IT Support Technician

• Location 5840 West I-20,Arlington, TX, 76017,United States
• Job Category IT Support
• Employee Type Non-Exempt - FT

Under general supervision, provide technical software, hardware and network problem resolution to all computer users by:

• Responsible for imaging/reimaging computers in current environment.
• Mange asset life cycle and recycling of hardware.
• Clearly communicate technical solutions in a user-friendly, professional manner.
• Remote connect to employee’s computer when necessary to conduct analysis and conduct fixes.
• Provide one-on-one end-user training as needed so employees can be successful in the use of their computer and software.
• Provide or eliminate access to network and e-mail systems, with authorization.
• Monitor the IT Help Desk, reviews newly submitted tickets to ensure they provide the appropriate and adequate information for IT to fully understand the request.
• Respond to tickets in a manner that meets or exceeds SLA standards, ensuring all tickets are fully documented, or escalates tickets to the appropriate IT team members to properly address the request.
• Assists employees with opening an IT Help Desk ticket when the employee calls the Help Desk for assistance.
• Identifies, diagnoses, and resolves Level One problems for users of personal computer software and hardware, local printer problems, e‑mail, Local Area Network, Internet and other computer technology.
• Deploys Windows and 3rd party software updates as per Patch Management Policy.
• Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements.
• Work closely with the Technology Support Supervisor in the monitoring, identifying and removal of unwanted software.
• Administrator for the Quest Kace Service Desk to include triage of new tickets, automated ticket routing updates, system updates, and new feature implementation.
• Responsible for creating, storing and maintaining images of all commonly used desktops.
• Responsible for inventorying, configuring and deploying all corporate owned mobile devices after coordinating with the Technology Supervisor to have the device configured and added to the Mobile Device Management System.
• Install and maintain all AdQue devices and in‑branch Marketing hardware. Manage asset life cycle and recycling of hardware.
• Interact with Audio/Visual vendor to provide assistance in maintaining A/V devices and network.
• Presents a helpful and positive attitude, focusing on solutions and promoting a collaborative environment at all times.
• Practices and brings to life with the team our “Yes And… culture.
• Comply with established regulations and law requirements.
• Perform various other duties as assigned.

• Two (2) year experience in PC software (i.e., MS Office, Windows operating systems) and hardware, printers, trouble- shooting techniques and other computer peripherals required.

• College degree with emphasis in Information Systems or demonstrated qualifying experience desired.
• Excellent problem-solving skills, as well as the ability to work without direct supervision and maintain a high degree of concentration.
• Requires an organized, detail-oriented self-starter who is able to work independently.
• Strong processing, analytical and problem-solving skills.
• Strong listening skills and communication skills.
• Possess a strong work ethic and team player mentality.
• Highly developed sense of integrity and commitment to member satisfaction.
• Required to handle all member information in a confidential manner.
• Professional written and verbal communications skills.

Texas Trust Credit Union is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.