Service Desk Technician I
Lone Star National Bank, Mcallen, TX, United States
SUMMARY
Responsible for providing first line support to bank employees and troubleshooting computer user questions.
ESSENTIAL DUTIES
Provides first line support to bank employees and troubleshooting computer user questions
Assists with various hardware and software problems, network support and password issues for end users
Follows up with internal customers to ensure satisfactory completion of Help Desk calls
Documents and maintains record of Help Desk calls in the incident management database
Resets passwords for network, AS/400, and other systems, as required
Monitors and reports on ATM activities, server events and performance and LAN/WAN bandwidth utilization
Participates in job specific training and other training programs, as necessary
Maintains current knowledge of internal risk controls and loss prevention, including reporting of suspicious or unusual customer activity per Bank policy
Maintains current knowledge and complies with all federal and state laws and regulations and all established Bank policies and procedures, including internal audit controls related to department operations
Maintains current knowledge of all rules, regulations, and laws as they apply to BSA/OFAC/USA Patriot Act/CIP/AML
QUALIFICATIONS
A self‑starting individual who possesses a High School Diploma or GED with at least 6 months prior experience working in a customer service capacity involving tech support of a Windows environment (Associate Degree in Computer Information Systems and knowledge of Jack Henry banking software is preferred)
Technical aptitude and ability to work with minimal supervision
Ability to diagnose and resolve technical computer‑related problems
Strong technical knowledge of computers and computer applications as well as practical knowledge of cell phones and other technology products
Good verbal and written communication skills
Attention to detail
Ability to work in a stressful environment
High degree of mental concentration
Ability to work flexible hours Monday to Friday (7:00 a.m. to 6:30 p.m.) and rotating Saturdays (8:00 a.m. to 1:00 p.m.)
Bilingual in English and Spanish is desired
ORGANIZATION
This position reports to the Technical Support Manager
This position does not oversee other positions
LSNB is an Equal Opportunity/Affirmative Action Employer and does not discriminate in the recruitment, hiring, and conditions of employment on the basis of race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, marital status, disability, age, veteran status, or any other status as protected by applicable laws.
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Responsible for providing first line support to bank employees and troubleshooting computer user questions.
ESSENTIAL DUTIES
Provides first line support to bank employees and troubleshooting computer user questions
Assists with various hardware and software problems, network support and password issues for end users
Follows up with internal customers to ensure satisfactory completion of Help Desk calls
Documents and maintains record of Help Desk calls in the incident management database
Resets passwords for network, AS/400, and other systems, as required
Monitors and reports on ATM activities, server events and performance and LAN/WAN bandwidth utilization
Participates in job specific training and other training programs, as necessary
Maintains current knowledge of internal risk controls and loss prevention, including reporting of suspicious or unusual customer activity per Bank policy
Maintains current knowledge and complies with all federal and state laws and regulations and all established Bank policies and procedures, including internal audit controls related to department operations
Maintains current knowledge of all rules, regulations, and laws as they apply to BSA/OFAC/USA Patriot Act/CIP/AML
QUALIFICATIONS
A self‑starting individual who possesses a High School Diploma or GED with at least 6 months prior experience working in a customer service capacity involving tech support of a Windows environment (Associate Degree in Computer Information Systems and knowledge of Jack Henry banking software is preferred)
Technical aptitude and ability to work with minimal supervision
Ability to diagnose and resolve technical computer‑related problems
Strong technical knowledge of computers and computer applications as well as practical knowledge of cell phones and other technology products
Good verbal and written communication skills
Attention to detail
Ability to work in a stressful environment
High degree of mental concentration
Ability to work flexible hours Monday to Friday (7:00 a.m. to 6:30 p.m.) and rotating Saturdays (8:00 a.m. to 1:00 p.m.)
Bilingual in English and Spanish is desired
ORGANIZATION
This position reports to the Technical Support Manager
This position does not oversee other positions
LSNB is an Equal Opportunity/Affirmative Action Employer and does not discriminate in the recruitment, hiring, and conditions of employment on the basis of race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, marital status, disability, age, veteran status, or any other status as protected by applicable laws.
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