Technology Support Technician I

Woodforest National Bank • The Woodlands, TX

18h

About The Position

The Technology Support Technician I provides first-level technical support and user maintenance assistance for the organization's branch and office locations. This role is an initial point of contact for technology incidents and service requests involving software, hardware, ATMs, network connectivity, access, and related equipment. The Technician documents troubleshooting activity, communicates status, resolves issues within their assigned scope, and escalates incidents requiring additional expertise while providing professional, customer-focused support.

Requirements

• At least one year of professional end-user technical support, help desk, service desk, or desktop support experience.
• Working knowledge of remote management tools, ServiceNow, Microsoft Office, Windows operating systems, basic networking, command prompts, Active Directory, VPN, Cisco Systems, and user management functions within financial services applications.
• Ability to follow documented troubleshooting methods, analyze basic technical symptoms, identify likely causes, apply approved solutions, and determine when escalation is required.
• Strong attention to detail, critical thinking, sound judgment, and analytical ability, with a commitment to accurate ticket documentation, incident categorization, user maintenance, and data handling.
• Ability to prioritize competing requests, manage assigned queues, and multitask in a high-volume, time-sensitive support environment.
• Strong customer service, collaboration, and problem-solving skills, including the ability to work independently while contributing to a team.
• Professionalism, accountability, dependability, adaptability, and willingness to receive coaching, expand technical knowledge, and support continuous improvement.

Nice To Haves

• Financial services or banking industry experience.
• CompTIA A+ certification or active progress toward certification.
• Associate degree in a technology-related field, or an equivalent combination of directly related education and experience.

Responsibilities

• Receive, evaluate, prioritize, and respond to requests submitted by telephone, voicemail, email, ServiceNow, and approved deskside support channels.
• Create, update, categorize, and track incidents and service requests in ServiceNow, ensuring user information, issue details, troubleshooting steps, resolution actions, and status updates are complete and accurate.
• Provide first-level troubleshooting for software, hardware, ATMs, network connectivity, remote access, VPN, user access, peripheral equipment, and other supported technology services.
• Complete authorized user maintenance requests in accordance with established procedures, required approvals, security controls, and data accuracy standards.
• Communicate clearly with users throughout the support process, set expectations, provide timely status updates, and confirm resolution before closing requests when applicable.
• Escalate incidents and requests to the appropriate Technology team when they exceed first-level scope, require elevated access, have recurring or widespread impact, or cannot be resolved within established service expectations.
• Create and revise knowledge articles, troubleshooting documentation, and support procedures to improve consistency, first-contact resolution, and self-service capabilities.
• Maintain awareness of open work, assigned queues, department priorities, and shift responsibilities to support consistent coverage across branch and office operating hours.
• Perform other job-related duties or special projects as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed