IT Help Desk

IT Help Desk (On-Site)

Position Title:

IT Help Desk
Department: IT
Branch

Location:

On-site Plano or Humble
Manager: IT Manager

This position will provide first level contact and provide resolutions to Bank IT issues. This position will manage multiple calls with help-desk software and resolve/assign tickets.

• Fully support, configure, maintain and upgrade Bank's networks and in house servers
• Properly escalate unresolved queries to the next level of support
• Track, route and redirect problems to correct resources
• Configured and set up workstations and laptops in accordance with the Banks policy
• Maintained Active Directory, create and delete user accounts, and assigned different rights to users and groups within Bank operating systems
• Create the Active Directory structure and mapped connections to printers and other peripheral devices
• Create static IP addresses to specific computers and maintained records of all machines going to different users
• Assist with assigning IP Addresses and re-imaging PCs, Laptops, and all other types of equipment
• Monitor servers and Bank systems. Provide support to Branch and mobile device users
• Analyze and provided troubleshooting on software and hardware issues
• Resolve issues pertaining to computer workstation and network configuration.
• Respond to a variety of queries pertinent to software, hardware, email configurations, computer-related questions, etc.
• Install operating systems, software, antiviruses and patches.
• Provide on-site support in Branch locations during startup/shut down to Bank standard operating systems and procedures, expediting issue resolution to ensure successful project outcomes
• Conduct troubleshooting for installation of hardware/software, desktops, docking stations, laptops, VPN configuration, and NIC cards to enhance network connectivity and minimize down time.
• Collaborate with Bank vendors/developers to plan and implement software releases, effectively communicating changes and providing expanded internal and external customer support
• Analyzed data while listening and speaking directly to vendors, employees, clients, and customers to construct written recommendations and resolutions.
• Compose and maintain technical documentation to expand knowledge base and provide resources for product support across all platforms.
• Document and maintained I.T. processes and enforce network policies and procedures
• Specify system requirements and design solutions
• Research and make recommendations on server system administration

This position has no supervisory responsibilities.

This position is a full-time, non-exempt position. Typical work hours are Monday through Friday, 8:00am to 5:00pm.

Travel is expected for this position.

This job operates in a professional office environment. This position uses office equipment such as computers, phones, copy and fax machines, calculators, filing cabinets and printers.

This position will be responsible for writing, typing, speaking, listening, lifting (up to 50 pounds), driving, carrying, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, pulling, walking, standing, squatting, kneeling and reaching.

The incumbent in this position must be able to accommodate to reading documents or instruments, detailed work, problem solving, customer contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, multiple concurrent tasks and constant interruptions.

• BS degree in Information Technology, Computer Science or equivalent
• Proven working experience in providing help desk support
• Working knowledge of help desk software, databases and remote control
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation