IT Help Desk Specialist II - Tech Support & Troubleshooting

Southside Bank; Tyler (TX); On-site; USD 25,000 - 34,000; Full time

Benefits offered by this job

Medical, Prescription Drugs, Dental, &

Vision Insurance

401(k) with a Match

Paid Time Off

Paid Bank Holidays

Tuition Reimbursement

Employee Assistance Program

Job summary

Southside Bank is seeking an IT Tech Support Specialist II at the Tyler Technology Center. This non-exempt, full-time hourly role supports troubleshooting of IT issues from problem determination to resolution, logging activities in Help Desk software, and prioritizing tickets for timely resolution.

Responsibilities include answering calls, documenting problems, researching workarounds, and maintaining strong communication with management and staff.

Qualifications

• Minimum one (1) year in technical support/help desk.
• Associate degree (A. A.) or equivalent from two-year College or technical school; or equivalent combination of education and experience.

Responsibilities

• Answers Help Desk calls, identifies problem, documents problem, determines priority, resolves if possible, assigns if necessary, and tracks progress until resolution.
• researches issues for possible acceptable work around to reported problems.
• Develops repeated problem resolution intelligence within the Help Desk system to assist in expediting future calls and facilitates training of new staff.
• Troubleshoots system/software issues and implements technical solutions related to infrastructure/corporate systems.
• Assists in set-up, configuration, and support internal/external systems and network and client operating systems as appropriate.
• Establishes and maintains strong communication with management and Bank staff associated with the reporting of problems.

Skills

Technical support

Help desk

Customer service

Multitasking

Communication

Problem solving

Documentation

Education

Associate degree or equivalent

Tools

Help Desk software

Job description

Southside Bank is seeking an IT Tech Support Specialist II at the Tyler Technology Center. This non-exempt, full-time hourly role supports troubleshooting of IT issues from problem determination to resolution, logging activities in Help Desk software, and prioritizing tickets for timely resolution.

Responsibilities include answering calls, documenting problems, researching workarounds, and maintaining strong communication with management and staff.