IT Help Desk Analyst Tier I

Texasbank - Fort Worth, TX

Full-time - Entry Level

Remote - Fort Worth, TX

Credit Intermediation and Related Activities

About the position

The IT Helpdesk Analyst Tier I position at TexasBank is a critical role responsible for providing technical support for the bank's systems as directed by the IT Manager. This position serves as the first line of contact for employees seeking assistance with IT systems and services, ensuring that business operations run smoothly across all locations. The analyst will be tasked with diagnosing and resolving various IT support issues, particularly those related to Windows-based workstations and applications. This role requires a proactive approach to problem-solving and a strong commitment to customer service, as the analyst will interact with employees through phone and email communications. In this position, the IT Helpdesk Analyst will configure Windows-based workstations using disk imaging and configuration tools, assist employees with network and VPN connection issues, and troubleshoot phone system configurations. The analyst must possess excellent interpersonal and communication skills, especially when dealing with non-technical users, and should be able to prioritize tasks effectively in a fast-paced environment. The role may also involve other IT-related duties as assigned by the IT Manager, contributing to the overall efficiency and effectiveness of the IT department. The working conditions for this role include an air-conditioned office environment, with the requirement to commute to various remote sites across Texas using a personal vehicle. The analyst may also be expected to work after-hours shifts, including evenings and weekends, as needed to support the bank's operations. Physical demands include the ability to sit for extended periods, perform simple grasping and fine manipulation, and lift and move items weighing up to 50 lbs.

Responsibilities

• Serve as the first line of contact and problem resolution with the bank's employees in support of IT systems and services.
• Diagnose and resolve IT support issues on Windows-based workstations and applications at multiple locations across Texas.
• Configure Windows-based workstations with disk imaging and configuration tools for employee use.
• Troubleshoot and assist employees with network connection issues.
• Troubleshoot and assist employees with VPN connection issues.
• Troubleshoot and assist employees with phone system configuration and issues.
• Provide customer service, including business communication via phone and email.
• Maintain familiarity with hardware and software security standards and principles.
• Demonstrate excellent interpersonal and communication skills, particularly with a non-technical audience.
• Efficiently prioritize and work on multiple simultaneous tasks.
• Perform other IT-related duties as assigned.

Requirements

• 1-year of IT support experience in a Windows-based environment.
• IT professional certification (e.g. A+, Network+, ITIL).

Nice-to-haves

• 2-year degree in an Information Technology related field of study.
• 3-years of IT support experience in a Windows-based environment.