Service Desk Technician 2

American National bank of Texas; Terrell (TX); On-site; USD 42,000 - 64,000; Full time

Job summary

American National Bank of Texas is seeking Service Desk Technicians to be the first point of contact for end-user IT issues by phone, email, chat, or in person.

You will troubleshoot problems, document incidents, and collaborate with IT teams to resolve requests, while participating in on-call rotations and helping improve processes.

Qualifications

• High School diploma or GED.
• 3 years IT and Desktop Services experience.
• Preferred: MCSA and/or CompTIA A+ and Network+ Certifications; Microsoft, Azure or Cisco certifications.

Responsibilities

• Participate in On-Call rotation
• Provide technical support to help customers resolve IT issues, incidents, requests, and inquiries
• Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents
• Communicate customer feedback to the appropriate internal team members and liaise with other support teams as necessary to resolve customer requests
• Escalate or trouble shoot issues with external vendors
• Analyze IT incident reports and questions to identify trends and make recommendations for changes and to prevent future problems
• Escalate any serious problems to relevant departments and teams and escalates requests that can't be solved at the service desk tier
• Develops documentation related to procedures for technical support, computer and peripheral use, technology inventory, and network resource application
• Participate in team meeting and contribute to IT projects

Skills

Microsoft Excel

MS Word

Keyboarding

Calculator skills

Advanced math

Education

High School diploma or GED

3 years IT and Desktop Services experience

Tools

MS Word

Excel calculations

Job description

Service Desk Technicians are responsible for troubleshooting problems reported by the end-user through emails, telephone, chat, or in-person, as they are the single point of contact for technical issues. They are expected to communicate customer feedback to the appropriate internal team members and liaise with other support team as necessary to resolve customer requests and achieve customer satisfaction.

• Participate in On-Call rotation
• Provide technical support to help customers resolve IT issues, incidents, requests, and inquiries
• Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents
• Communicate customer feedback to the appropriate internal team members and liaise with other support teams as necessary to resolve customer requests
• Escalate or trouble shoot issues with external vendors
• Analyze IT incident reports and questions to identify trends and make recommendations for changes and to prevent future problems
• Escalate any serious problems to relevant departments and teams and escalates requests that can't be solved at the service desk tier
• Develops documentation related to procedures for technical support, computer and peripheral use, technology inventory, and network resource application
• Participate in team meeting and contribute to IT projects

Qualifications

• High School diploma or GED
• 3 years experience in IT and Desktop Services
• Preferred: MCSA and/or CompTIA A+ and Network+ Certifications A+, Microsoft, Customer Service fundamentals, Azure or Cisco certifications

Skills

• Working knowledge of Microsoft Excel and MS Word; basic keyboarding and calculator sills; must be able to perform advanced math and carry out complex instructions
• Work occasionally requires more than 40 hours per week to perform the essential functions of the position; On-Call requirements
• Lifting in an office setting may be required up to 30lbs.

ANBTX strongly encourages candidates that are fluent in English and Spanish to apply. Jobs that specifically require candidates to be bilingual will be posted as a requirement.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.