Service Desk Technician I

IBC•San Antonio, TX

10d•Onsite

About The Position

IBC Bank successes are the result of an aggressive and innovative attitude. The Bank's "We Do More" philosophy reflects its dedication to the growth and success of its employees, customers and communities. IBC bank hires talented, creative and dedicated individuals to help our business succeed. We are a company that values leadership, community engagement and relationship building that leads to a culture of excellence. We are currently seeking to fill positions across all business segments. IBC's focus is to be customer centric and strive to provide excellent customer experience. Time Type: Full time This is an in-office position. Department: 864 Service Desk Job Summary: Service Desk Technician I will be serve as Single Point-Of-Contact for all incidents/service requests, based on prioritization and urgency/impact, as reported by business stakeholders. The position will also be responsible for ensuring standardized and comprehensive troubleshooting steps are performed for each individual incident/request, providing thorough reporting to Service Desk Technician II and Supervisors as needed for escalation. Job Description: ESSENTIAL JOB FUNCTIONS The statements on this job description are intended to describe the general nature of level of work being performed by incumbents. They are not an exhaustive list of all responsibilities, duties, and skills required by all incumbents. Provides technical assistance and support by phone for incoming requests from IBC internal customers and end users, work tracked by service tickets in Service Desk Plus Troubleshoots and resolves common internal/external serviced applications, software, hardware, etc. Provisions network access and password resets in all applications administered by IT Services Gathers pertinent details and assigns/escalates tickets to the appropriate level of support Processes network access setup for new employees/non-employees Performs software installation on computers Provides front line support for mobile devices Provides user awareness and education for IBC supported applications Navigates and utilizes IT Service Desk Solutions Base, processes & procedures Provides technical assistance for software upgrades Utilizes intra-departmental training resources to achieve competent and proficient skill level with standard IT systems and IT industry practices IBC Bank was founded in 1966 to meet the needs of small businesses in Laredo, Texas. The bank's success is a result of an aggressive and innovative attitude. The Bank's "We Do More" philosophy reflects it's dedication to the growth and success of it's employees, customers and communities. Our commitment to "Do More" for the communities we serve permeates our company from top down. The success of IBC and it's 50 consecutive years of growth and profitability are due to strong leadership, customer centric business philosophy and our motto of "Doing More" in our communities. Wait there's more! We offer a comprehensive benefits package, based on eligibility, benefits include: Medical Plan Employer Paid Life Insurance Flexible Spending Program 401k Profit Sharing Program Supplemental Benefit Programs such as: Vision, Dental, Disability Tuition Assistance Program Sick Leave Vacation Paid Holidays

Requirements

Familiar with MS Windows Operating systems
General computer networking concepts.
Familiar with computer peripherals and connections.
Familiar with common desktop applications and MS productivity applications.
Active Learning and Learning
Good written and oral communication skills.
Complex Problem Solving
Critical Thinking
Time Management
High School Diploma or GED
Associate’s, Bachelor’s Degree or Technical Certification in related field

Responsibilities

Provides technical assistance and support by phone for incoming requests from IBC internal customers and end users, work tracked by service tickets in Service Desk Plus
Troubleshoots and resolves common internal/external serviced applications, software, hardware, etc.
Provisions network access and password resets in all applications administered by IT Services
Gathers pertinent details and assigns/escalates tickets to the appropriate level of support
Processes network access setup for new employees/non-employees
Performs software installation on computers
Provides front line support for mobile devices
Provides user awareness and education for IBC supported applications
Navigates and utilizes IT Service Desk Solutions Base, processes & procedures
Provides technical assistance for software upgrades
Utilizes intra-departmental training resources to achieve competent and proficient skill level with standard IT systems and IT industry practices