IT Help Desk Support Technician

:

· Located in Houston, TX region, George West, TX region or San Antonio, TX region

• US work authorization (Required)
• Tiers 1 and 2 Helpdesk support for enterprise
• Windows 10/11 and Microsoft Active Directory environment
• Microsoft Office365 applications
• HP hardware
• Fortinet Firewall

Experience or Qualifications

• May require an associate degree or its equivalent of 2 or more years professional experience.
• Ability to follow well defined processes.
• Technical aptitude and troubleshooting skills required.
• Outstanding communication, interpersonal skills and ability to interact with all levels of an organization.
• Possess strong organizational skills and attention to detail.
• Ability to manage stressful periods and work effectively in a fast-paced environment.
• Ability to multitask, prioritize and complete assigned tasks.
• Must be self-motivated and able to work with minimal supervision.
• Must be able to work in a team environment and assist team members with fluctuating workload.
• Previous banking experience is preferred, but not required
• Experience with Fiserv products (or other core providers) is preferred
• Proficiency with Microsoft Office products (i.e. M365, Microsoft Teams, PowerPoint, Word, Excel, Outlook, SharePoint, and Visio) and Acrobat Pro.

· 2 or more years of experience in the following technologies, not limited to but preferred: Ninja, Microsoft Office365, Active Directory, Printing Solutions, Windows 10 support.

• IT Service Desk Call Center experience required - specifically supporting users via telephone, email, self-service channels.

Duties and Responsibilities

· Manage Helpdesk tickets in a timely and efficient manner

· Monitor and respond quickly and efficiently to customer issues via phone, email, and computer chat

· Provide employee assistance and communicate any pending or unresolved issues to direct report each day

· Document all employee interactions in the ticketing system

· Run diagnostics to resolve employee-reported issues

· Escalate issues to the next Tier based on level of difficulty

· Install, make changes, and repair computer hardware and software

· Follow-up with employees to ensure issues are resolved

· Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems

· Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to the customer to ease in troubleshooting

· Monitor server and security logs.

· Operates and monitors computer systems and related equipment including; mainframes, servers, networks and other peripheral devices.

· Troubleshoot IT computer systems, network operations, and production batch processes when issues are encountered. This will be a proactive task to prevent/reduce the impact to the company.

· Ensure all processes are followed related to the creation of incident tickets, documentation of issues, problem/issue resolutions and follow-up related to root cause analysis.

· Provide telephone, in-person, and online support to end-users.

· Load appropriate software packages such as operating systems, networking components and office applications.

· Review and analyze annual maintenance contracts.

· Monitor server and security logs.

· Maintain a sound relationship between the IT department and our vendors. Evaluate items and services the company is using while researching and evaluating additional options.

· Research and recommend information security/information assurance policies, principles, and practices.

· Maintain an adequate spare parts inventory of systems, subsystems, and component parts needed by users.

· Identify approaches that leverage our resources and provide economic scale. Work to define business and system requirements for new technology implementations.

· Exhibit excellent interpersonal and communication skills, providing an environment of open and authentic communication.

· All other duties as assigned

Physical Requirements:

o Ability to sustain close vision for long periods of time

o Ability to sit for long periods of time

o Ability to lift heavy boxes on occasion

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off

Schedule:

• 8 hour shift, after-hours support as required
• Monday to Friday, 8:00 am to 5:00 pm CST
• Occasional weekend support may be necessary for system and software updates

Ability to commute/relocate:

• Houston, TX 77024: Reliably commute or planning to relocate before starting work
• Ability to reliably travel to locations in the following cities:
• George West, TX
• Floresville, TX
• Three Rivers, TX
• San Antonio, TX
• Pleasanton, TX
• Channelview, TX

Contact Information: Keith Knisely, 361-449-1571 ; Liz Urbanczyk, 830-216-2216

Equal Opportunity Employer Member FDIC

Job Type: Full-time

Pay: $50,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekends as needed

Education:

• High school or equivalent (Required)

Experience:

• IT: 2 years (Required)

Ability to Relocate:

• San Antonio, TX: Relocate before starting work (Required)

Willingness to travel:

• 25% (Required)

Work Location: In person