IT Service Desk Analyst I - Entry-Level Tech Support

First-Financial-Bankshares; Abilene (TX); On-site; USD 42,000 - 54,000; Full time

Job summary

First-Financial-Bankshares in Abilene, TX is seeking an IT Service Desk Analyst I to provide first-line support for technology incidents and service requests in a regulated banking environment.

The role involves documenting tickets, performing initial diagnostics, password resets, and basic access troubleshooting, with escalation to Level 2 teams as needed. It is an in-office position with potential after-hours support requirements.

Qualifications

• High school diploma or equivalent.
• No prior professional IT experience required; customer service, technical coursework, internships, labs, volunteer support, or equivalent hands-on experience may demonstrate readiness for the role.
• Foundational familiarity with personal computers, Windows, web browsers, email, office productivity applications, printers, and mobile devices.
• Professional verbal and written communication skills, with the ability to explain basic technical information in clear, customer-friendly language.

Responsibilities

• Serve as the first point of contact for incidents, service requests, and general support questions received through approved channels.
• Create and maintain accurate tickets by capturing the issue, impact, service, troubleshooting performed, and resolution.
• Perform initial triage for Windows workstations, Microsoft 365, printers, and common business applications.
• Provide initial password resets, account unlocks, and basic access troubleshooting in line with security requirements.
• Escalate when a standard solution doesn’t restore service or requires higher-level support.

Skills

Customer service

Communication skills

Troubleshooting

Attention to detail

Education

High school diploma or equivalent

Tools

Windows

Microsoft 365

Job description

First-Financial-Bankshares in Abilene, TX is seeking an IT Service Desk Analyst I to provide first-line support for technology incidents and service requests in a regulated banking environment.

The role involves documenting tickets, performing initial diagnostics, password resets, and basic access troubleshooting, with escalation to Level 2 teams as needed. It is an in-office position with potential after-hours support requirements.