Help Desk Technician

COMMUNITY NATIONAL BANK; Midland (TX); On-site; USD 42,000 - 56,000; Full time

Job summary

COMMUNITY NATIONAL BANK in Midland, TX is seeking an IT Help Desk Analyst to resolve first-level workstation hardware and software issues and serve as the first point of contact for employees seeking technical assistance by phone or email.

The role requires a 1-year college or technical certificate and 3–6 months related experience, with strong communication, documentation, and ability to troubleshoot and adapt to new technologies in a secure banking environment.

Qualifications

• One year certificate from college or technical school.
• Three to six months related experience or equivalent.
• Strong communication and documentation skills.

Responsibilities

• Resolve first-level IT issues for workstation hardware and software.
• Serve as the initial contact for employees seeking technical assistance via phone or email.
• Record issues and resolutions in the ticket system and follow up as needed.

Skills

Effective communication

Tech savvy

Troubleshooting

Documentation

Adaptability

Teamwork

Education

Certificate from college or technical school

3–6 months related experience

Job description

Job Details

Job Location: Headquarters - Midland, TX 79701

Position Type: Full Time

Job Category: Information Technology

General Summary

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.

Principal Responsibilities and Duties

• 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.

Skills and Abilities Required

• 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.

Certifications/Education and Experience

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

Working Conditions

• 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.

Physical Requirements

• 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.