computer hardware Hardware support Customer support ticket management Customer support 10 key typing Onboarding process management Escalation handling Grammar Experience Communication skills Stakeholder relationship building Entry level

Full Job Description Job Description Job Summary:

Responsible for providing first-level technical support to Bank employees by serving as the primary intake, triage, and resolution point for software and system related issues. The role focuses on restoring services quickly, accurately documenting issues, and escalating appropriately to ensure minimal disruption to Bank Operations. The role is a technical-level support role focusing on issue intake, basic troubleshooting, password resets, workstations support, and adherence to documented procedures. Will provide secure, accurate, responsive, and courteous customer service to both internal and external customers at all times, while maintaining strict confidentiality of customer and banking relationships. Primary objective of this position is to be a trusted advisor to every internal and external customer. Inspires confidence and build lasting relationships by consistently exhibiting each of the trusted advisory skills in order to help our customers identify and achieve their financial goals.

Essential Job Functions:

Serves as the first point of contact for user-reported issues via phone, email, or ticketing system. Responsible for Tier I tickets related to Silverlake core, iTalk, CardWizard, Synergy, EWF Workflow, Duo, and Network Domain Login issues, or as assigned by supervisor. Assists with the updates to basic assigned system parameters, department procedures, and training manuals. Assists with onboarding and offboarding of user access activities under established controls and change management procedures. Performs basic troubleshooting for hardware, software, access, and connectivity issues. Accurately documents incidents, requests, and resolutions in the ticketing system. Escalates unresolved or complex issues according to defined procedures. Assists with basic hardware and software setups and installation of related equipment for Texas Bank and Trust and provides basic on-going support for PC applications.

Other Job Functions:

Assists with testing of upgrades and enhancements, installation of patches and system releases. Assists with updating department procedures and training manuals. Maintains current knowledge with respect to software, technology equipment and bank policies. Other duties as requested by their supervisor or other management representatives of the bank.

Job Requirements Qualification Requirements:

High school diploma or equivalent required. 1-2 years of technical or customer support experience preferred. Strong customer service and communication skills preferred. Ability to follow procedures and troubleshooting scripts. Must be intuitive and able to multi-task. Proficient use of computer and 10 key. Knowledge of Excel and Word required. Ability to maintain strict confidentiality of sensitive customer and Bank information. Knowledge of basic math calculations. Good computer keyboard and navigation skills. Ability to read and understand regulations, policies and procedures; uses grammatically correct and clear oral and written communication. Ability to work effectively in a fast-paced environment and within a team structure while maintaining a positive customer service demeanor and attitude. Must comply with all bank policies and procedures that are job related and/or consistent with business necessity.

General Physical Demands and Workplace Conditions:

Must be able to exert up to 20 pounds of force occasionally, and up to 10 pounds of force frequently, and a negligible amount of force constantly to lift, carry, push or pull or otherwise move objects within the immediate work station. Must be able to walk, sit or stand frequently, up to 50% of the time. Must be able to tolerate encounters with coworkers and customers under the following conditions: atmospheric pollutants or allergens, including but not limited to fumes, odors, dusts, poor ventilation; changes in indoor/outdoor temperatures encountered in travel between buildings and branches. Other physical attributes required to successfully perform the essential functions above include finger agility, talking, and listening.

Job Reference:

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