Tier 1 IT Service Desk Analyst

Tier 1 IT Service Desk Analyst

Location:

on‑site assignment in San Antonio.

The Tier 1 IT Service Desk Analyst is the first line of support for day‑to‑day IT and Information Security operations across Trans Pecos Banks. This role provides front‑line troubleshooting for systems, hardware, software, and access‑related issues while ensuring an excellent employee experience and adherence to security, compliance, and privacy standards. The analyst works closely with the IT team and managed services partners to set up, deliver, support, and maintain technology assets and services that keep the bank operating effectively.

Exempt

To perform this job successfully, an individual must be able to perform each of the essential duties satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Serve as the first point of contact for all IT inquiries, incidents, and service requests via phone, email, Microsoft Teams, and in person.
• Provide Tier 1 troubleshooting for Windows, macOS, Linux, Microsoft 365 apps, audio‑visual systems, peripherals, office networks, and standard enterprise software.
• Guide users through troubleshooting steps clearly and professionally; escalate appropriately when needed.
• Diagnose and resolve basic technical issues with systems, devices, printers, connectivity, MFA, password resets, and common user‑access problems.
• Perform onboard/offboarding steps: account creation requests, mailbox setups, onboarding preparation, and access/permission updates under established workflows.
• Assist users with MFA enrollment, password resets, and basic Conditional Access troubleshooting.
• Validate required approvals and adhere to identity governance standards.
• Build, configure, deploy, and troubleshoot desktops, laptops, mobile devices, peripherals, and banking hardware as assigned.
• Complete operational IT tasks including new equipment setup, testing, and maintenance.
• Update asset and inventory systems to ensure accuracy and compliance with company policy.
• Ensure all incidents and service requests follow the Service Desk process and are logged into the ticketing system with complete details.
• Support deployments, system upgrades, branch/site setups, and infrastructure initiatives.
• Assist users during new technology rollouts and provide training on new tools and software.
• Identify recurring issues and propose improvements to processes or self‑service options.
• Coordinate with IT and business leadership to resolve open incidents and requests.
• Assist in the coordination of local site setup, on‑site issues, and projects remotely and live as needed.
• Works to create an exceptional customer and user experience in all their interactions.
• Carries out responsibilities in a manner consistent with our values and operating principles, in accordance with policy and applicable laws, and with a commitment to continuous improvement and process excellence.
• Any other duties as assigned.

• Internal customer satisfaction.
• Information security and compliance.
• On‑time delivery of assigned tasks.

Reports to:

Senior IT Manager
Supervises:
None

• Excellent problem‑solving skills.
• Comprehensive knowledge of computer systems, databases, operating systems, network, and experience troubleshooting hardware and software.
• Know common business processes and how IT aligns with them.
• Understand data analysis, modeling, integration, and quality management.
• Be aware of cybersecurity, data privacy laws, and compliance in the industry.
• Ability to diagnose and solve technical issues.
• Understand project management methodologies and tools.
• Know about IT service frameworks like ITIL.
• Able to document processes, procedures, and technical specifications.

• CompTIA A+ certification.
• Strong communication skills and ability to work well in teams.
• Ability to analyze information and make logical recommendations.
• Willingness to learn and adapt to new technologies.
• Dedicated to understanding and meeting customer needs.
• Awareness of UX principles and user‑centric design.

• Strong positivity.
• Patient…