Service Desk Technician 2

American National Bank Of Texa; Terrell (TX); On-site; USD 42,000 - 58,000; Full time

Job summary

American National Bank Of Texa is seeking a Service Desk Technician to troubleshoot end-user IT issues via email, phone, chat, or in person. You will be the single point of contact for technical problems and coordinate with internal teams to resolve requests and improve customer satisfaction.

Responsibilities include incident documentation, escalation as needed, vendor liaison, and contributing to IT projects.

Qualifications

• Proven IT support experience and desktop services knowledge.
• Experience with on-call rotation and incident tracking.
• Customer-focused approach with strong communication skills.

Responsibilities

• Troubleshoot problems reported by end-users via email, phone, chat, or in-person.
• Act as single point of contact for technical issues and coordinate with internal teams.
• Provide technical support to resolve IT issues, incidents, requests, and inquiries.
• Document, notify, escalate, and track all incidents; follow up as needed.
• Escalate or troubleshoot issues with external vendors when required.
• Analyze incident reports to identify trends and suggest preventive changes.
• Escalate serious problems to relevant departments and teams as needed.
• Develop documentation for procedures, inventory, and network resources.
• Participate in team meetings and IT projects.

Skills

IT support

On-call coordination

Customer service

Education

High School diploma or GED

MCSA/CompTIA A+/Network+ (preferred)

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.

Equal Opportunity Employer
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