Service Desk Technician I

JOB SUMMARY

Responsible for providing first line support to bank employees and troubleshooting computer user questions.

ESSENTIAL DUTIES

The duties listed below may not include all responsibilities that the person in this role may be asked to perform. Incumbent may be required to perform other related duties, as assigned, including cross training across other departments, as necessary.

• Provides first line support to bank employees and troubleshooting computer user questions
• Assists with various hardware and software problems, network support and password issues for end users
• Follows up with internal customers to ensure satisfactory completion of Help Desk calls
• Documents and maintains record of Help Desk calls in the incident management database
• Resets passwords for network, AS/400, and other systems, as required
• Monitors and reports on ATMs activities, server events and performances and LAN/WAN bandwidth utilization
• Participates in job specific training and other various Bank training programs, as necessary
• Maintains current knowledge of internal risk controls and loss prevention, including reporting of suspicious or unusual customer activity per Bank policy
• Maintains current knowledge and complies with all federal and state laws and regulations and all established Bank policies and procedures, including internal audit controls related to department operations
• Maintains current knowledge of all rules, regulations, and laws as they apply to BSA/OFAC/USA Patriot Act/CIP/AML

QUALIFICATIONS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

• A self-starting individual who possesses a High School Diploma or GED with at least 6 months prior experience working in a customer service capacity involving tech support of a Windows environment (Associate Degree in Computer Information Systems and knowledge of Jack Henry banking software is preferred)
• Technical aptitude and able to work with minimal supervision
• Ability to diagnose and resolve technical computer-related problems
• Strong technical knowledge of computers and computer applications as well as practical knowledge of cells phones and other technology products
• Good verbal and written communication skills
• Attention to detail
• Ability to work in a stressful environment
• High degree of mental concentration
• Ability to work flexible hours Monday to Friday (7:00 a.m. to 6:30 p.m.) and rotating Saturdays (8:00 a.m. to 1:00 p.m.)
• Bilingual in English and Spanish is desired

ORGANIZATION

• This position reports to the Help Desk Team Lead
• This position does not oversee other positions

TRAINING REQUIREMENTS

All employees are required to attend scheduled mandatory trainings and complete online regulatory compliance training courses applicable to their specific job function. In all situations, employees must ensure that their actions fully comply with all federal banking laws and regulations, including internal bank policies and procedures. Failure to adhere to these requirements will be grounds for disciplinary action, including probation and possible termination.

COMMUNITY INVOLVEMENT

Lone Star National Bank’s Mission Statement includes a commitment to helping our communities grow by serving them with pride and integrity.  All employees are encouraged to volunteer for bank sponsored activities, civic, charitable and community events and to be active in the communities we serve.

LSNB is an Equal Opportunity/Affirmative Action Employer and does not discriminate in the recruitment, hiring, and conditions of employment on the basis of race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, marital status, disability, age, veteran status, or any other status as protected by applicable laws.

Management reserves the right to change this position description at any time according to business needs.