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 ResponsibilitiesInstall and configure business approved hardware and software, ensuring usability by troubleshooting any problems relating to the performance of these systemsEnsure desktop computers interconnect seamlessly with diverse systemsMaintain the ongoing integrity and cleanup of pre-configured computer images, checking for banking approved applications and version controlInstall and upgrade antivirus software to ensure security at the user levelWork with vendor support contacts to resolve technical problems with desktop computing equipment and softwareUnderstand how bank applications are intended to function to provide assistance, advice, problem solving, and technical information regarding their useResearch, propose, and implement efficiencies in existing bank applications or processesPerform regular software upgrades to ensure systems remain updated and secureSolve technical problems : analyze, resolve, document, find root cause, fixDiagnose bugs and problems that are causing poor user experiencesReplace hardware that has met the established guidelines of the bank’s EOL hardware policyThoroughly document requests requiring change control approval and implement approved requestsRespond to and track incoming calls and tickets, thoroughly documenting data into the ticketing system timely and accuratelySolve tickets within the assigned SLADevelop and implement a quality assurance process to include outreachConduct both remote troubleshooting and onsite service calls, as neededMaintain and configure the bank’s telecommunications systemMaintain and configure bank issued Laptops, iPads, and other bank assigned or managed devicesAssist IT Manager and Network Admin to ensure all bank managed remote devices are on the latest OS versionAssist in documenting system issues and resolution for future referenceManage assigned projects and / or program components to deliver services within established objectivesAssess functional needs to determine specifications for purchasesAssist with documentation and upkeep of revolving inventory at designated IT supply locationsExpand and upkeep documentation for IT processes within the Knowledge BasePromptly adapt to a change in work schedule to meet business needs within or outside of standard operating hoursAssist in promoting the growth and skill development of peer techniciansOther duties as assignedOther ResponsibilitiesSupport and promote the Bank vision, mission and core values, organizational structure and policies and proceduresRemain highly focused, able to rapidly determine key priorities, clearly communicate the priorities and ensure resources are properly alignedWork under high pressure situations in a stressful atmosphere while remaining composedProvide a strong, compassionate and visible leadership, which fosters positive attitudes and trust among employees, customers, and prospectsComply with federal and state regulations as well as all established Bank policies and proceduresOther duties as assignedQualifications, Education and Experience RequirementsPrior experience in IT Support is a plusTechnical, analytical and interpersonal skills requiredExcellent knowledge of troubleshooting hardware issues and replacing hardware on computersExcellent knowledge of installing software, patches, updates on desktop, laptops, and serversExperience troubleshooting basic network, software, and printing problemsExcellent communication skills (written and verbal)Work efficiently in a collaborative team environmentKnowledge of VoIP implementation and supportStrong organizational skills and ability to multi-task in a business environmentKnowledge of Fiserv Premier applications a plusMust be able to be physically present in the Bank to perform job duties.Texas Regional Bank is an Equal Opportunity Employer.J-18808-Ljbffr
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