Service Desk Technician 2

Service Desk TechniciansService Desk Technicians are responsible for troubleshooting problems reported by the end-user through emails, telephone, chat, or in-person, as they are the single point of contact for technical issues. They are expected to communicate customer feedback to the appropriate internal team members and liaise with other support team as necessary to resolve customer requests and achieve customer satisfaction.Participate in On-Call rotationProvide technical support to help customers resolve IT issues, incidents, requests, and inquiriesEnsure proper documentation, notification, escalation, tracking, and follow up of all incidentsCommunicate customer feedback to the appropriate internal team members and liaise with other support teams as necessary to resolve customer requestsEscalate or trouble shoot issues with external vendorsAnalyze IT incident reports and questions to identify trends and make recommendations for changes and to prevent future problemsEscalate any serious problems to relevant departments and teams and escalates requests that can't be solved at the service desk tierDevelops documentation related to procedures for technical support, computer and peripheral use, technology inventory, and network resource applicationParticipate in team meeting and contribute to IT projectsQualifications:High School diploma or GED3 years experience in IT and Desktop ServicesPreferred: MCSA and/or CompTIA A+ and Network+ Certifications A+, Microsoft, Customer Service fundamentals, Azure or Cisco certificationsSkills:Working knowledge of Microsoft Excel and MS Word; basic keyboarding and calculator skills; must be able to perform advanced math and carry out complex instructionsWork occasionally requires more than 40 hours per week to perform the essential functions of the position; On-Call requirementsLifting in an office setting may be required up to 30lbs.ANBTX strongly encourages candidates that are fluent in English and Spanish to apply. Jobs that specifically require candidates to be bilingual will be posted as a requirement.Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. American National Bank of Texas