IT Desk Support

Golden Bank NA•Houston, TX

11d

About The Position

The IT Desk Support position provides first-level technical support to bank employees across all departments. This role is responsible for resolving day-to-day technology issues, supporting system access, and ensuring the effective use of the bank’s technology systems. The position serves as the primary point of contact for IT-related requests and works closely with internal IT terms and external vendors to support system functionality, maintain operational continuity, and ensure compliance with the Bank’s security and control standards.

Requirements

Associate or Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
1-3 years of experience in IT support, help desk, or technical support roles preferred.
Basic knowledge of Windows operating systems and standard business applications
Familiarity with network concepts and user access management
Strong troubleshooting and problem-solving skills
Ability to communicate technical information clearly to non-technical users
Strong organizational and time management skills
Customer service mindset

Responsibilities

Provide first-level technical support to employees via phone, email, and ticketing system.
Troubleshoot hardware, software, and system access issues.
Support users with desktop, laptop, printer, and peripheral devices.
Assist with common banking system, access and usability issues (e.g., core system, email, network drives).
Log, track, and manage IT service requests through the ticketing system.
Prioritize issues based on urgency and business impact.
Resolve standard requests and escalate complex issues to appropriate IT personnel or vendors.
Follow up with users to ensure timely resolution and satisfaction.
Assist with user account setup, modification, and deactivation in accordance with IT and security procedures.
Support password resets and access-related requests.
Coordinate with Information Security or system administrators for access approvals and changes.
Install, configure, and maintain end-user hardware and standard software applications.
Support system updates, patches, and basic troubleshooting.
Maintain inventory of IT equipment and assist with asset tracking.
Prepare and set up equipment and system access for new hires.
Coordinate with HR and department managers for onboarding requirements.
Ensure timely deactivation of system access and retrieval of equipment for departing employees.
Provide basic support for core banking systems, digital banking platforms, and internal applications.
Assist users with system navigation and issue resolution.
Escalate system-related issues to application support teams or vendors as needed.
Maintain documentation of support processes, troubleshooting steps, and user guides.
Assist in updating IT procedures and knowledge base materials.
Follow all IT security policies, procedures, and internal controls.
Ensure proper handling of user access, passwords, and sensitive information.
Support compliance with regulatory requirements (e.g., FFIEC guidance, internal audit standards).
Report and escalate potential security incidents or policy violations.
Perform other IT support and administrative duties as assigned.