What are the responsibilities and job description for the IT Support Technician 2 - Houston, TX position at Texas Regional Bank?
Position Summary
The IT Support Technician will be responsible for assisting staff in the corporate office and remote locations with technical support of desktop computers, applications and related technology. Support includes gathering specifications, installation and testing of computer systems and peripherals within established guidelines and managing network and application security credentials. Technician will also assist in the maintenance and testing of network servers and associated equipment.
Principal Duties and Responsibilities
- Install and configure business approved hardware and software, ensuring usability by troubleshooting any problems relating to the performance of these systems
- Ensure desktop computers interconnect seamlessly with diverse systems
- Maintain the ongoing integrity and cleanup of pre-configured computer images, checking for banking approved applications and version control
- Install and upgrade antivirus software to ensure security at the user level
- Work with vendor support contacts to resolve technical problems with desktop computing equipment and software
- Understand how bank applications are intended to function to provide assistance, advice, problem solving, and technical information regarding their use
- Research, propose, and implement efficiencies in existing bank applications or processes
- Perform regular software upgrades to ensure systems remain updated and secure
- Solve technical problems: analyze, resolve, document, find root cause, fix
- Diagnose bugs and problems that are causing poor user experiences
- Replace hardware that has met the established guidelines of the bank’s EOL hardware policy
- Thoroughly document requests requiring change control approval and implement approved requests
- Respond to and track incoming calls and tickets, thoroughly documenting data into the ticketing system timely and accurately
- Solve tickets within the assigned SLA
- Develop and implement a quality assurance process to include outreach
- Conduct both remote troubleshooting and onsite service calls, as needed
- Maintain and configure the bank’s telecommunications system
- Maintain and configure bank issued Laptops, iPads, and other bank assigned or managed devices
- Assist IT Manager and Network Admin to ensure all bank managed remote devices are on the latest OS version
- Assist in documenting system issues and resolution for future reference
- Manage assigned projects and/or program components to deliver services within established objectives
- Assess functional needs to determine specifications for purchases
- Assist with documentation and upkeep of revolving inventory at designated IT supply locations
- Expand and upkeep documentation for IT processes within the Knowledge Base
- Promptly adapt to a change in work schedule to meet business needs within or outside of standard operating hours
- Assist in promoting the growth and skill development of peer technicians
- Other duties as assigned
Other Responsibilities
- Support and promote the Bank vision, mission and core values, organizational structure and policies and procedures
- Remain highly focused, able to rapidly determine key priorities, clearly communicate the priorities and ensure resources are properly aligned
- Work under high pressure situations in a stressful atmosphere while remaining composed
- Provide a strong, compassionate and visible leadership, which fosters positive attitudes and trust among employees, customers, and prospects
- Comply with federal and state regulations as well as all established Bank policies and procedures
- Other duties as assigned
Qualifications, Education and Experience Requirements
- High School diploma
- Prior experience in IT Support is a plus
- Technical, analytical and interpersonal skills required
- Excellent knowledge of troubleshooting hardware issues and replacing hardware on computers
- Excellent knowledge of installing software, patches, updates on desktop, laptops, and servers
- Experience troubleshooting basic network, software, and printing problems
- Excellent communication skills (written and verbal)
- Work efficiently in a collaborative team environment
- Knowledge of VoIP implementation and support
- Strong organizational skills and ability to multi-task in a business environment
- Knowledge of Fiserv Premier applications a plus
- Must be able to be physically present in the Bank to perform job duties.
- Texas Regional Bank is an Equal Opportunity Employer.
