IT Help Desk Technician

FIRSTBANK SOUTHWEST•Amarillo, TX

About The Position

The IT Help Desk Technician will provide first-line support to end users on a variety of issues. They will identify, research, and resolve technical problems through a ticketing system and phone calls.

Requirements

A high school diploma/GED along with an associate’s degree or some college; OR 3-5 years of experience in the filed or in a related area of IT preferred
Technical computer skills
Basic networking knowledge
Treats all customers and fellow employees with respect
Exceeds customer expectations
Meets customer needs
Conducts interactions with honest, ethical, and strong moral principles
Performs at the highest level
Takes responsibility for actions
Does what is expected
Leads by example
Works as a team
Efficiently shares information in a collaborating and proactive manner
Pays attention to detail
Solves problems
Makes sound decisions
Manages time effectively
Prioritizes effectively
Performs multiple tasks simultaneously
Shows up for work and is on time
Complies with all laws and regulations
Completes all required training
Adheres to Bank Values

Nice To Haves

A+ certification preferred

Responsibilities

Provides direct technical support and assistance for users.
Performs research, troubleshooting, and problem resolution.
Performs user setups and terminations.
Provides support video, chat, and telephony systems.
Tracking, routing, and redirecting support requests to correct resources.
Properly document and escalate unresolved queries to the next level of support.
Rotating on-call shift requires some after hours and weekend support at least once a month.
Support accomplished remotely, but travel to branches may be required.