Service Desk Technician I

Service Desk Technician IData Center - McAllen - McAllen, TX 78504Job DescriptionJOB SUMMARYResponsible for providing first line support to bank employees and troubleshooting computer user questions.ESSENTIAL DUTIESProvides first line support to bank employees and troubleshooting computer user questionsAssists with various hardware and software problems, network support and password issues for end usersFollows up with internal customers to ensure satisfactory completion of Help Desk callsDocuments and maintains record of Help Desk calls in the incident management databaseResets passwords for network, AS/400, and other systems, as requiredMonitors and reports on ATMs activities, server events and performances and LAN/WAN bandwidth utilizationParticipates in job specific training and other various Bank training programs, as necessaryMaintains current knowledge of internal risk controls and loss prevention, including reporting of suspicious or unusual customer activity per Bank policyMaintains 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 operationsMaintains current knowledge of all rules, regulations, and laws as they apply to BSA/OFAC/USA Patriot Act/CIP/AMLQualificationsQUALIFICATIONSA self-starting individual who possesses a 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 (Associate Degree in Computer Information Systems and knowledge of Jack Henry banking software is preferred)Technical aptitude and able to work with minimal supervisionAbility to diagnose and resolve technical computer-related problemsStrong technical knowledge of computers and computer applications as well as practical knowledge of cells phones and other technology productsMust possess a technical aptitude and be able to work with minimal supervision with the ability to diagnose and resolve technical computer-related problemsGood verbal and written communication skillsAttention to detailAbility to work in a stressful environmentHigh degree of mental concentrationAbility to work flexible hours Monday to Friday (7:00 a.m. to 6:30 p.m.) and rotating Saturdays (8:00 a.m. to 1:00 p.m.)Bilingual in English and Spanish is desiredORGANIZATIONThis position reports to the Technical Support ManagerThis position does not oversee other positionsTRAINING REQUIREMENTSAll employees are required to attend scheduled mandatory trainings and complete online regulatory compliance training courses applicable to their specific job function. In all situations, employees must ensure that their actions fully comply with all federal banking laws and regulations, including internal bank policies and procedures. Failure to adhere to these requirements will be grounds for disciplinary action, including probation and possible termination.COMMUNITY INVOLVEMENTLone Star National Bank's Mission Statement includes a commitment to helping our communities grow by serving them with pride and integrity. All employees are encouraged to volunteer for bank sponsored activities, civic, charitable and community events and to be active in the communities we serve.LSNB is an Equal Opportunity/Affirmative Action Employer and does not discriminate in the recruitment, hiring, and conditions of employment on the basis of race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, marital status, disability, age, veteran status, or any other status as protected by applicable laws.Management reserves the right to change this position description at any time according to business needs.