Help Desk Technician I

FARMERS BANK & TRUST COMPANY OF MAGNOLIA; Magnolia, Texarkana (AR, TX); On-site; USD 38,000 - 48,000; Full time

Job summary

Farmers Bank & Trust Company of Magnolia is seeking a Help Desk Technician 1 to provide day-to-day IT support to end users at the Magnolia, AR location. Responsibilities include addressing hardware, software, access, networking, and common user issues in a bank environment.

You will triage requests, deliver Tier 1 and some Tier 2 support, document resolutions, and contribute to the knowledge base while upholding bank policies and confidentiality.

Qualifications

• Must provide excellent customer service consistent with Service with HEART to all customers - internal and external.
• Must maintain confidentiality of customer and bank information at all times.
• Must comply with all internal controls and established bank policies and procedures at all times.
• Must have a working knowledge of all bank products and services in order to ensure that customer needs are consistently met.

Responsibilities

• Monitor and triage incoming support requests via phone or ticketing system; document work and route, resolve, or elevate issues.
• Provide Tier 1 support for IT and Banking Systems issues by troubleshooting and guiding users through functionalities.
• Provide Tier 2 support for Banking Systems and IT issues that can be handled remotely.
• Research and implement fixes for new issues; escalate when necessary.
• Ensure problem and solution documentation; contribute to knowledgebase.
• Other duties as assigned.

Skills

Customer service

Problem solving

Communication

Confidentiality

Education

High school diploma or equivalent

Job description

Job DetailsJob Location: Operations - Magnolia, AR 71753Position Type: Full Time

General Description of Position:

The Help Desk Technician 1 is responsible for providing day-to-day operational support to end users regarding hardware, software, account permissions, networking, and troubleshooting user issues.

Essential Duties and Responsibilities:

• 1.Monitor and triage incoming support requests via phone or ticketing system. Open tickets for user inquiries received via phone and assign to the correct queues; respond quickly and effectively to requests; document work done and quickly route, resolve, or elevate issues utilizing Help Desk system processes.
• 2.Provide Tier 1 support for Information Technology and Banking Systems issues by troubleshooting and resolving various technical issues and by guiding users through application functionalities and features.
• 3.Provide Tier 2 support for Banking Systems issues and for Information Technology issues that can be handled remotely.
• 4.Research and implement fixes for new issues, via self-assign or escalation to next level support (internal or vendor) when necessary.
• 5.Ensure problem and solution documentation, creating and managing content for support knowledgebase.
• 6.Other duties as assigned.

QualificationsEducation:

Education:

Knowledge of a specialized field (however acquired), such as basic accounting, computer, etc. Equivalent of four years in high school, plus night, trade extension, or correspondence school specialized training, equal to two years of college.

Experience:

12 to 18 months related experience and/or training.

Core Competencies / Additional Info

Must provide excellent customer service consistent with Service with HEART to all customers - internal and external. Must maintain confidentiality of customer and bank information at all times. Must comply with all internal controls and established bank policies and procedures at all times. Must have a working knowledge of all bank products and services in order to ensure that customer needs are consistently met. Will have the opportunity to represent the Bank at community events and in civic organizations.