Help Desk Technician

Job Details

Job Location:

Headquarters - Midland, TX 79701

Position Type:
Full Time

Job Category:
Information Technology

This position is responsible for resolving first-level issues involving computer workstation hardware and software problems. Serves as the first point of contact for employees seeking technical assistance over the phone or email.

• Responsible for staying up to date on and complying with all applicable banking laws and regulations as well as CNB policies and procedures.
• Respond to all emails and phone calls to provide appropriate assistance.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issues and details provided.
• Direct unresolved issues to the next level of support personnel.
• Record issues and resolutions in the ticket system.
• Follow-up and update employees on status and information.
• Maintain regular and punctual attendance.
• Work cooperatively with others.
• Work overtime as needed.
• Performs other duties as required or assigned which are reasonably within the scope of the duties in this job classification.

• Ability to communicate effectively with employees via face to face, phone, or email.
• Tech savvy with working knowledge of office automation products, databases, and remote control.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Strong technical documentation and writing skills.
• Ability to adapt to technological changes and apply new knowledge to responsibilities.

• One year certificate from college or technical school.
• Three to six months related experience or equivalent combination of education and experience.

• Secure work area due to sensitive customer information.
• Indoor, in an office environment, with a typical 40-hour workweek.
• High levels of noise produced by bank equipment.
• Considerable effort and eyestrain from continuous computer use.

• Occasionally move and carry office supplies, files and equipment weighing 10+ pounds.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• Must be able to remain in a stationary position 60% of the time to process work.