Service Desk Technician II

INTERNATIONAL BANK OF COMMERCE; San Antonio (TX); On-site; USD 42,000 - 64,000; Full time

Job summary

IBC Bank in San Antonio, TX seeks a Service Desk Technician II to serve as the single point of contact for incidents and service requests. You will prioritize, escalate, and document issues, providing thorough reporting to IT leadership and other departments.

The role emphasizes standardized troubleshooting and proactive communication. The ideal candidate will have solid experience with Windows OS, Active Directory, DNS/IP/WAN/LAN, and Office 365, with excellent verbal and written communication.

Qualifications

• High School Diploma or GED required or equivalent
• Technical training or certifications such as Net+/A+/Security+ preferred
• Experience with Windows OS, networking, and Active Directory helpful

Responsibilities

• Provide technical assistance and support by phone for internal customers, IT staff, and end users
• Escalate and resolve complex issues from Technician I
• Troubleshoot and resolve advanced IT services (software, hardware, access)
• Provision network access and password resets
• Perform software installations on computers
• Provide support for mobile devices
• Provide user awareness and education for supported applications
• Use IT service desk ticketing system and follow standard procedures

Skills

Windows OS

Networking concepts

Active Directory

Office 365

Troubleshooting

Communication skills

Problem solving

ITSM ticketing system

Mobile device support

Education

High School Diploma or GED

Technical training and certifications (e.g., Net+, A+, Security+)

Tools

IT Service Desk ticketing system

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 timeThis is an in-office position.Department:864 Service DeskJob Summary:Service Desk Technician II will be serve as Single Point-Of-Contact for all incidents/service requests, based on prioritization and urgency/impact, as reported by business stakeholders. A technician II will also handle more complex issues and escalation from Technician I staff members and assist team members with more advanced functions and issues. The position will also be responsible for ensuring standardized and comprehensive troubleshooting steps are performed for each individual incident/request, providing thorough reporting to and Supervisors and other IT departments as needed for escalation.Job Description:ESSENTIAL JOB FUNCTIONSThe 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, IT Staff, and end users.Assists team members with complex and advanced issues and takes escalations from Technician I staff.Troubleshoots and resolves advanced internal/external serviced applications, software, hardware, access, and other IT services.Provisions network access and password resets in all applications administered by IT ServicesGathers pertinent details and assigns/escalates tickets to the appropriate IT departments.Performs software installation on computers.Provides support for mobile devices.Provides user awareness and education for IBC supported applicationsNavigates and utilizes IT Service Desk ticketing system and follows standard processes & procedures.SKILLSWorking knowledge of Windows Operating systems.General networking Concepts: DNS, IP, WAN and LAN.Experience with Microsoft Office products, email and office 365 support.Experience with workstation computers and peripherals.Active Directory administration: Users, groups, group policy and permissions.Strong verbal and written communication skills.Creative problem solving and critical thinkingEDUCATIONHigh School Diploma or GEDTechnical training and certifications preferred: Examples: Net+, A+, Security+Associate’s, Bachelor’s Degree or Technical Certification in related field