IT Help Desk Pro: Tier 1–2 Support

Farmers Bank & Trust; Magnolia, Texarkana (AR, TX); On-site; USD 38,000 - 52,000; Full time

Job summary

Farmers Bank & Trust is seeking a Help Desk Technician in Magnolia, AR to provide day-to-day operational support for hardware, software, accounts, and networking. You will triage requests, deliver Tier 1 and remote Tier 2 support, document solutions, and help maintain the knowledgebase.

Strong customer service and confidentiality are essential. Qualifications include 12–18 months related experience and familiarity with banking products.

Qualifications

• 12–18 months related experience and/or training.
• Must maintain confidentiality of customer and bank information.
• Knowledge of bank products and services to meet customer needs.

Responsibilities

• Monitor and triage incoming support requests via phone or ticketing system.
• Provide Tier 1 support for IT and Banking Systems issues and guide users.
• Provide Tier 2 support for Banking and IT issues that can be handled remotely.
• Research and implement fixes for new issues and escalate when needed.
• Ensure problem and solution documentation; update knowledgebase.
• Fulfill other duties as assigned.

Skills

Customer service

Banking systems knowledge

Tier 1 support

Troubleshooting

Education

High school diploma or equivalent with two years college training

Tools

Ticketing system

Job description

Farmers Bank & Trust is seeking a Help Desk Technician in Magnolia, AR to provide day-to-day operational support for hardware, software, accounts, and networking. You will triage requests, deliver Tier 1 and remote Tier 2 support, document solutions, and help maintain the knowledgebase.

Strong customer service and confidentiality are essential. Qualifications include 12–18 months related experience and familiarity with banking products.