IT Help Desk; On-Site

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IT Help Desk

IT

On-site Plano or Humble

IT Manager

This position will provide first level contact and provide resolutions to Bank IT issues. This position will manage multiple calls with help-desk software and resolve/assign tickets.

• Fully support, configure, maintain and upgrade Bank’s networks and in house servers
• Properly elevate unresolved queries to the next level of support
• Track, route and redirect problems to correct resources
• Configure and set up workstations and laptops in accordance with the Banks policy
• Maintain Active Directory, create and delete user accounts, and assign different rights to users and groups within Bank operating systems
• Create the Active Directory structure and map connections to printers and other peripheral devices
• Create static IP addresses for specific computers and maintain records of all machines assigned to different users
• Assist with assigning IP Addresses and re‑imaging PCs, laptops, and all other types of equipment
• Monitor servers and Bank systems and provide support to Branch and mobile device users
• Analyze and provide troubleshooting for software and hardware issues
• Resolve issues pertaining to computer workstations and network configuration
• Respond to a variety of queries related to software, hardware, email configurations, computer‑related questions, etc.
• Install operating systems, software, antiviruses and patches
• Provide on‑site support in Branch locations during startup/shut down to Bank standard operating systems and procedures, expediting issue resolution to ensure successful project outcomes
• Conduct troubleshooting for hardware/software installation, desktops, docking stations, laptops, VPN configuration, and NIC cards to enhance network connectivity and minimize downtime
• Collaborate with Bank vendors/developers to plan and implement software releases, effectively communicating changes and providing expanded internal and external customer support
• Analyze data while speaking directly to vendors, employees, clients, and customers to construct written recommendations and resolutions
• Compose and maintain technical documentation to expand the knowledge base and provide resources for product support across all platforms
• Document and maintain IT processes and enforce network policies and procedures
• Specify system requirements and design solutions
• Research and make recommendations on server system administration

This position has no supervisory responsibilities.

This position is a full‑time, non‑exempt position. Typical work hours are Monday through Friday, 8:00 am to 5:00 pm.

Travel is expected for this position.

This job operates in a professional office environment and uses office equipment such as computers, phones, copy and fax machines, calculators, filing cabinets and printers.

This position requires writing, typing, speaking, listening, lifting (up to 50 lb), driving, carrying, seeing (including close, color and peripheral vision, depth perception and adjusted focus), sitting, pulling, walking, standing, squatting, kneeling and reaching.

The incumbent must accommodate reading documents or instruments, detailed work, problem solving, customer contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, multiple concurrent tasks and constant interruptions.

• BS degree in Information Technology, Computer Science or equivalent
• Proven experience providing help‑desk support
• Knowledge of help‑desk software, databases and remote control
• Strong client‑facing and communication skills
• Advanced troubleshooting and multi‑tasking skills
• Customer service orientation

Entry level

Full‑time

Information Technology

Banking