Service Desk Technician I

Lone Star National Bank • McAllen, TX

11d • Onsite

About The Position

Responsible for providing 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

• 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
• Practical knowledge of cells phones and other technology products
• Good verbal and written communication skills
• Attention to detail
• Ability to work in a stressful environment
• High degree of mental concentration

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

Benefits

• All employees are required to attend scheduled mandatory trainings
• Complete online regulatory compliance training courses applicable to their specific job function
• Employees must ensure that their actions fully comply with all federal banking laws and regulations, including internal bank policies and procedures
• Encouraged to volunteer for bank sponsored activities, civic, charitable and community events and to be active in the communities we serve

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED