Tier 2 Help Desk - Lubbock

FIRST UNITED BANK•Lubbock, TX

20h•Onsite

About The Position

Under the guidance of the CIO/CTO, the Tier 2 Help Desk role provides advanced technical support to end users and serves as an escalation point for issues unresolved by Tier 1 support. This role focuses on diagnosing and resolving moderately complex hardware, software, and access-related issues across assigned geographic locations while ensuring a high level of customer service. The Tier 2 Help Desk leverages a strong working knowledge of desktop operating systems, standard business and banking applications, and endpoint devices. The position plays a key role in maintaining system reliability, minimizing downtime, and supporting the day-to-day technology needs of the banking staff.

Requirements

High school graduate or equivalent
Training in computer hardware, software, and networking
Strong understanding of PC hardware and operating systems
Patch Management
Proficient in O365 and MS Operating Systems
A+ certification or equivalent
Extensive knowledge of computer hardware systems (e.g. desktops, laptops, servers, computer peripherals)
2 – 5 years Related Educational and/or IT experience
Able to work well independently
Good problem-solving skills
Solid oral and written communications abilities
Ability to assist and train others
Self-motivator and team player

Nice To Haves

Familiarity with banking and regulated industry

Responsibilities

Provide technical support for users on PCs, peripherals, and software
Research parts, equipment and current technical trends
Develop installation procedures on computer software and hardware products and document them
Work closely with the Help Desk on client issues and work order requests
Serve as consultant and advise Help Desk and users on technical matters
Exercise independent judgment in the planning, scheduling, organizing, controlling, and monitoring of certain projects
Ensure that deadlines are met
Obtain and convey information as needed
Log all problems including cause and resolution information
Report and coordinate efforts with the CIO/CTO
Promote goodwill and a positive image of the Company
Track and resolve problems promptly and effectively
Ensure optimal service
Notify all involved parties when tickets are opened and closed
Track and record resolutions of problems for future reference, training, and reporting
Cooperate in a team environment to promote strong customer assistance and learning
Work with different departments to assist in providing technical solutions as needed
Keep management well informed of area activities and of any significant problems
Attend and participate in meetings as required
Maintain accurate and up-to-date reports
Participate in job specific training, various bank training programs, and comply with BSA, AML and all bank policies and procedures as required
Install necessary hardware or software for new branches
Perform required onsite Tech Support and repair
Require work afterhours and travel