Technology Support Technician I

Woodforest National Bank•The Woodlands, TX

About The Position

Become a part of the diverse and inclusive team within our nationally recognized award-winning Bank that is one of the strongest in the nation. Woodforest National Bank is privately owned, and our Employee Stock Ownership Plan is the largest shareholder. We focus on building relationships and discovering opportunities to better serve our communities and understand the financial needs of every customer we serve. At Woodforest we care and prove it by volunteering with local charities and foodbanks to give back to the communities we serve. By joining Woodforest you will become a part of one of the largest employee-owned banks in the country! The Technology Support Technician I is responsible for providing first level support of user maintenance requests and technical issues associated with software, hardware, network systems and equipment for the organization’s branch and office locations. This position performs basic problem analysis and recommends solutions or escalates issues as appropriate.

Requirements

Technical aptitude with broad knowledge of remote management tools, Microsoft Office, Windows operating systems, basic networking, coding and command prompts, Active Directory, VPN, Cisco systems, and the ability to learn user management functionality for financial services software.
Strong attention to detail, analytical skills, and concern for data accuracy.
Proven ability to prioritize workload and multitask in a high-pressure environment.
Exceptional verbal communication and technical writing skills with an ability to effectively interact with and convey information to people who possess varying levels of understanding on applicable topics.
Excellent customer service and problem-solving skills with the ability to work independently while supporting a team environment.
Flexibility to work non-traditional shifts such as evenings and weekends as needed.
6 months to 2 years’ technology education or directly related work experience is required.

Nice To Haves

Tech support and/or call center experience preferred.
Financial services or banking industry experience preferred.
Comp TIA A+ certification, or actively working towards certification, strongly preferred.
Associate’s degree in a technology related field preferred.

Responsibilities

Answer, evaluate, and prioritize incoming telephone, voicemail, email, ServiceNow requests and some deskside support for assistance from users experiencing technical problems.
Troubleshoot all technology issues, including software, hardware, ATM and networking.
Log and track all calls from users experiencing technology problems.
Provide continuous status information to ensure troubleshooting is documented and performed to maintain customer satisfaction.
Escalate appropriate tickets to technology departments to ensure a quick resolution.
Creates detailed documents explaining system issues for department knowledge base articles.
Trains end users on resolution of common issues to reduce call volume.
Performs other job-related duties or special projects as assigned.