Service Desk Technician I - Data Center

Lone Star National Bank - McAllen, TX

Full-time - Entry Level

McAllen, TX

Credit Intermediation and Related Activities

About the position

The Service Desk Technician I at Lone Star National Bank is responsible for providing first-line technical support to bank employees, addressing computer user questions, and troubleshooting various hardware and software issues. This entry-level position requires strong customer service skills and technical aptitude, with a focus on maintaining operational efficiency and compliance with banking regulations.

Responsibilities

• Provides first line support to bank employees and troubleshooting computer user questions.
• Assists with various hardware and software problems, network support, and password issues for end users.
• Follows up with internal customers to ensure satisfactory completion of Help Desk calls.
• Documents and maintains record of Help Desk calls in the incident management database.
• Resets passwords for network, AS/400, and other systems, as required.
• Monitors and reports on ATMs activities, server events and performances, and LAN/WAN bandwidth utilization.
• Participates in job-specific training and other various Bank training programs, as necessary.
• Maintains current knowledge of internal risk controls and loss prevention, including reporting of suspicious or unusual customer activity per Bank policy.
• Maintains current knowledge and complies with all federal and state laws and regulations and all established Bank policies and procedures, including internal audit controls related to department operations.
• Maintains current knowledge of all rules, regulations, and laws as they apply to BSA/OFAC/USA Patriot Act/CIP/AML.

Requirements

• High School Diploma or GED with at least 6 months prior experience working in a customer service capacity involving tech support of a Windows environment.
• Technical aptitude and able to work with minimal supervision.
• Ability to diagnose and resolve technical computer-related problems.
• Strong technical knowledge of computers and computer applications as well as practical knowledge of cell phones and other technology products.
• Good verbal and written communication skills.
• Attention to detail.
• Ability to work in a stressful environment.
• High degree of mental concentration.

Nice-to-haves

• Associate Degree in Computer Information Systems.
• Knowledge of Jack Henry banking software.
• Bilingual in English and Spanish.

Benefits

• Mandatory training and compliance courses.
• Opportunities for community involvement and volunteering.