IT Help Desk - Lubbock

First United Bank West Texas; Lubbock (TX); On-site; USD 40,000 - 52,000; Full time

Job summary

First United Bank West Texas is seeking an IT Help Desk professional at the Lubbock Operations Center. You will provide first-line technical support to users, prioritize inquiries, and communicate system status and usage guidelines.

The role emphasizes teamwork, timely problem resolution, and accurate record-keeping. The ideal candidate should have a high school diploma or equivalent, training in hardware, software, and basic networking, and at least 1 year of relevant experience.

Qualifications

• Education includes high school or equivalent with training in hardware, software and basic networking.
• A+ certification or equivalent is required or preferred.
• Experience of 1+ year in software and hardware support is expected.

Responsibilities

• Provide first-tier technical support to all users.
• Receive and prioritize calls and emails and offer resolutions.
• Maintain professional relationships with clients, vendors and contacts.
• Log problems and track resolutions for future reference and reporting.

Skills

MS Office

MS Operating Systems

Program applications

Problem solving

Oral communication

Written communication

Independence

Training others

Education

High school diploma or equivalent

A+ certification or equivalent

Job description

First United Bank is accepting applications for an IT Help Desk in our Lubbock Operations Center.The IT Help Desk is responsible for performing first tier technical help desk support to all users. Assists and supports area personnel and promotes a team environment. Keeps management well informed of area activities and maintains all related records.Duties:1. Assumes responsibility for providing first tier technical support for all users.Receives and prioritizes calls and e-mails from users.Provides first-line support answering technical questions and providing resolutions to problems.Provides information to all users regarding system status, operability, proper equipment use, and printer functions.2. Assumes responsibility for establishing and maintaining professional working relationships with clients, vendors, and outside contacts.Tracks and resolves problems promptly and effectively. Ensures optimal service.Ensures that service levels are met.Obtains and conveys information as needed. Logs all problems including cause and resolution information.Promotes goodwill and a positive image of the Company.3. Assumes responsibility for establishing and maintaining effective working relationships with area staff, other departments, and with management.Notifies all involved parties when tickets are opened and closed.Tracks and records resolutions of problems for future reference, training, and reporting.Cooperates in a team environment to promote strong customer assistance and learning.Works with different departments to assist in providing technical solutions as needed.Keeps management well informed of area activities and of any significant problems.Attends meetings as required. Maintains accurate and up-to-date reports.4. Assumes responsibility for related duties as required or assigned.Ensures that work area is clean, secure, and well maintained.Performs miscellaneous projects as assigned.Updates technical skills as required.Participate in job specific training, various bank training programs, and complies with BSA, AML and all bank policies and procedures as requiredPerformance Measurements:Assigned work orders are completed effectively and timely. Problems are readily identified and resolved.Assigned tasks and functions are completed in accordance with established standards, policies, and procedures.Good working relations exist with users. Users’ concerns are promptly addressed and problems effectively resolved.Required reports and documentation are complete and current.Management is appropriately informed of area activities and of any significant or recurring problems.Good working relations exist with Information Technology personnel.Skills/Qualifications:Education/Certification:High school graduate or equivalent.Training in computer hardware, software, and basic networking.REQUIRED KNOWLEDGE:Understanding of PC hardware. Proficient in MS Office and MS Operating Systems. A+ certification or equivalent.Knowledge of program applications.Experience required:One or more years of related software and hardware experience.Skills/abilities:Able to work well independently.Good problem-solving skills.Solid oral and written communications abilities.Ability to assist and train others.First United Bank is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.