Technology Support Technician I

Woodforest National Bank; The Woodlands (TX); In loco; USD 25.000 - 39.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical Coverage: 12 plans available

401(k) with ESOP matching

Paid Time Away (PTO)

ESOP ownership opportunity

Competitive base pay

Descrizione del lavoro

Woodforest is seeking a Technology Support Technician I to provide first-level support for branch and office locations, handling software, hardware, ATMs, network connectivity, and user access. You will document issues, communicate status, and escalate as needed while maintaining a customer-focused experience.

The role requires supporting environment with ServiceNow ticketing, remote access, and basic networking.

Competenze

• Minimum one year of professional end-user technical support experience.
• Financial services or banking industry experience preferred.
• CompTIA A+ certification, or active progress toward certification, strongly preferred.
• Associate degree in a technology-related field, or equivalent combination of education and experience, preferred.

Mansioni

• Receive, evaluate, prioritize, and respond to requests via phone, voicemail, email, ServiceNow, and deskside channels.
• Create and track incidents in ServiceNow with complete details and status updates.
• Provide first-level troubleshooting for software, hardware, ATMs, network, VPN, and user access issues.
• Complete authorized user maintenance requests following procedures and security controls.
• Communicate with users, set expectations, and confirm resolution before closing requests.

Conoscenze

Remote management tools

ServiceNow

Microsoft Office

Windows OS

Networking basics

Active Directory

VPN

Finance apps access

Formazione

CompTIA A+ certification

Associate degree in technology

Strumenti

ServiceNow

Cisco Systems

Descrizione del lavoro

Job Description - Technology Support Technician I (075983)

Your Future Starts Here!

Description

The Technology Support Technician I provides first‑level technical support and user maintenance assistance for the organization's branch and office locations. The position serves as an initial point of contact for technology incidents and service requests involving software, hardware, automated teller machines (ATMs), network connectivity, access, and related equipment. The Technician documents troubleshooting activity, communicates status, resolves issues within assigned scope, and escalates incidents requiring additional expertise while maintaining a professional and customer‑focused support experience.

Key Responsibilities

• Receive, evaluate, prioritize, and respond to requests submitted by telephone, voicemail, email, ServiceNow, and approved deskside support channels.
• Create, update, categorize, and track incidents and service requests in ServiceNow, ensuring that user information, issue details, troubleshooting steps, resolution actions, and status updates are complete and accurate.
• Provide first‑level troubleshooting for software, hardware, ATMs, network connectivity, remote access, VPN, user access, peripheral equipment, and other supported technology services.
• Complete authorized user maintenance requests in accordance with established procedures, required approvals, security controls, and data accuracy standards.
• Communicate clearly with users throughout the support process, set appropriate expectations, provide timely status updates, and confirm resolution before closing requests when applicable.
• Escalate incidents and requests to the appropriate Technology team when the issue exceeds first‑level scope, requires elevated access, presents a recurring or widespread impact, or cannot be resolved within established service expectations.
• Create and revise clear, accurate knowledge articles, troubleshooting documentation, and support procedures to improve consistency, first‑contact resolution, and self‑service capabilities.
• Maintain awareness of open work, assigned queues, department priorities, and shift responsibilities to support consistent coverage across branch and office operating hours.
• Perform other job‑related duties or special projects as assigned.

Competencies Required

• Technical aptitude and working knowledge of remote management tools, ServiceNow, Microsoft Office, Windows operating systems, basic networking, command prompts, Active Directory, VPN, Cisco Systems, and user management functions within financial services applications.
• Ability to follow documented troubleshooting methods, analyze basic technical symptoms, identify likely causes, apply approved solutions, and determine when escalation is required.
• Strong attention to detail, critical thinking, sound judgment, analytical ability, and commitment to accurate ticket documentation, incident categorization, user maintenance, and data handling.
• Ability to prioritize competing requests, manage assigned queues, and multitask effectively in a high‑volume and time‑sensitive support environment.
• Strong customer service, collaboration, and problem‑solving skills with the ability to work independently while contributing to a team environment.
• Excellent customer service and problem‑solving skills with the ability to work independently while supporting a team environment.
• Professionalism, accountability, dependability, adaptability, and a willingness to receive coaching, expand technical knowledge, and support continuous improvement.

Minimum Qualifications/Experience

• Minimum one year of professional end‑user technical support, help desk, service desk, desktop support experience required.
• Financial services or banking industry experience preferred.

Formal Education & Certification

• CompTIA A+ certification, or active progress toward certification, strongly preferred.
• Associate degree in a technology‑related field, or an equivalent combination of directly related education and experience, preferred.

Work Status

Full‑Time.

Supervisory Responsibility

None.

Travel

0% travel expected.

Working Conditions

Conditions involve lifting no more than ten pounds, sitting most of the time, but may involve walking, moving, or standing for brief periods, and occasionally lifting and carrying articles like files, ledgers, folders, etc.

Disclaimer

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Nothing herein restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Woodforest is an Equal Opportunity Employer, including Disability and Veterans.

Primary Location

Texas-The Woodlands

Schedule

Full‑time

Work Locations

TX - Operations Center-0100 25231 Grogans Mill Rd The Woodlands 77380

Unposting Date

Ongoing

Organization

Texas - Houston

Strong Culture built on our Core Values: Integrity, Ownership, Service and Community. It’s not just talk. We walk the walk, from the CEO to front‑line employees.

Be an Owner and take control of your future with our Employee Stock Ownership Plan (ESOP), where your hard work translates into real ownership and an opportunity to share in the growth of Woodforest.

401(k) Company Match in ESOP Woodforest adds 50₵ for each $1 you save (up to 6% eligible pay). The match is made in Woodforest stock held in your ESOP account.

Opportunities for Long-Term Growth Take advantage of growth opportunities and professional development to advance in your career.

Banking Products & Services providing convenience, financial savings, and enhanced support to help you achieve your financial goals.

Competitive Base Pay and regular compensation reviews to ensure you continue to earn competitive pay.

Paid Time Away Branch Banking employees are offered PTO. Corporate employees are offered paid vacation and sick time.

Medical Coverage 12 comprehensive plans available at an affordable cost!

Short and Long-Term Disability & Life, AD&D Insurance 100% paid for by Woodforest plus other benefits available that will help ensure you and your family are confident and well‑prepared for whatever comes your way.

Well‑being Program (Employee Assistance Program) that helps you take care of your physical, mental, and financial health.

Resource Champions are available to connect you to comprehensive services including expert banking, wealth planning, ESOP, health & wellness programs, impactful community involvement & financial literacy education.

This information highlights our rewards and benefits but is not a complete description of our total rewards program. Woodforest reserves the right to modify, amend, suspend, or terminate any reward or benefit at any time for any reason. If there is a conflict between the information and the actual plan documents or policies, the documents or policies will always govern. The information should in no way be construed as a promise or guarantee of employment.

Woodforest National Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to any factor, including veteran status and disability status, protected by applicable federal, state, or local laws.

Woodforest National Bank services customers across Alabama, Florida, Georgia, Illinois, Indiana, Kentucky, Louisiana, Maryland, Mississippi, New York, North Carolina, Ohio, Pennsylvania, South Carolina, Texas, Virginia and West Virginia.