Service Desk Technician I

ibc; San Antonio (TX); On-site; USD 35,000 - 55,000; Full time

Job summary

IBC Bank is seeking a Service Desk Technician I to act as the single point of contact for incidents and service requests. The role requires prioritization, thorough troubleshooting, and clear reporting to supervisors for escalation.

The position is in-office, full-time, within the 864 Service Desk department. Ideal candidates have a High School Diploma or GED, plus related technical education or certifications, and strong communication skills for end-user support.

Qualifications

• High School Diploma or GED is required.
• Associate's, Bachelor's Degree or Technical Certification in related field is preferred.

Responsibilities

• Provides technical assistance and support by phone for internal customers and end users, tracked by service tickets.
• Troubleshoots and resolves common internal/external applications, software, hardware, etc.
• Provisions network access and password resets in IT Services applications.
• Gathers details and escalates tickets to the appropriate level of support.
• Processes network access setup for new employees/non-employees.
• Performs software installation on computers.
• Provides frontline support for mobile devices.
• Provides user awareness and education for supported applications.
• Navigates IT Service Desk processes and procedures.
• Supports software upgrades and training resources to maintain competency.

Skills

Windows OS

Networking basics

Peripherals

MS Office

Active learning

Communication

Problem solving

Critical thinking

Time mgmt

Education

High School Diploma or GED

Associate/Bachelor/Technical Certification in related field

Job description

IBC Bank successes are the result of an aggressive and innovative attitude. The Bank's "We Do More" philosophy reflects its dedication to the growth and success of its employees, customers and communities. IBC bank hires talented, creative and dedicated individuals to help our business succeed. We are a company that values leadership, community engagement and relationship building that leads to a culture of excellence. We are currently seeking to fill positions across all business segments. IBC's focus is to be customer centric and strive to provide excellent customer experience.

Time Type: Full time

This is an in-office position.

Department: 864 Service Desk

Job Summary:

Service Desk Technician I will be serve as Single Point-Of-Contact for all incidents/service requests, based on prioritization and urgency/impact, as reported by business stakeholders. The position will also be responsible for ensuring standardized and comprehensive troubleshooting steps are performed for each individual incident/request, providing thorough reporting to Service Desk Technician II and Supervisors as needed for escalation.

Job Description:

ESSENTIAL JOB FUNCTIONS

The statements on this job description are intended to describe the general nature of level of work being performed by incumbents. They are not an exhaustive list of all responsibilities, duties, and skills required by all incumbents.

• Provides technical assistance and support by phone for incoming requests from IBC internal customers and end users, work tracked by service tickets in Service Desk Plus
• Troubleshoots and resolves common internal/external serviced applications, software, hardware, etc.
• Provisions network access and password resets in all applications administered by IT Services
• Gathers pertinent details and assigns/escalates tickets to the appropriate level of support
• Processes network access setup for new employees/non-employees
• Performs software installation on computers
• Provides front line support for mobile devices
• Provides user awareness and education for IBC supported applications
• Navigates and utilizes IT Service Desk Solutions Base, processes & procedures
• Provides technical assistance for software upgrades
• Utilizes intra-departmental training resources to achieve competent and proficient skill level with standard IT systems and IT industry practices

SKILLS

• Familiar with MS Windows Operating systems
• General computer networking concepts.
• Familiar with computer peripherals and connections.
• Familiar with common desktop applications and MS productivity applications.
• Active Learning and Learning
• Good written and oral communication skills.
• Complex Problem Solving
• Critical Thinking
• Time Management

EDUCATION

• High School Diploma or GED
• Associate's, Bachelor's Degree or Technical Certification in related field