Tier 1 I.T. Service Desk Analyst

Transpecos Banks SSB•San Antonio, TX

About The Position

The Tier 1 IT Service Desk Analyst is the first line of support for day-to-day IT and Information Security operations across TransPecos Banks. The role provides front-line troubleshooting for systems, hardware, software, and access-related issues while supporting a positive employee experience and following security, compliance, and privacy standards. The analyst works with the IT team and managed services partners to set up, deliver, support, and maintain technology assets and services that help the bank operate effectively. The position handles Tier 1 support across a range of operating systems, business applications, devices, peripherals, networks, and access issues. It also supports user onboarding and offboarding, equipment deployment and maintenance, ticketing and asset records, technology rollouts, site setups, and infrastructure initiatives. The analyst is expected to document and process work appropriately, escalate issues when needed, and contribute to continuous improvement and customer satisfaction.

Requirements

Excellent problem-solving skills.
Comprehensive knowledge of computer systems, databases, operating systems, and networks, with experience troubleshooting hardware and software.
Knowledge of common business processes and how IT aligns with them.
Understanding of data analysis, modeling, integration, and quality management.
Awareness of cybersecurity, data privacy laws, and industry compliance.
Ability to diagnose and solve technical issues.
Understanding of project management methodologies and tools.
Knowledge of IT service frameworks such as ITIL.
Ability to document processes, procedures, and technical specifications.
Ability to interpret instructions provided in written, oral, diagram, or schedule form.
Ability to lift up to 20 pounds.

Nice To Haves

CompTIA A+ certification.
Strong communication skills and ability to work well in teams.
Ability to analyze information and make logical recommendations.
Willingness to learn and adapt to new technologies.
Dedication to understanding and meeting customer needs.
Awareness of UX principles and user-centric design.
Strong positivity and a patient, friendly demeanor with strong listening aptitude.
Familiarity with operating systems and network infrastructures.
Mission-driven, competitive, goal-oriented, and motivated to develop oneself and others.
Energetic and resourceful, with appropriate work intensity to complete the work.
Strong people acumen and relationship skills, including an ability to quickly establish positive personal and professional relationships.

Responsibilities

Serve as the first point of contact for IT inquiries, incidents, and service requests through phone, email, Microsoft Teams, and in person.
Provide Tier 1 troubleshooting for Windows, macOS, Linux, Microsoft 365 apps, audiovisual systems, peripherals, office networks, and standard enterprise software.
Guide users through troubleshooting clearly and professionally, escalating issues when appropriate.
Diagnose and resolve basic technical issues involving systems, devices, printers, connectivity, MFA, password resets, and common user-access problems.
Perform onboarding and offboarding steps, including account creation requests, mailbox setups, onboarding preparation, and access or permission updates under established workflows.
Assist users with MFA enrollment, password resets, and basic Conditional Access troubleshooting.
Validate required approvals and follow identity governance standards.
Build, configure, deploy, and troubleshoot desktops, laptops, mobile devices, peripherals, and banking hardware as assigned.
Complete operational IT tasks such as equipment setup, testing, and maintenance.
Maintain accurate asset and inventory records in accordance with company policy.
Log incidents and service requests in the ticketing system with complete details and follow Service Desk processes.
Support deployments, system upgrades, branch and site setups, and infrastructure initiatives.
Assist users during technology rollouts and provide training on new tools and software.
Identify recurring issues and propose process or self-service improvements.
Coordinate with IT and business leadership to resolve open incidents and requests.
Assist with local site setup, on-site issues, and projects remotely and in person as needed.
Create an exceptional customer and user experience in all interactions.
Carry out responsibilities consistently with company values, operating principles, policies, applicable laws, and commitments to continuous improvement and process excellence.
Perform other duties as assigned.