IT Service Desk Analyst

Transpecos Banks - San Antonio, TX

Full-time - Entry Level

Remote - San Antonio, TX

Credit Intermediation and Related Activities

About the position

The IT Service Desk Analyst plays a crucial role in supporting the day-to-day IT and Information Security operations for TransPecos Banks. This position requires a blend of technical expertise and customer service skills, as the analyst will serve as the first point of contact for inquiries related to computer systems, hardware, and software. The role involves both remote and in-person support, guiding customers through troubleshooting steps to ensure efficient issue resolution. The analyst will work closely with the IT team and managed services provider to set up, deliver, and maintain company assets, tools, and technology while adhering to compliance, privacy, and security standards of the bank. In this role, the IT Service Desk Analyst will be responsible for providing tier 1 support for all customers, addressing technical issues related to Windows, Linux, audio-visual systems, office networks, peripherals, and software. The analyst will also complete operational tasks related to information security and technology operations, including new equipment setup, testing, and maintenance. Additionally, the analyst will assist in coordinating local site setups, on-site issues, and projects, ensuring that incidents and service requests are submitted through the Service Desk process. The position emphasizes the importance of creating an exceptional customer and user experience in all interactions. The analyst will work to identify opportunities for continuous improvement in the end-user support experience through effective problem resolution and self-service interactions. This role is essential in maintaining high levels of internal customer satisfaction and ensuring compliance with information security policies.

Responsibilities

• Act as the first point of contact for inquiries related to computer systems, hardware, and software.
• Provide technical assistance to internal customers both remotely and in-person.
• Complete operational tasks related to information security and technology operations including new equipment setup, testing, and maintenance.
• Diagnose and resolve technical issues including those related to Windows, Linux, audio-visual systems, office networks, peripherals, and software.
• Work with IT and business leadership to resolve open incidents and requests.
• Assist in the coordination of local site setup, on-site issues, and projects remotely and live as needed.
• Install, move, add, and change services as appropriate for IT equipment, such as new installations, equipment moves, technology refresh/upgrades, and configuration.
• Ensure incidents and service requests are submitted through the Service Desk process.
• Coordinate and assist with the installation and support of managed technology services.
• Identify opportunities to continuously improve the end-user support experience through problem resolution and self-service interactions.
• Assist with inventory and asset management in adherence to company policies.
• Create an exceptional customer and user experience in all interactions.

Requirements

• Excellent problem-solving skills.
• Comprehensive knowledge of computer systems, databases, operating systems, and experience troubleshooting hardware and software.
• Knowledge of common business processes and how IT aligns with them.
• Understanding of data analysis, modeling, integration, and quality management.
• Awareness of cybersecurity, data privacy laws, and compliance in the industry.
• Ability to diagnose and solve technical issues.
• Understanding of project management methodologies and tools.
• Familiarity with IT service frameworks like ITIL.
• Ability to document processes, procedures, and technical specifications.

Nice-to-haves

• CompTIA A+ certification
• Strong communication skills and ability to work well in teams.
• Ability to analyze information and make logical recommendations.
• Willingness to learn and adapt to new technologies.
• Dedicated to understanding and meeting customer needs.
• Awareness of UX principles and user-centric design.

Benefits

• Work from home flexibility
• Competitive salary
• Opportunities for professional development