Technology Assistance Group Tech I

City Bank; Lubbock (TX); On-site; USD 40,000 - 65,000; Full time

Job summary

City Bank is seeking a TAG I Technician I to deliver exceptional end-user technology support across multiple channels, including phone, tickets, email, Teams, and in-person interactions. You will assist with password resets, hardware/software troubleshooting, and provisioning of hardware during refresh cycles.

The role involves desk-side support on occasion, onboarding and off-boarding for network access, and maintaining accurate hardware records for desktops, laptops, mobile devices, and

Qualifications

• Experience diagnosing and resolving hardware/software issues on end-user devices.
• Ability to create and manage detailed cases in a ticketing system.
• Strong customer service orientation and communication skills.
• Willingness to work in a fast-paced, team environment.

Responsibilities

• Deliver exceptional customer service to internal customers seeking technology support.
• Diagnose and troubleshoot hardware/software issues on computers, laptops, mobile devices and peripherals.
• Create, update, and escalate cases in the internal ticketing system as needed.
• Assist with desktop administration tasks such as imaging, asset management, and system upgrades.
• Install, move, or configure IT assets (computers, printers, projectors, scanners).
• Identify opportunities to improve support processes and SLA/KPI performance.
• Be available for on-call rotation to support after-hours users.

Skills

Customer service

Teamwork

Communication skills

Analytical thinking

IT helpdesk

Tools

Ticketing system

Asset management software

Imaging tools

Remote support tools

Job description

The TAG (Technology Assistance Group) Technician I deliver an exceptional customer service experience to City Bank employees requesting technical assistance via phone, tickets, email, Teams messaging or in-person. The technician assists with password resets, answers how-to questions and resolves cases related to hardware/software issues as first call resolutions. The TAG I Technician will assist in configuring, setup and provisioning hardware for routine hardware refreshes. The TAG I Technician will occasionally interact with our end users for desk side support. The TAG I Technician will assist with employee, on-boarding, changes, and off-boarding for network access to our bank supported systems. The TAG I Technician will assist with maintaining accurate records management for hardware, specifically, desktops, laptops, mobile devices, consumable peripherals and printers.

The Technician will have opportunities to cross-train with fellow team members and strengthen their skill set technically, analytically, and professionally. The ideal candidate for this position should work well in a team environment, have a high regard to customer service, and have a passion for serving others with technology issues. This individual must work well in a fast paced, team environment while maintaining a high regard for our internal and external customers staying consistent with the banks mission statement.

Essential Duties

• Deliver an exceptional customer service experience to internal customers seeking technology and end user support/assistance.
• Diagnose and troubleshoot various hardware/software issues with computers, laptops, mobile devices, and other technology equipment.
• Create detailed cases, update existing cases, and elevate cases requiring additional troubleshooting or research using an internal ticketing system.
• Maintain high level of communication with team, end users, and/or management.
• Assist Solutions & Support Teams with desktop administration tasks such as computer imaging, asset management, hardware/software installation, and system upgrades.
• Install, move, or configure IT assets such as computers, printers, projectors, scanners, and other peripherals.
• Identify and escalate opportunities to improve processes.
• Ability to manage incidents to meet Service Level Agreement (SLA) Thresholds and Key Performance Indicators (KPIs).
• Availability for an on-call rotation to support end users after-hours.
• Other duties as required by the Manager or department.

Equal Opportunity Employer/Veterans/Disabled