What are the responsibilities and job description for the IT Help Desk Support position at Alliance Bank Central Texas?
IT Help Desk Support
Reports to Senior Operations Officer
Overview:
The role of IT Help Desk Support is to provide technical support to the staff of Alliance Bank Central Texas. This position will be responsible for providing user level support for issues involving both hardware and software within the information systems environment as they are escalated from Level 1. Problem resolution may involve the use of approved diagnostic and help request tracking tools, as well as require individual in-person, hands-on support at the desktop level. Unresolved problems will be documented and escalated to the appropriate Tier for resolution while maintaining a tracking log.
Duties:
Provides technical support for email, hardware, software, connectivity and product specific incidents.
Completes work in accordance with Bank's information security program (ISP).
Analyzes issues for escalation to higher levels of IT support.
Installs and maintains workstation hardware, software and peripheral equipment.
Provides training to users in effective use of basic applications, i.e. Microsoft Office suite.
Reports and logs support activity.
Documents new fixes as they occur.
Develops step by step scripts for Operations Center from documented fixes.
Resolves tickets for desktop security patches, device additions and move requests.
Communicates any relevant technical changes/issues to end users.
Other projects and duties as assigned.
Education/Experience:
Certifications desired: A , Network , and MCP.
Basic User & Security Group Active Directory administration.
Strong knowledge of Microsoft operating systems with emphasis on Windows 10/11, Microsoft Office suite, and Teams.
Basic knowledge of the Microsoft 365/Azure cloud platform.
Familiarity with ticketing systems and knowledge bases a plus.
Basic knowledge of mobile Apple devices (iPhone/iPad).
Familiarity with MDM (mobile device management) systems a plus.
Personal Attributes
Strong customer service orientation.
Excellent organizational skills.
Ability to handle interruptions professionally.
Robust documentation skills.
High level analytical and quantitative abilities.
Ability to learn quickly, work independently, and work effectively in a team environment.
Maintains positive attitude in a fast-paced environment.
Can conduct research into networking issues and products as required.
Ability to effectively prioritize and execute tasks in a demanding environment.
Ability to follow written procedures accurately and precisely.
Ability to translate complex technical concepts into easy-to-understand terms.
