Service Desk Specialist

About the role

At Frost, it's about more than a job. It's about having a flourishing career where you can thrive, both in and out of work. We're committed to fostering an environment that reflects our values and encourages team members to be the best they can be. In joining our adaptable, integrity-driven team, you'll become part of Frost's over 150-year legacy of providing unparalleled banking services.

Who You Are

As a Service Desk Specialist, you are our user's first line of technical support, there to help ensure an amazing IT experience. You'll answer inbound calls, process service tickets, identify the issues, provide frontline support for Frost devices and partner with other team members to address each request. Our employees and vendors love talking to real people located here in Texas and you will be a key asset to helping them get the assistance they need.

What You'll Do

• Provide help and solutions, where possible, to individuals calling the Service Desk with IT issues
• Gather pertinent details and dispatch, alert, or escalate issues to technical staff or vendors to provide support to users whose problems cannot be resolved over the telephone or via email/Teams
• Provides front line support for Frost devices
• Assign new service requests to the proper information technology department
• Regularly identify repetitive faults and root cause through analysis by communicating with other groups and IT departments
• Always take action using Integrity, Caring, and Excellence to achieve all-win outcomes

What You'll Need

• Associate's Degree preferably in Information Technology or equivalent work experience
• 1-3 years related work experience
• Proficient in Microsoft computer applications
• Excellent written and verbal communication skills
• Demonstrated ability providing a high level of technical support across a company
• Demonstrated computer proficiency

Benefits

• Medical, dental, vision, long-term disability, and life insurance
• 401(k) matching
• Generous holiday and paid time off schedule
• Tuition reimbursement
• Extensive health and wellness programs, including our Employee Assistance Program
• Referral bonus program + more!