Tier 1 I.T. Service Desk Analyst

Job Description

Job Description

Job Description

Job Title : Tier 1 IT Service Desk Analyst 

Summary :
The Tier 1 IT Service Desk Analyst is the first line of support for day‑to‑day IT and Information Security operations across TransPecos Banks. This role provides front‑line troubleshooting for systems, hardware, software, and access-related issues while ensuring an excellent employee experience and adherence to security, compliance, and privacy standards. The analyst works closely with the IT team and managed services partners to set up, deliver, support, and maintain technology assets and services that keep the bank operating effectively.

Wage Type : Exempt

Essential Duties & Responsibilities:

To perform this job successfully, an individual must be able to perform each of the essential duties satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Serve as the first point of contact for all IT inquiries, incidents, and service requests via phone, email, Microsoft Teams, and in person.
• Provide Tier 1 troubleshooting for Windows, macOS, Linux, Microsoft 365 apps, audio‑visual systems, peripherals, office networks, and standard enterprise software.
• Guide users through troubleshooting steps clearly and professionally; escalate appropriately when needed.
• Diagnose and resolve basic technical issues with systems, devices, printers, connectivity, MFA, password resets, and common user-access problems
• Perform onboard/offboarding steps: account creation requests, mailbox setups, onboarding preparation, and access/permission updates under established workflows.
• Assist users with MFA enrollment, password resets, and basic Conditional Access troubleshooting.
• Validate required approvals and adhere to identity governance standards.
• Build, configure, deploy, and troubleshoot desktops, laptops, mobile devices, peripherals, and banking hardware as assigned
• Complete operational IT tasks including new equipment setup, testing, and maintenance
• Update asset and inventory systems to ensure accuracy and compliance with company policy.
• Ensure all incidents and service requests follow the Service Desk process and are logged into the ticketing system with complete details.
• Support deployments, system upgrades, branch/site setups, and infrastructure initiatives
• Assist users during new technology rollouts and provide training on new tools and software.
• Identify recurring issues and propose improvements to processes or self-service options.
• Coordinate 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.
• Works to create an exceptional customer and user experience in all their interactions.
• Carries out responsibilities in a manner consistent with our values and operating principles, in accordance with policy and applicable laws, and with a commitment to commitment to continuous improvement and process excellence.
• Any other duties as assigned.

Key Deliverables:

• Internal customer satisfaction.
• Information security and compliance.
• On time delivery of assigned tasks.

Organizational Structure :

Reports to: Sr. IT Manager

Supervises: None

Qualifications:

Required Skills:

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

Desired Skills:

• 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

Talents:

• Strong positivity.
• Patient and friendly demeanor with a great aptitude for listening
• Familiarity with operating systems and network infrastructures
• Mission driven, competitive, goal oriented, and motivated to develop themselves and others.
• Energetic, resourceful, and appropriate work intensity to get the work done. 
• Strong people acumen and relationship skills; Naturally pre-disposed to quickly establish positive personal and professional relationships.

Other:

• Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
• Must be able to lift to 20 pounds.

TransPecos Banks will not accept unsolicited resumes from any source other than the candidate. We will consider any candidate for whom an Agency submits an unsolicited resume, to have been referred to us by the Agency free of any charges or fees, other than those agencies we engage on a specific search. TransPecos Banks will not pay a fee for any placement resulting from the receipt of an unsolicited resume.