Service Desk Technician I

LONE STAR NATIONAL BANK•McAllen, TX

21h•Onsite

About The Position

Responsible for providing first line support to bank employees and troubleshooting computer user questions. This role involves assisting with various hardware and software problems, network support, and password issues for end users. The technician will follow up with internal customers to ensure satisfactory completion of Help Desk calls and document them in the incident management database. Additionally, the position requires resetting passwords for various systems and monitoring ATM activities, server events, performance, and LAN/WAN bandwidth utilization. The incumbent must also participate in training and maintain current knowledge of internal risk controls, loss prevention, and compliance with all federal and state laws and regulations, including BSA/OFAC/USA Patriot Act/CIP/AML.

Requirements

A self-starting individual who possesses a High School Diploma or GED
At least 6 months prior experience working in a customer service capacity involving tech support of a Windows environment
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
Knowledge of Jack Henry banking software
Bilingual in English and Spanish

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