Service Desk Technician II

IBC•San Antonio, TX

6d•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.

Requirements

Working knowledge of Windows operating systems.
General networking Concepts: DNS, IP, WAN and LAN.
Experience with Microsoft Office products, email and office 365 support.
Experience with workstation computers and peripherals.
Active Directory administration: Users, groups, group policy and permissions.
Strong verbal and written communication skills.
Creative problem solving and critical thinking.
High School Diploma or GED

Nice To Haves

Technical training and certifications preferred: Examples: Net+, A+, Security+
Associate’s, Bachelor’s Degree or Technical Certification in related field

Responsibilities

Serve as the Single Point-Of-Contact for all incidents/service requests, based on prioritization and urgency/impact, as reported by business stakeholders.
Handle more complex issues and escalations from Technician I staff members.
Assist team members with more advanced functions and issues.
Ensure standardized and comprehensive troubleshooting steps are performed for each individual incident/request.
Provide thorough reporting to Supervisors and other IT departments as needed for escalation.
Provides technical assistance and support by phone for incoming requests from IBC internal customers, IT Staff, and end users.
Troubleshoots and resolves advanced internal/external serviced applications, software, hardware, access, and other IT services.
Provisions network access and password resets in all applications administered by IT Services.
Gathers pertinent details and assigns/escalates tickets to the appropriate IT departments.
Performs software installation on computers.
Provides support for mobile devices.
Provides user awareness and education for IBC supported applications.
Navigates and utilizes IT Service Desk ticketing system and follows standard processes & procedures.