Service Desk Technician II

INTERNATIONAL BANK OF COMMERCE; United States; On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical Plan

Employer Paid Life Insurance

Flexible Spending Program

401k

Profit Sharing

Vision

Dental

Disability

Tuition Assistance

Paid Holidays

Job summary

IBC Bank is seeking a Service Desk Technician II to serve as the single point of contact for incidents and service requests. The role emphasizes standard troubleshooting, escalation handling, and thorough reporting to IT leadership and other departments.

The position is in-office in the United States, requiring a high school diploma or GED and ongoing technical skills across Windows, AD, and networking. Strong communication and problem-solving abilities are essential for success in this role.

Qualifications

• Bachelor's degrees not required; High School Diploma or GED required.
• Networking concepts including DNS/IP/WAN/LAN familiarity preferred.
• Experience with Microsoft Office products and Office 365 support.
• Active Directory administration: users, groups, permissions.
• Strong verbal and written communication skills.
• Creative problem solving and critical thinking.

Responsibilities

• Provide technical assistance and support by phone for internal customers, IT staff, and end users.
• Assist team with complex issues and escalations from Technician I staff.
• Troubleshoot and resolve advanced internal/external serviced applications, software, hardware, access, and other IT services.
• Provision network access and password resets in IT Services applications and escalate as needed.
• Gather details and assign/escalate tickets to appropriate IT departments.
• Perform software installation on computers.
• Provide support for mobile devices.
• Provide user awareness and education for IBC supported applications.
• Navigate and utilize IT Service Desk ticketing system and follow standard processes.

Skills

Windows

Networking concepts

Office 365

Active Directory

Communication

Problem solving

Education

High School Diploma or GED

Job description

About IBC Bank

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.

Employment Details

Time Type: Full time This is an in-office position. Department: 864 Service Desk

Job Summary

Job 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.

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, 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 Services Gathers 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 applications Navigates and utilizes IT Service Desk ticketing system and follows standard processes & procedures.

SKILLS

• Working 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 thinking

EDUCATION

High School Diploma or GED Technical training and certifications preferred: Examples: Net+, A+, Security+ Associate’s, Bachelor’s Degree or Technical Certification in related field

Historical Background

IBC 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.

Benefits

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