IT Help Desk - Lubbock

FIRST UNITED BANK•Lubbock, TX

11d•Onsite

About The Position

First United Bank is hiring an IT Help Desk team member at its Lubbock Operations Center to provide first-tier technical support to users. The role assists area personnel, promotes a team environment, keeps management informed of activities, and maintains related records. The position receives and prioritizes user calls and emails, answers technical questions, resolves problems, and provides information about system status, equipment use, and printer functions. It also maintains professional relationships with users, vendors, outside contacts, staff, other departments, and management while working to meet service levels and provide effective, timely assistance. The role documents issues and resolutions, communicates ticket openings and closures, maintains accurate reports, and contributes to future reference, training, and reporting. Other duties include keeping the work area clean, secure, and maintained; completing assigned projects; updating technical skills; participating in job-specific and bank training; and complying with bank policies and procedures, including BSA and AML requirements.

Requirements

High school graduate or equivalent.
Training in computer hardware, software, and basic networking.
Understanding of PC hardware.
Proficiency in MS Office and MS Operating Systems.
A+ certification or equivalent.
Knowledge of program applications.
One or more years of related software and hardware experience.
Ability to work well independently.
Good problem-solving skills.
Solid oral and written communication abilities.
Ability to assist and train others.

Responsibilities

Provide first-tier technical support to all users and receive and prioritize user calls and emails.
Answer technical questions, resolve problems, and provide information about system status, operability, proper equipment use, and printer functions.
Track and resolve problems promptly and effectively, ensure service levels are met, and log issues with causes and resolutions.
Establish and maintain professional working relationships with clients, vendors, outside contacts, area staff, other departments, and management.
Notify involved parties when tickets are opened and closed, and record resolutions for future reference, training, and reporting.
Work cooperatively with the team and other departments to provide technical solutions and support customer assistance and learning.
Keep management informed of area activities and significant or recurring problems; attend meetings as required.
Maintain accurate and current reports and documentation.
Keep the work area clean, secure, and well maintained; perform miscellaneous assigned projects.
Update technical skills, participate in job-specific and bank training, and comply with BSA, AML, and bank policies and procedures.
Complete assigned work orders and tasks effectively, on time, and in accordance with established standards and procedures.