IT Tech Support Specialist I - ON SITE

Non-exempt position reporting to the IT Service Desk Manager, located at the Technology Center in Tyler, TX.

About the role

Responsible for troubleshooting IT-related issues from problem determination through resolution, including tracking and reporting using Help Desk software. Respond to incoming calls, determine initial priority, document, resolve, or assign and track status with other IT staff.

Responsibilities

• Maintains a positive and caring atmosphere for customers and employees consistent with Southside Bank’s mission and core values.
• Answers Help Desk calls, identifies problems, documents issues, determines priority, resolves when possible, assigns when necessary, and tracks progress until resolution.
• Researches issues for acceptable workarounds to reported problems.
• Develops repeated problem-resolution intelligence within the Help Desk system to expedite future calls and facilitate training of new staff.
• Provides hardware support and user relocation assistance for team members and end-users.
• Establishes and maintains strong communication with management and Bank staff regarding problem reporting.
• Maintains confidentiality of all sensitive Bank information.
• Provides enthusiastic, professional, and courteous service to Southside Bank customers and employees.
• Participates in proactive team efforts to achieve departmental and company goals.
• Understands and agrees to abide by the policies and procedures established at Southside Bank.
• Complies with audit policies and procedures as they pertain to this position.
• Performs duties in compliance with applicable laws and regulations, including the Bank Secrecy Act (BSA) and related anti-money laundering laws, and in accordance with the Bank’s Information Security Program.
• Troubleshoots system/software issues and implements technical solutions related to infrastructure/corporate systems.
• Assists in setup, configuration, and support of internal/external systems, networks, and client operating systems as appropriate.
• Complies with all safety policies, practices, and procedures; reports unsafe activities to supervisor and/or Human Resources.
• Performs additional duties as assigned or directed.

Requirements

• Associate degree (A.A.) or equivalent from a two-year college or technical school; or equivalent combination of education and experience.

Skills

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Ability to apply concepts of basic algebra and geometry.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Proficient personal computer skills, including electronic mail, record-keeping, routine database activity, word processing, spreadsheet, graphics, etc.
• Ability to handle multiple tasks simultaneously.
• Manual dexterity sufficient to reach/handle items and work with fingers; ability to perceive attributes of objects and materials.

Physical Demands

• Must be able to remain in a stationary position 90% of the time.
• Occasionally moves about inside the office to visit other offices, conference rooms, office machinery, etc.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and telephone.
• Frequently communicates with other people throughout each day; must be able to exchange accurate information when conversing.

Working Conditions

• Well-lighted, heated, and/or air-conditioned indoor office setting with adequate ventilation.
• Moderate noise (e.g., business office with computers and printers, light traffic).
• Traveling when required.

Schedule

• Monday through Friday, 7:30 AM – 5:30 PM.
• Available for overtime as needed.
• Available for on-call rotation.

Benefits

• Medical, prescription drugs, dental, and vision insurance (eligibility for team members and dependents starting on the first day of employment).
• 401(k) with a match.
• Basic, voluntary, and dependent life insurance.
• Paid time off.
• Paid bank holidays.
• Workplace wellness programs.
• Employee assistance programs.
• Tuition reimbursement.