IT Service Desk Analyst

Address We’re always looking for bright individuals to join our growing organization. As a part of the First Financial Family, we will invest in your development and provide a dynamic work environment where you’re challenged, valued and empowered every day. We strive to be the best destination for the industry’s top talent, creating a diverse, collaborative workplace that celebrates innovation and change.

We are one team, working together to get things done.

Job Description:

Office

Location:

Abilene, Texas, United States
* This is an in-office position in Abilene, Texas.

SCOPE/CONTACTS:

The IT Service Desk Analyst I is the first point of contact for employees who need assistance with technology incidents, service requests, access, and supported business applications. Working within established procedures and under regular guidance, this entry-level role records and prioritizes requests, performs initial diagnosis and standard troubleshooting, resolves common issues at first contact when possible, communicates clearly with customers, and escalates work that requires advanced or specialized support.

The role supports a secure, regulated banking environment and is expected to protect confidential information, follow identity-verification and access-control requirements, and maintain complete, accurate, and auditable records in the IT service management system.

ESSENTIAL FUNCTIONS:

Serve as the first point of contact for incidents, service requests, and general support questions received through approved channels, including phone and the self-service portal.

Create and maintain accurate tickets by capturing the customer’s issue, business impact, affected service or device, troubleshooting performed, communications, assignment, and resolution.

Categorize and prioritize tickets using established procedures and seek guidance when impact, urgency, ownership, or priority is unclear.

Use approved knowledge articles, scripts, diagnostic tools, and documented procedures to provide initial support for Windows workstations, Microsoft 365, printers, peripherals, mobile devices, connectivity, login issues, and common business applications.

Perform approved password resets, account unlocks, basic access troubleshooting, and identity verification in accordance with information security and access-management requirements.

Provide initial triage for supported banking and business applications, gather required details and screenshots, and route unresolved issues to the appropriate Level 2, infrastructure, information security, application, or vendor support team.

Fulfill routine, pre-approved service requests within assigned authority and procedures.

Communicate respectfully and clearly with customers, set appropriate expectations, provide status updates, and confirm service restoration or request completion before closure when required.

Escalate promptly when a standard solution does not restore service, specialized access or expertise is required, a security concern is suspected, documented escalation criteria are met, or a service target may be low major-incident notification and escalation procedures when a potentially widespread or high-impact issue is identified.

Use existing knowledge articles and identify unclear, outdated, or missing documentation for review; contribute draft updates with guidance.

Participate in assigned training, team meetings, quality reviews, testing activities, and service-improvement efforts.

Protect customer, employee, and bank information and comply with company policies, security standards, regulatory requirements, and records-retention expectations.

Perform other duties as assigned that are consistent with the purpose and level of the position.

MINIMUM QUALIFICATIONS:

High school diploma…