Service Desk Technician I

Lone Star National Bank•McAllen, TX

1d•Onsite

About The Position

Responsible for providing first line support to bank employees and troubleshooting computer user questions. ESSENTIAL DUTIES The duties listed below may not include all responsibilities that the person in this role may be asked to perform. Incumbent may be required to perform other related duties, as assigned, including cross training across other departments, as necessary. Provides first line support to bank employees and troubleshooting computer user questions Assists with various hardware and software problems, network support and password issues for end users Follows up with internal customers to ensure satisfactory completion of Help Desk calls Documents and maintains record of Help Desk calls in the incident management database Resets passwords for network, AS/400, and other systems, as required Monitors and reports on ATMs activities, server events and performances and LAN/WAN bandwidth utilization Participates in job specific training and other various Bank training programs, as necessary Maintains current knowledge of internal risk controls and loss prevention, including reporting of suspicious or unusual customer activity per Bank policy Maintains current knowledge and complies with all federal and state laws and regulations and all established Bank policies and procedures, including internal audit controls related to department operations Maintains current knowledge of all rules, regulations, and laws as they apply to BSA/OFAC/USA Patriot Act/CIP/AML

Requirements

A self-starting individual who possesses a High School Diploma or GED with at least 6 months prior experience working in a customer service capacity involving tech support of a Windows environment (Associate Degree in Computer Information Systems and knowledge of Jack Henry banking software is preferred)
Technical aptitude and able to work with minimal supervision
Ability to diagnose and resolve technical computer-related problems
Strong technical knowledge of computers and computer applications as well as practical knowledge of cells phones and other technology products
Must possess a technical aptitude and be able to work with minimal supervision with the ability to diagnose and resolve technical computer-related problems
Good verbal and written communication skills
Attention to detail
Ability to work in a stressful environment
High degree of mental concentration
Ability to work flexible hours Monday to Friday (7:00 a.m. to 6:30 p.m.) and rotating Saturdays (8:00 a.m. to 1:00 p.m.)

Nice To Haves

Associate Degree in Computer Information Systems and knowledge of Jack Henry banking software is preferred
Bilingual in English and Spanish is desired

Responsibilities

Provides first line support to bank employees and troubleshooting computer user questions
Assists with various hardware and software problems, network support and password issues for end users
Follows up with internal customers to ensure satisfactory completion of Help Desk calls
Documents and maintains record of Help Desk calls in the incident management database
Resets passwords for network, AS/400, and other systems, as required
Monitors and reports on ATMs activities, server events and performances and LAN/WAN bandwidth utilization
Participates in job specific training and other various Bank training programs, as necessary
Maintains current knowledge of internal risk controls and loss prevention, including reporting of suspicious or unusual customer activity per Bank policy
Maintains current knowledge and complies with all federal and state laws and regulations and all established Bank policies and procedures, including internal audit controls related to department operations
Maintains current knowledge of all rules, regulations, and laws as they apply to BSA/OFAC/USA Patriot Act/CIP/AML