Service Desk Technician I

INTERNATIONAL BANK OF COMMERCE; San Antonio (TX); Hybrid; USD 36,000 - 48,000; Full time

Job summary

IBC Bank is seeking a Service Desk Technician I in San Antonio, TX. This in-office role provides first-line IT support, handling incidents and service requests with standardized troubleshooting and thorough reporting to higher levels.

You will assist with software/hardware issues, password resets, and mobile device support while guiding end users on supported applications and IT procedures.

Qualifications

• High School Diploma or GED is required.
• Associate or Bachelor's degree or technical certification preferred.
• Experience in a service desk environment is a plus.

Responsibilities

• Serve as the Single Point Of Contact for incidents and service requests.
• Troubleshoot and resolve common internal/external applications and hardware.
• Provision network access and password resets for applications.
• Gather details and escalate tickets to appropriate support levels.
• Process network access setup for new employees/non-employees.
• Perform software installation on computers.
• Provide front line support for mobile devices.
• Educate users on supported applications and best practices.
• Access IT Service Desk Solutions Base and follow procedures.
• Assist with software upgrades and ongoing IT training.

Skills

MS Windows OS

Networking basics

Peripherals

Desktop applications

MS productivity apps

Written and verbal communication

Complex problem solving

Critical thinking

Time management

Education

High School Diploma or GED

Associate/Bachelor's degree or technical certification

Tools

Service Desk Plus

Job description

## Service Desk Technician IApply: San Antonio, TX: Full time: Posted Today: R16249### 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### About UsIBC Bank was founded in 1966 to meet the needs of small businesses in Laredo, Texas. The bank's success is a result of an aggressive and innovative attitude. The Bank's \"We Do More\" philosophy reflects it's dedication to the growth and success of it's employees, customers and communities. Our commitment to \"Do More\" for the communities we serve permeates our company from top down. The success of IBC and it's 50 consecutive years of growth and profitability are due to strong leadership, customer centric business philosophy and our motto of \"Doing More\" in our communities.**Wait there's more!**We offer a comprehensive benefits package, based on eligibility, benefits include:* Medical Plan* Employer Paid Life Insurance* Flexible Spending Program* 401k* Profit Sharing Program* Supplemental Benefit Programs such as: Vision, Dental, Disability* Tuition Assistance Program* Sick Leave* Vacation* Paid Holidays