Service Desk Technician 2

American National Bank of Texas•Terrell, TX

32d

About The Position

Service Desk Technicians are responsible for troubleshooting problems reported by the end-user through emails, telephone, chat, or in-person, as they are the single point of contact for technical issues. They are expected to communicate customer feedback to the appropriate internal team members and liaise with other support team as necessary to resolve customer requests and achieve customer satisfaction.

Requirements

High School diploma or GED
3 years experience in IT and Desktop Services
Working knowledge of Microsoft Excel and MS Word; basic keyboarding and calculator sills; must be able to perform advanced math and carry out complex instructions
Work occasionally requires more than 40 hours per week to perform the essential functions of the position; On-Call requirements
Lifting in an office setting may be required up to 30lbs.

Nice To Haves

MCSA and/or CompTIA A+ and Network+ Certifications A+, Microsoft, Customer Service fundamentals, Azure or Cisco certifications

Responsibilities

Participate in On-Call rotation
Provide technical support to help customers resolve IT issues, incidents, requests, and inquiries
Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents
Communicate customer feedback to the appropriate internal team members and liaise with other support teams as necessary to resolve customer requests
Escalate or trouble shoot issues with external vendors
Analyze IT incident reports and questions to identify trends and make recommendations for changes and to prevent future problems
Escalate any serious problems to relevant departments and teams and escalates requests that can't be solved at the service desk tier
Develops documentation related to procedures for technical support, computer and peripheral use, technology inventory, and network resource application
Participate in team meeting and contribute to IT projects

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